You've got 60 days from the day it lands to decide whether your CHUUG is a keeper. If it isn't — for any reason at all, or no reason at all — send it back and we'll refund you.
That's it. That's the policy.
Anything in the original Signature Gift Box, unused, with the drawstring bag and coin still with it. Send it back the way it arrived.
Personalised CHUUGs are returnable too. Most brands lock you out the moment they engrave anything — we don't. The personalisation is part of what makes it yours, and if "yours" isn't quite right, the 60-day window applies the same way.
Email info@chuug.com with your order number and a one-line note on what's going back. We'll write back within 24 hours (working days) with the next step.
Once the parcel arrives back with us in Caerphilly, we'll quality-check it the same day and issue the refund to your original payment method. Expect 5–10 working days for it to show — that's on the bank side, not us.
That's not a return — that's our problem to fix. Email info@chuug.com with a photo within 30 days of delivery and we'll replace it or refund it. Your call.
And on top of that: every CHUUG carries our lifetime guarantee against manufacturing faults. If something goes wrong with the build years down the line, you're still covered. The 60-day window is for buyer's remorse; the lifetime guarantee is for the build.
