EU Return & Refund Policy

Overview

This policy applies to orders placed on or after October 17, 2026 and delivered to a country in the European Union. Orders placed before October 17, 2026 follow our previous return policy.

You have 30 days from the day you receive your order to return it. Days 1–14 are your legal EU right to cancel. Days 15–30 are extra days we offer, with our own rules.

	Days 1–14 (EU right to cancel)	After 14 day window (days 15–30)
Cash refund	Product price + standard shipping, minus a return shipping fee (see Return fees)	Product price minus a restocking fee. Shipping not refunded
Store credit	Full amount, including standard shipping, no fee	Full product price, no fee
Sale items	Same as full-price items	Store credit only
Item condition	No requirement, but we may deduct for damage from use	Must be unused and in original packaging

How to cancel or return

1. Tell us within 30 days of delivery by emailing help@theheavycup.com. Include your order number, the item(s) you want to return, and whether you'd like a refund or store credit.
2. We'll email you a prepaid return label.
3. Send the item back within 14 days of telling us. Please pack it securely, as our products are heavy and need good protection in transit.

You can also arrange and pay for the return shipping yourself. In that case, no return shipping fee is deducted from your refund.

Days 1–14: your EU right to cancel

Within 14 days of receiving your order, you can cancel your purchase for any reason, including sale items. You can choose:

• Cash refund: the product price and the standard shipping you paid, minus a return shipping fee if you use our prepaid label (see Return fees below).
• Store credit: the full amount, including standard shipping, with no fee.

Want a different item? Choose store credit and use it to place a new order.

You may handle the item as you would in a store to check it. If it comes back damaged from use beyond that, we may deduct the loss in value from your refund.

Days 15–30: our extended return window

After your 14-day EU right to cancel ends, you can still return items until day 30 under our own rules. Items must be unused and sent back in their original packaging.

• Store credit: the full product price, with no fee.
• Cash refund: the product price, minus a restocking fee. Original shipping is not refunded.
• Sale items: store credit only. Restocking fee will not be charged. Original shipping cost will not be applied in store credit.

Return fees (cash refunds only)

These fees apply to cash refunds in both windows. In days 1–14 they cover your return shipping, and in days 15–30 they're our restocking fee. There's no fee for store credit.

Product	Restocking fee
22lb Mug (including Gold)	€15
10lb Tumbler	€11
5lb Shaker	€10
5lb Mug	€10
3lb Tumbler	€10
1lb Heavy Shot	€2.50 per glass
All other items	€10

Fees are shown in euros. If you paid in a different currency, we'll deduct the equivalent amount in your currency, based on the exchange rate on the day your refund is processed.

Damaged, defective or wrong items

If your order arrives damaged, defective, or isn't what you ordered, email us at help@theheavycup.com with your order number and photos of the problem. Please let us know as soon as you notice it.

You choose how we make it right, with no fees:

• A full refund
• A full replacement
• A replacement of just the damaged part
• Store credit

If the item needs to come back to us, we'll send you a free return label. If we're sending a replacement part, you keep the product.

Missing or damaged part? If any part of your order arrives missing or damaged, email us and we'll send you a free replacement.

Faulty items are also covered by your 2-year EU legal guarantee. These rights are in addition to this policy.

Cancelling before your order ships

If your order hasn't shipped yet, including backordered and preorder items, you can cancel it for a full refund, including shipping. Use our online cancellation form or email help@theheavycup.com with your order number.

If your order has already shipped, it can't be stopped, but you can still cancel under this policy once it arrives.

Refunds and store credit

For cancellations within your 14-day EU right to cancel, we refund you within 14 days of you telling us. We may wait until we receive the item back, or until you send us proof that you've shipped it, whichever comes first.

Cash refunds go back to your original payment method. Store credit is only issued if you choose it.

Using your store credit

We'll email you when your store credit is ready.

1. Click Sign in on our website and enter the same email you used for your order. You don't need an existing account.
2. Enter the code we send to your email.
3. At checkout, click Apply store credit.

If your new order costs more than your credit, you pay the difference. If it costs less, the rest stays in your account for next time.

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Questions? Email us at help@theheavycup.com.