Refund policy

Refund, Return & Exchange Policy

Last updated: October 11, 2026

By placing an order with Secret Cup you agree to this policy together with our Shipping Policy, Terms of Service and Privacy Policy. Secret Cup is the seller of every order placed on secretcup.store.

1. How our products are made

Every product is made to order: it is produced for you after your order is placed, and we do not hold finished stock. For that reason we do not accept returns or exchanges for a change of mind, and refund eligibility is different from off-the-shelf retail. This policy explains when a refund or replacement applies, how to ask for one, and how it fits with the consumer rights you already have (Section 8).

2. When you are covered (30 days from delivery)

Report the problem within 30 days of delivery (or of the expected delivery date if the package never arrived). We will replace the item or refund you if it is:

  • Defective: a print flaw, a leaking or faulty lid, a broken handle, a vacuum seal that does not hold temperature, or another manufacturing defect.
  • The wrong item: a different design or product from the one you ordered because of our error.
  • Damaged in transit: dented, cracked, broken or unusable when it arrived.
  • Lost: confirmed by the carrier as lost (see Section 5).

Please send clear photos or a short video of the problem. We do not need the item back in most cases.

3. When we cannot offer a refund

  • Change of mind, or no longer wanting the item.
  • A design that you selected and that matches your order. Please check the product page before ordering.
  • Minor variation that is normal for made-to-order products: a slight colour difference between your screen and the printed cup, small differences in print placement.
  • Items that have been used, or damaged by a dishwasher, microwave or misuse after delivery.
  • Claims made more than 30 days after delivery, or without the clear photos or video that the claim needs.
  • Refused or unclaimed packages (see Section 5).

None of these limits your statutory consumer rights (Section 8). Where a statutory right applies, it prevails.

4. How to ask for a refund or replacement

  1. Email support@secretcup.co with the subject Order #[number].
  2. Give your order number, a description of the problem and your photos or video.
  3. We reply within two business days with a decision.

For an approved claim we send a replacement (our preferred remedy) or refund the item, as you choose. If a return is needed we will give you the address and a prepaid label. Returns are never accepted without our approval first.

5. Special situations

Cancellations

Because production starts soon after an order is placed, an order can be cancelled only before production has started. Email us immediately with your order number. If it is not yet in production we cancel it and refund you in full. Once production has started it cannot be cancelled.

Address errors and refused packages

Please check your shipping address at checkout. If a package is returned to us because the address was wrong or incomplete, or because it was refused or not collected, we can send it again once the shipping cost is paid. The product and the original shipping charge are not refunded for these reasons.

Lost, late or “delivered but not received”

Delivery estimates are estimates, not guarantees, and a delay alone is not grounds for a refund. If tracking shows no movement for 10 days or more, or shows delivery but you did not receive the package, write to us. We will investigate with the carrier and replace or refund the order if the loss is confirmed.

Split shipments

An order with several items can arrive in more than one package, each with its own tracking number. That is normal and is not a reason for a refund.

6. Exchanges

We do not exchange items. If you would like a different design, place a new order. If the item you received is defective, wrong or damaged, we replace it under Section 2.

7. How refunds are paid

  • Approved refunds go back to the original payment method within 5–10 business days of approval. Your bank or card issuer controls how soon it then appears.
  • If you do not see it after 10 business days, check your statement (it may appear under a different name) and email us with your order number and the approval date.

8. Your consumer rights

This policy is in addition to the consumer rights you have where you live and does not replace them. Nothing here limits any right that cannot be excluded by law.

9. Fraud prevention and chargebacks

We may decline a claim that appears abusive, for example repeated claims, claims that do not match the photos, or claims for items that were delivered. If you have a problem with an order, please contact us first: we resolve most claims faster than a card dispute, and we cooperate fully with your card issuer if a dispute is opened.

10. Contact

Secret Cup
Email: support@secretcup.co
Business address: 4201 Garth Rd, Baytown, TX 77521, United States (this is not a returns address; returns are arranged by email first)

Secret Cup may update this policy. The version shown here applies to new orders; existing orders keep the terms in force when they were placed.