Refund policy

Last updated: 2 October 2026

Mugged & Loaded is a trading name of MB Enterprise Group Limited.

We want you to be happy with your order. As many of our products are produced specifically following an order and some may be personalised or customised, different return rights may apply depending on the product purchased.

RETURN AUTHORISATION REQUIRED

Please do not return any item to us without contacting us first.

All return requests must first be submitted through the Contact Us page on the Mugged & Loaded website.

Once we have reviewed your request, we will confirm whether the return is accepted and provide you with the appropriate return instructions.

Items sent back to us without first contacting us and receiving return instructions may experience delays in being identified or processed.

This requirement does not affect your statutory consumer rights.

PERSONALISED & CUSTOM-MADE PRODUCTS

Products that are made to your individual specifications or clearly personalised for you are generally not eligible for change-of-mind returns or refunds.

This includes products containing:

personalised names;

custom wording;

photographs supplied by you;

customer-supplied artwork;

bespoke designs;

individual alterations; or

other customisation requested by you.

Please check all personalised information carefully before completing your order.

We cannot normally provide a refund where personalised information supplied by the customer was incorrect.

This does not affect your statutory rights where the product is faulty, damaged, incorrectly supplied or does not match the order placed.

STANDARD MADE-TO-ORDER PRODUCTS

Many Mugged & Loaded products are printed or manufactured following receipt of an order.

Where an item is one of our standard designs and has not been made to your individual specifications or personalised for you, your statutory cancellation rights may still apply.

Where applicable, customers purchasing eligible products online may notify us of their decision to cancel within 14 days of receiving the goods.

After notifying us, the goods should normally be returned within the applicable statutory return period.

You must contact us through the website before returning the item so that we can provide the correct return instructions.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

If your order arrives faulty, damaged, misprinted or materially different from what you ordered, please contact us through our website as soon as reasonably possible after discovering the problem.

Please provide:

your order number;

your name and contact details;

a description of the problem;

clear photographs showing the fault or damage; and

photographs of the packaging where relevant.

We will review the issue and confirm the appropriate next steps.

Depending on the circumstances and your statutory rights, this may include:

a replacement;

repair where appropriate; or

a full or partial refund.

Nothing in this policy limits your rights under applicable UK consumer law.

ITEMS DAMAGED AFTER DELIVERY

We cannot normally accept returns or provide refunds where a product has been damaged after delivery due to:

misuse;

accidental damage;

incorrect washing or care;

normal wear and tear;

unauthorised alterations; or

failure to follow product care instructions.

This does not affect your rights where the product itself was faulty when supplied.

CLOTHING & APPAREL

Where an apparel item is eligible for return, it should be:

unworn other than reasonable inspection or fitting;

unwashed;

free from marks, odours or damage; and

returned in substantially the same condition in which it was received.

Where permitted by law, we may make a deduction from a refund where the value of the goods has been reduced because they have been handled beyond what would reasonably be permitted when inspecting them.

Personalised clothing is not normally eligible for change-of-mind returns.

RETURN SHIPPING

Please do not return products to the address shown on your parcel unless we have specifically instructed you to do so.

Our products may be fulfilled from different production facilities, so the correct return address will be supplied after your return request has been reviewed.

Where a return is due to a fault, damage, incorrect product or another issue for which we are responsible, reasonable return costs will be handled in accordance with your statutory rights.

For eligible change-of-mind returns, customers may be responsible for return postage where legally permitted and where this has been communicated before purchase.

We strongly recommend retaining proof of postage for any authorised return.

REFUNDS

Where a refund has been approved, it will normally be returned using the original payment method unless otherwise agreed.

Refunds will be processed within the time required by applicable consumer law.

Please remember that banks and payment providers may require additional processing time before the refund appears in your account.

ORIGINAL DELIVERY COSTS

Where UK consumer cancellation rights apply, any required refund of standard outbound delivery charges will be dealt with in accordance with applicable consumer legislation.

Additional amounts paid for an upgraded or premium delivery service may not necessarily be refundable beyond the cost of our standard delivery option.

EXCHANGES

Where possible, we may offer a replacement or exchange where there is a genuine fault, printing issue, damage or incorrect item.

Personalised products cannot normally be exchanged because of:

change of mind;

an incorrect size selected by the customer;

incorrect wording supplied by the customer; or

dissatisfaction with information that was correctly reproduced from the order.

DO NOT RETURN WITHOUT AUTHORISATION

For clarity:

Do not send any product back to us until you have contacted Mugged & Loaded through the website and received return instructions.

This allows us to identify your order, assess the issue and ensure the product is sent to the correct return location.

Sending an item without following this process may delay the handling of your return.

YOUR STATUTORY RIGHTS

Nothing contained in this Returns & Refund Policy is intended to exclude, restrict or replace rights available to consumers under UK law.

Goods must meet the applicable legal requirements, including being as described, of satisfactory quality and fit for their intended purpose where applicable.

CONTACT US

To request a return, report a damaged or faulty item, or discuss an issue with your order, please contact us using the Contact Us page on the Mugged & Loaded website.

Please include your order number and as much information as possible to help us resolve your request quickly.

Mugged & Loaded
A trading name of MB Enterprise Group Limited