Customer policies

Merchandise Return & Replacement Policy

Effective and last updated: September 22, 2026

BrandCraft mugs, Unisex T-shirts and caps are produced with the recipient’s custom coffee-company identity. Because these pieces are personalized and made to order, ordinary returns are limited, but damaged, defective and incorrect items are protected.

1. Personalized merchandise is final sale

Personalized merchandise cannot be returned or exchanged because of a change of mind, a preference for another color, or an incorrectly selected size. Please review all selections before checkout. If a requested change reaches us before production begins, we will make reasonable efforts to update the order.

2. Items eligible for replacement or refund

arrives damaged in transit;
has a material manufacturing or printing defect;
does not match the size, color or item recorded on the order because of a BrandCraft or fulfillment error; or
is missing from the shipment and not shown as a separate pending shipment.

When a qualifying issue is confirmed, BrandCraft will choose an appropriate remedy: correction, replacement, refund or store credit where the customer agrees.

3. Reporting period

Email info@brandcraftcoffee.com within seven days after delivery. Include the order number, a description of the issue, a photograph of the complete item and close-up photographs of any damage or defect. Keep the item and packaging until we provide instructions.

4. Reasonable production variation

Minor differences in color caused by screens or printing methods, small variations in logo placement, thread texture, garment dimensions or ceramic finish are normal and are not defects unless they materially depart from the ordered product or make it unusable.

5. Returns require authorization

Do not mail merchandise without written return authorization. If a return is required, BrandCraft will provide the destination and instructions. Unauthorized returns may not be received or credited. For a verified BrandCraft error or defect, BrandCraft will cover required return shipping.

6. Availability

If the original blank item, color or size is unavailable, we may offer a reasonably comparable replacement, an alternative selected by the purchaser, or a refund for the affected item and its associated shipping charge.

7. Owner’s Set

The Owner’s Set contains three personalized items. A defect affecting one item does not automatically require return or refund of the unaffected pieces. We will correct, replace or refund the affected piece as appropriate.