Return and Refund Policy

Thank you for choosing Myeqwa. We are committed to providing high-quality drinkware, including our signature Mugs, Glass Cups, and Insulated Cups. To ensure a transparent shopping experience, our return and refund procedures are governed by the following professional standards.

1. Delivery Integrity & Damage Inspection

Since our products include fragile items (Glass Cups and Mugs), we implement a strict inspection policy upon arrival:

Initial Check: Customers are required to inspect the structural integrity of the drinkware immediately upon receipt.
Reporting Window: Any transit-related damages, cracks, or manufacturing defects must be reported to support@myeqwa.com within 48 hours of delivery.
Evidence Required: Please provide clear photographic or video evidence of the damaged item and the shipping label to facilitate an expedited replacement or full reimbursement.

2. Eligibility for Standard Returns

We offer a 30-day return window starting from the date of confirmed delivery. To maintain hygiene standards for food-contact items, all returns must satisfy the following "Pristine Condition" requirements:

The item must be completely unused, unwashed, and free from any residue or odors.
The product must be housed in its original brand packaging (including protective foam, bubble wrap, or internal cardboard dividers).
All decorative sleeves, warranty cards, and accessories must be present.
Proof of purchase (Order ID or digital receipt) is mandatory.

3. Non-Returnable Items (Exclusions)

To ensure the safety of our logistics and community, the following categories are exempt from our return policy:

Used Drinkware: Any cup that has been filled with liquid or washed is ineligible for return due to sanitary regulations.
Customized Orders: Bespoke items or personalized engravings tailored to specific requirements.
Flash Sales: Items marked as "Final Sale" or purchased using digital gift certificates.

4. Return Authorization (RMA) Protocol

Myeqwa operates a centralized Return Merchandise Authorization (RMA) system. To initiate a return, please follow these steps:

Request: Contact our support team at support@myeqwa.com to obtain an RMA number.
Verification: Once your request is validated, you will receive the specific return address for our authorized facility.
Refusal of Unauthorized Parcels: Any shipments sent back without a verified RMA number or to an unauthorized address will be rejected and will not qualify for a refund.

5. Logistical Costs and Liabilities

Merchant Responsibility: If the return is due to a product defect, incorrect item shipment, or shipping damage, Myeqwa will cover all return shipping expenses.
Consumer Responsibility: For "change of mind" returns or subjective preference changes, the customer is responsible for the full cost of return logistics and insurance. Please note that original shipping fees paid at the time of purchase are strictly non-refundable.

6. European Union Mandatory Withdrawal Right

In compliance with EU consumer protection directives, residents within the European Union possess the legal right to cancel their order within 14 days of receipt for any reason. The items must still adhere to the "unused" and "original packaging" criteria mentioned in Section 2.

7. Processing of Refunds

Upon the arrival and quality appraisal of your returned merchandise:

Evaluation: Our quality control team will conduct a thorough assessment within 5 business days.
Approval: Once cleared, the refund will be automatically applied to your original method of payment.
Settlement Period: Please allow 7 to 10 business days for the transaction to be processed by our system. Your bank or credit card issuer may require additional time (usually 3-5 days) to reflect the credit on your statement.

8. Corporate Information & Support

We strive to respond to all inquiries within 24–48 business hours. For further assistance regarding our policies, please contact our corporate office:

Brand Name: Myeqwa
Corporate Entity: TWO FRIENDS A&A LTD
Business Address: Unit 1, Coronation Street, Pear Tree, Derby, Derbyshire, DE23 8NW, United Kingdom
Contact Phone: +1 (662) 479-4441
Official Email: support@myeqwa.com