Returns & Refunds Policy

This policy explains how customers may cancel or return SIPPS cups purchased directly from www.sippscups.co.uk. It also explains what to do if an order arrives damaged, incorrect or faulty. Nothing in this policy limits your statutory rights.

Reason	Tell us	What happens
Changed your mind	Within 14 days after delivery	Return within the following 14 days. You pay return postage. Item must be un-damaged and returned in its full form.
Damaged or incorrect	Any damage must be reported on the day of delivery.	SIPPS arranges the appropriate remedy and reasonable return costs.
Faulty product	Within 14 days. This does not impact your manufacturing warranty.	Refund, or another statutory remedy where applicable.

 

1 Scope

This policy applies to consumers who purchase SIPPS products directly from our website for delivery in the United Kingdom.

If you bought a SIPPS product from another retailer, marketplace or wholesale partner, please contact that seller and follow its returns process. Trade and wholesale purchases are governed by the applicable trade agreement and are not covered by the consumer change-of-mind terms in this policy.

2 Cancelling before dispatch

If you wish to cancel before your order is dispatched, contact us as soon as possible through the contact page at www.sippscups.co.uk and quote your order number. We will try to stop the order. If it has already been dispatched, you may use the change-of-mind process below once it arrives.

3 Change-of-mind returns for online orders

You may cancel an eligible online order without giving a reason by telling us within 14 days after the day you receive the goods. If one order is delivered in separate parcels, the period begins after you receive the final item. The item must be returned in the condition it was received in.

After notifying us, you must send the goods back within a further 14 days. Your cancellation notice should clearly state that you wish to cancel and include your name, order number and the products being returned. Items must be returned within their original packaging.

4 Condition of returned products

You may open the delivery packaging and inspect the cup in the same way that you reasonably could in a shop. Please handle the cup, bone china lid and all accessories carefully and return every component supplied with the product as it was received.

We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning. This may include use of the cup for drinking, staining, chips, scratches, impact damage, missing parts or avoidable damage caused by inadequate return packaging.

5 How to make a return

1. Contact SIPPS through the contact page at www.sippscups.co.uk and quote your order number.

2. Tell us which product you are returning. You do not need to give a reason for a change-of-mind cancellation, although feedback is welcome. If the product is damaged, incorrect or faulty, include photographs where reasonably possible.

3. We will provide a return reference and confirm the return address. The returns location may be different from our registered office, so please wait for the return instructions before sending the parcel.

4. Pack the cup, lid and any included accessories securely, using the original protective packaging. Mark the return reference clearly.

5. Use a tracked or otherwise evidenced postal service and keep proof of posting until your return and refund are complete.

6 Return delivery costs and responsibility

For a change-of-mind return, you are responsible for the direct cost of returning the goods. You remain responsible for the parcel until it reaches the return address, so suitable protective packaging and proof of posting are recommended.

If we supplied an incorrect product, or the product is damaged on arrival or faulty, SIPPS will pay reasonable return costs or provide an appropriate return method. Please contact us with evidence as to the reason for return so that we can give you the correct instructions.

7 Refunds for change-of-mind returns

For an eligible cancellation, we will refund the price paid for the returned product and the cost of our least expensive standard outbound delivery option. If you selected an enhanced or express service, the additional delivery cost is not refundable.

We may withhold the refund until we receive the returned goods. We will make the refund without undue delay and no later than 14 days after that point.

Refunds are made to the original payment method unless we expressly agree otherwise due to a reason of being unable to refund to the original payment method. We do not charge a refund fee. Your bank or payment provider may take additional time to show the credit in your account.

8 Products damaged in transit or supplied incorrectly

Please inspect your order promptly. If a cup arrives broken, chipped or otherwise damaged, or you receive the wrong item, contact us on the day of delivery. This request helps us investigate with the carrier and does not reduce your statutory rights.

Provide your order number, a description of the issue, and clear photographs of the product and external and internal packaging where reasonably possible. We will assess the issue and offer the remedy required by law, which may include a replacement or refund.

Do not dispose of a damaged product or its packaging until we confirm whether it must be returned or retained for the carrier's investigation. Please handle broken bone china carefully and keep it away from children and pets.

9 Faulty products and statutory rights

SIPPS products must be of satisfactory quality, fit for purpose and as described. If a product does not meet these requirements, you may have legal rights under the Consumer Rights Act 2015.

• Within 30 days after delivery, you may have the short-term right to reject faulty goods and receive a full refund.

• After 30 days, you may be entitled to a repair or replacement. If that remedy is impossible, unsuccessful or not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or final right to reject.

• If a fault becomes apparent within six months, it is generally treated as having been present at delivery unless we can show otherwise. After six months, you may need to show that the fault existed when the product was supplied.

These rights do not cover accidental damage, normal wear and tear, misuse, neglect, alterations, failure to follow the supplied care instructions, or damage caused after delivery by impact or inappropriate temperature changes. Please note that although the cup is dishwasher safe, this will cause the colour glaze to discolour at a much faster rate than otherwise being hand washed.

10 Exchanges

For change-of-mind colour or product exchanges, the quickest method is normally to return the unwanted item for a refund and place a new order. Replacement of a damaged, incorrect or faulty product remains subject to your statutory rights and product availability.

11 Promotional purchases bundles and gifts

Refunds for discounted products are based on the amount actually paid. If a promotion, bundle or gift was conditional on purchasing or keeping particular products, all related items may need to be returned. If they are not returned, we may adjust the refund to reflect the value of the retained benefit where the law permits.

Refunds for gifts are made to the original payment method used by the purchaser. We may ask for reasonable proof of purchase before processing a return.

12 International orders

This policy is written for UK consumer orders. If we accept an order for delivery outside the United Kingdom, additional local rights, customs requirements and return costs may apply. Any mandatory consumer rights in the destination country remain unaffected.

13 Contacting SIPPS

To cancel an order, start a return or report a problem, contact us through the contact page at www.sippscups.co.uk. Please include your name, order number and a clear description of what you need.

Written notices may also be sent to The SIPPS Corporation Ltd, Axis House, Tudor Road, Cheshire, WA7 1BD. This is our registered company address and may not be the physical returns location. Please obtain return instructions before sending products.

14 Company information

The SIPPS Corporation Ltd is registered in England and Wales under company number 17262990. VAT registration number 521 941407. Registered office: Axis House, Tudor Road, Cheshire, WA7 1BD.