Refund policy

Handover Co. Refund and Returns Policy

Last updated: October 2026

Handover Co. is a New Zealand-based business, with our custom designs brought to life and shipped locally through our print partners within the United States. To minimize environmental waste, our printed mug designs are custom-printed to order specifically for you. Because our items are custom-produced on demand, we do not accept returns or exchanges for change-of-mind, design swaps, or incorrect choices.

However, we want you to love your mugs! If your order arrives damaged, faulty, or incorrect, we are fully committed to making it right in accordance with the New Zealand Consumer Guarantees Act (CGA).

Damaged, Faulty, or Incorrect Items

Ceramic mugs are fragile, and occasionally items can be damaged in transit. If your item arrives broken, has a major printing defect, or is the wrong design entirely, you are fully entitled to a remedy.

To claim a refund, please follow these steps within 14 days of delivery:

  • Take a clear photograph of the damaged mug, faulty printing, or incorrect item (if it arrived broken, please also include a photo of the shipping packaging).

  • Email the photo, along with your Order Number, to our support team at: hello@handoverconz.com

How We Resolve Issues

Once we receive your email and verify the defect or transit damage, we will resolve the issue quickly. Because your item is printed and shipped locally in the USA, and shipping broken ceramic items internationally back to New Zealand is unsafe and impractical, you do not need to physically mail the item back to us.

Depending on the nature of the issue:

  • Major Faults or Broken Items: You will receive a full refund back to your original payment method.

  • Minor Faults: We will work with you to provide a fair solution, which may include a partial or full refund depending on the severity of the issue.

Order Cancellations and Address Changes

Because our fulfillment process with our local USA printing network begins automatically shortly after your order is placed, we cannot cancel or amend orders once printing has commenced.

Please double-check your shipping address and selected mug designs carefully at checkout. Handover Co. is not responsible for orders delivered to an incorrectly entered address.

Have a laugh on us,

Handover Co.