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Returns & Refunds
30-day returns for every order, the 14-day right of withdrawal for customers in the EU and UK, and what happens if something arrives broken.
If something is not right, you can send it back. This page explains our 30-day returns policy, the statutory right of withdrawal for customers in the European Union and the United Kingdom, and what happens with broken or faulty pieces.
The short version: unused pieces can be returned within 30 days of delivery for a full refund of the item price. Broken, faulty or wrong items are on us. If you live in the EU or the UK you can also withdraw from your purchase within 14 days without giving a reason — withdraw from contract here.
30-day returns (all countries)
- You can return any item within 30 days of the day you (or someone you named) received it.
- Items must be unused, clean and complete, ideally in the original packaging so they travel safely.
- To start a return, email support@linevessa.shop with your order number and the items you want to return, or use the online withdrawal form. We reply within two business days with the return address and instructions. Please do not send parcels to our registered office in Florida.
- For returns because you changed your mind, you pay the cost of sending the item back. Please use a tracked service and pack porcelain carefully.
- We refund the price of the returned items within 14 days of receiving them, to the payment method you used.
Right of withdrawal for consumers in the EU and the UK
If you are a consumer and live in the European Union or the United Kingdom, you have the following statutory right in addition to our 30-day returns policy.
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods that are delivered separately, the period expires 14 days after you or your nominated third party acquire physical possession of the last good.
To exercise the right of withdrawal, you must inform us — MUG LIFE STUDIOS LLC (LINEVESSA), 4310 W Whitewater Ave, Weston, FL 33332, United States, email support@linevessa.shop, telephone +1 6851661438 — of your decision to withdraw from this contract by an unequivocal statement (for example an email). You can use our online withdrawal function or the model withdrawal form below, but it is not obligatory. If you use the online function, we will send you an acknowledgement of receipt by email without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods to the return address we give you without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To MUG LIFE STUDIOS LLC (LINEVESSA), 4310 W Whitewater Ave, Weston, FL 33332, United States, support@linevessa.shop:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
Broken, faulty or wrong items
If a piece arrives broken, has a manufacturing fault or is not what you ordered, email us within 14 days of delivery with your order number and a photo. We send a replacement or refund the item and the delivery cost — you do not pay anything and you do not need to send a broken piece back. This does not limit your statutory rights: in the EU and the UK you have a legal guarantee of conformity of at least two years; in the United States, your rights under the laws of your state apply.
Cancelling an order before dispatch
You can cancel an order free of charge until it has been dispatched. Email us with your order number as soon as possible; if the order has not left us yet, we cancel it and refund the full amount, including delivery.
Refunds
Refunds go back to the payment method you used, in the currency you paid in. Depending on your bank or card issuer, it can take 5–10 business days for the money to appear on your statement. Import VAT and duties you paid to a carrier are not collected by us; to reclaim them, contact the carrier or your customs authority.
Promotions
We do not currently run discounts, promotions or discount codes. If we ever do, the conditions will be shown next to the offer.