Returns and refunds

We want you to love your Route500 Scotland Travel Mug. If something is wrong, we will put it right. If you simply change your mind, you can send it back within the time below.

1. Changed your mind

You have 14 days from the day your mug is delivered to tell us you want to cancel. Then you have 14 days from telling us to post it back.

To cancel, email [email protected] with your order number and the words "I want to return my order". Please do this before you post anything. We will reply within one working day with the return address and instructions. Items sent without contacting us first may be delayed or lost.

The mug must be unused, undamaged and in its original packaging. You are responsible for the cost of posting it back and for its safe arrival.

Once we receive the mug and check it, we refund the price you paid, including the original standard delivery cost, to the payment method you used. We refund within 14 days of receiving it back. If the mug has been used or handled beyond what was needed to check it, we may reduce the refund to reflect any loss in value.

2. Faulty, damaged or wrong item

If your mug arrives damaged, faulty, or not as described, tell us within 30 days of delivery. Email [email protected] with your order number and a clear photo showing the problem.

We will send a replacement or refund you in full, whichever you prefer, and we pay for any return postage. For a damaged mug we usually do not need it sent back.

This sits alongside your legal rights under the Consumer Rights Act 2015, which are not affected.

3. Exchanges

We replace faulty or damaged items with the same product. If you changed your mind and want a different item, please return the mug as above and place a new order.

4. Digital products

The Route500 Trip Plan Collection is delivered digitally and immediately, so the 14-day cancellation right ends once delivery begins, as you agree at checkout. If a file is faulty or not as described, contact us and we will replace it or, if we cannot, refund you. See our Terms of Sale.

5. Refunds and gifts

Refunds go to the original payment method. If you bought the mug as a gift, we refund the person who paid. Banks can take 5 to 10 working days to show a refund once we have issued it.

Questions? [email protected]