- Returns are not applicable
Due to the special nature of water cup products, returns and refunds are not supported in the following situations:
Hygiene-related products: All items that come into direct contact with the mouth (such as thermos flasks, glass cups, straws, etc.) are non-returnable and non-exchangeable once opened.
Customized products: engraved, patterned, and cups of special sizes or colors;
Promotional/Clearance items: Items marked “Final Sale” or with discounts exceeding 30%.
- Handling of exceptional cases
If the following conditions are met, after-sales service can be applied for within 48 hours:
Transportation damage: Provide photos/videos of the damage in an unopened state;
Wrong product sent: The order does not match the actual item seriously (the original label and packaging must be retained).
Processing flow
Contact customer service: Send an email to improve@escmarkcup.com with the subject line [after-sales application + order number];
Provide proof: Attach screenshots of the order, photos/videos of the problematic goods;
Review and processing: We will reply with the solution (exchange or partial compensation) by email within 3 to 5 working days.
- Consumer Notice
Before purchase confirmation: Please check the size, material (such as 304/316 stainless steel) and compatibility on the product detail page.
Warranty service: Smart cups (such as temperature display cups) enjoy a 12-month circuit warranty. Please keep the purchase voucher.
Legal basis: This policy complies with the EU’s “Consumer Rights Directive” (exemption for 14-day no-reason return of hygiene products).
- Contact Information
📧 customer service email: improve@escmarkcup.com
⏰ processing time: 9:00-17:00 on working days (UTC+2)
🛡️ dispute resolution: Complaints can be submitted through the North Macedonian Consumer Protection Association (kzp.gov.mk).