Return & Refund Policy

At Cup Source, we are committed to providing the highest quality drinkware and packaging solutions to our wholesale and retail clients. While we have rigorous quality control measures, we understand that issues can occasionally arise. This policy outlines our procedures for returns, exchanges, and refunds.

1. Eligibility for Returns

We accept returns for wholesale and direct orders under the following conditions:

• Damaged Goods: Items that arrive with visible manufacturing defects, tears, or structural damage.
• Wrong Order: Items that do not match the SKU or specifications on your original order confirmation.
• Quality Issues: Leaking lids, defective printing (non-custom only), or materials that do not meet industry food-grade standards.

To be eligible, returns must be requested within 14 days of the delivery date. Items must be unused, in their original packaging, and in resalable condition unless the issue is due to a manufacturing defect.

2. Non-Returnable Items

The following items cannot be returned or exchanged under any circumstances:

• Custom printed or branded products (unless defective per our fault).
• Clearance, sale, or discontinued items.
• Consumable accessories (straws, stirrers, napkins) once opened or unsealed.
• Items damaged due to improper storage, handling, or environmental factors after delivery.

3. Return Process

To initiate a return, please follow these steps:

1. Contact Support: Email support@cupsource.com with your Order Number and a detailed description of the issue.
2. Submit Evidence: Provide clear photos or videos showing the defect or damage. For bulk shipments, please include photos of the outer packaging if damaged during transit.
3. Receive RMA: Our team will review your request and, if approved, issue a Return Merchandise Authorization (RMA) number.
4. Ship Items: Package the items securely and include the RMA number on the outside of the box. Ship to the address provided in your RMA instructions.

4. Shipping Costs & Restocking Fees

• Defective/Damaged Items: Cup Source covers return shipping costs. No restocking fee applies.
• Wrong Order (Our Error): We cover return shipping and will expedite replacement at no charge.
• Change of Mind / Unapproved Returns: If we approve a return for items that are not defective or wrong, the customer is responsible for return shipping. A 15% restocking fee may apply to cover processing and repackaging costs.

5. Refunds & Exchanges

Once we receive and inspect your returned items:

• Wholesale Clients: Refunds are typically issued as Store Credit to your account within 5 business days. Cash refunds to the original payment method may be processed upon request but can take 7–10 business days depending on your bank.
• Retail/Direct Clients: Refunds are issued to the original payment method within 5–7 business days of approval.
• Exchanges: If you wish to exchange damaged items for identical replacements, we will process the exchange immediately upon receipt of the return (or upon approval for high-value defects).

6. International Orders

For international shipments, return shipping costs are the responsibility of the customer unless the item is proven to be defective or incorrectly shipped by Cup Source. Duties and taxes are non-refundable. Please allow additional time for processing international returns.

7. Contact Us

If you have any questions about our Return Policy or need assistance with an order, please reach out:

• Email: support@cupsource.com
• Phone: 1-800-555-0199 (Mon–Fri, 9 AM – 5 PM EST)
• Address: Cup Source HQ, 123 Supply Chain Blvd, Suite 400, Chicago, IL 60601