Returns & Refunds
Last updated: July 21, 2026
A clear return policy for two very different products: our regular drinkware, and the personalized gifts made especially for you.
21-day returns for eligible items
You may request a return of an eligible, non-customized item within 21 days after it is delivered. The item must be unused, unwashed, undamaged and returned in its original packaging with all included parts.
For a return or exchange that is not caused by a product defect or a 77cups error, you are responsible for arranging and paying the tracked return shipment to our designated return address in China. Please contact us before sending anything; unauthorized returns may not be accepted.
Exchange shipping
For a non-quality exchange, you pay the cost of returning the original item and an additional US$13 reshipping fee. We send the replacement after the returned item has been received and inspected.
Customized gifts and personalized products
Customized products are made from the name, image, text or design you submit. Because the production request is sent to our customization supplier promptly after your order is placed, customized products—including free customized gifts—are final sale and cannot be cancelled, returned or exchanged for a change of mind.
Please check spelling, images, placement and other personalization details carefully before submitting your order. We cannot provide a refund or free replacement when the product was made correctly from information supplied incorrectly by the customer.
Free gift refund calculation. A free customized gift still has a stated product value and creates a real production cost. If you return the qualifying regular merchandise but keep the customized gift, the gift’s stated value is deducted from your refund. Example: a US$49 qualifying order with a US$21 customized gift produces a maximum merchandise refund of US$28.
You are always welcome to skip the free customized gift and purchase only regular drinkware. If no customized gift is claimed, no gift value is deducted from an otherwise eligible refund.
Order cancellation before shipment
Contact us as soon as possible if you change your mind. We may cancel unshipped, non-customized merchandise if processing can still be stopped. A customized item cannot be cancelled after its personalization request has been submitted; if the rest of the order is cancelled, the customized item’s stated value is deducted from the refund.
Wrong, damaged or defective items
Please contact us within 7 days after delivery and include your order number plus clear photos or video showing the item, packaging and problem.
- First resolution: if we sent the wrong item, the product arrived damaged, or it has a verified quality defect, we will send a replacement at no additional cost.
- If the replacement also has a verified defect: or a suitable replacement is unavailable, we will issue a full refund for the affected item.
- Keep the evidence: do not discard the item or packaging until our support team confirms that no return is required.
How to start a return or claim
- Submit a support request through FAQ & Contact Us or email support@77cups.com.
- Include your order number, the item involved, the requested resolution and supporting photos when relevant.
- Wait for return authorization and the correct return address before shipping an item back.
- Use a trackable service and keep the receipt until the return has been completed.
Inspection and refund timing
After an authorized return is delivered, we inspect it and email you the outcome. Approved refunds are sent to the original payment method. Our processing usually takes 5–10 business days; your bank or payment provider may need additional time to post the credit.
Original shipping charges, return shipping costs and the US$13 reshipping fee are not refundable unless the return results from our error or applicable law requires otherwise.
Mandatory consumer rights
Nothing in this policy excludes or limits any consumer right that cannot legally be waived in your country, state, province or territory. Where mandatory law provides stronger protection, that law applies.