Thank you so much for supporting a small business. We're trying our best to make your experience with us and our products as good as possible. If your question isn't answered below, email us anytime at hello@getrugd.com.

Last updated: 23 August 2026

Products covered by this policy

This policy applies to every product sold by Get RUGD Pty Ltd (ABN 42 668 011 836), trading as RUGD, including:

• StubCup, including lids, stainless steel straws and silicone components
• StubJug, including lids, stainless steel straws and silicone components
• StubBoots (silicone base sleeves, 400ml and 1000ml)
• Any other RUGD product, accessory, spare part or limited release

Change of mind returns

You have 30 days from the date of delivery to return your order if you've changed your mind.

Products must be returned in their original packaging, unworn, unused and in undamaged, resalable condition. A try-on or a quick check of fit is fine. Products showing signs of real use can't be refunded for change of mind, for example a StubBoot that's been stretched onto a bottle and scuffed up on the tray of a ute.

For hygiene reasons, we can't accept change of mind returns on drinkware or drinkware components that have been drunk from, filled, or had a straw or lid used. That includes StubCups, StubJugs, lids, straws and silicone sheaths. If yours is damaged or defective, head to Damages and issues or the Warranty section below instead.

We also can't accept change of mind returns on:

• Engraved, personalised or made-to-order items, including bulk and corporate orders produced to your artwork or specification
• Gift cards and store credit
• Items bought on sale, clearance or promotion (see Sale, clearance and promotional items below)

How to start a return

1. Email hello@getrugd.com with your name, order number and reason for return.
2. Wait for us to confirm the return and send you the return address. Please don't post anything back before we've authorised it, as unauthorised returns can't be tracked to your order and may not be able to be processed.
3. Ship it within the 30 day window and email your tracking number to hello@getrugd.com.

Returns go to:

RUGD
Unit 3 / 18 Hancock Way
Baringa QLD 4551
Australia

Once your return arrives and we've inspected it, we'll let you know whether it's approved. Approved returns are refunded to the original payment method within a few business days. Refunds are made to the original payment method only.

Until your return reaches us it's your responsibility, so we strongly recommend a tracked and insured service. We can't refund a change of mind return that doesn't arrive or arrives damaged in transit back to us.

Who pays for postage

• Change of mind: return postage is at your cost and isn't refunded. The original shipping you paid isn't refunded.
• Faulty, defective, damaged in transit, incorrect item or our error: we cover postage both ways if a fault is found. Please note you will be reimbursed for postage if fault is found.

International orders

For orders shipped outside Australia, return postage, customs duties, taxes and import charges are your responsibility and aren't refundable. Please make sure a return is authorised by us in writing before sending anything back internationally.

When your order arrives

Please have a look at your order as soon as it's delivered. If anything is defective, damaged or incorrect, email hello@getrugd.com with your order number and clear photos of the issue.

Telling us within 24 hours of delivery genuinely helps, because it lets us check with our packing team and Australia Post while parcel records are still available. The sooner we know, the faster we can sort it out.

If you let us know later than that, we can still help. We'll just need a bit more from you so we can investigate properly:

• Clear photos of every item you received
• Clear photos of the original mailer bag or box, including the shipping label

Reporting late doesn't affect your rights under the Australian Consumer Law. It only affects how quickly we can investigate and what evidence we'll need to ask you for.

Damages and issues

If your order arrives damaged, faulty or incorrect, we'll repair, replace or refund it and we cover the postage. That applies to every product in the range.

Damage in transit. If Australia Post has damaged your parcel on its way to you, we may ask you to take the item to your nearest Australia Post office with a unique warranty code so we can lodge a claim and get a replacement to you as quickly as possible. There's more on the Australia Post website.

Parcels lost in transit. If your tracking stalls or your parcel doesn't turn up, contact us as soon as you can and we'll chase it with Australia Post. We're responsible for getting your order to you, so we'll work with you on a replacement or refund once the carrier confirms the parcel is lost.

Parcels marked delivered. If tracking shows delivered but you don't have the parcel, let us know as soon as possible and we'll open an investigation with Australia Post, including a safe drop check. We're not responsible for a parcel confirmed as delivered to your nominated address and then removed from that address, and we're not responsible for delivery to an incorrect or incomplete address supplied at checkout. Please double check your address before you order.

Minor imperfections

Our products are crafted with care and attention to detail. Because of the nature of production and the materials we use, slight variations or minor imperfections can occasionally occur, such as small marks, small variations in colour or texture between batches, or minor cosmetic irregularities. These don't affect the quality, performance or usability of the product and aren't considered defects.

Refunds or exchanges aren't issued solely on the basis of a minor cosmetic imperfection. If you think an imperfection meaningfully affects how the product works, seals, insulates or looks, email hello@getrugd.com with photos and we'll review it properly.

Warranty

RUGD products are covered by three warranty periods, depending on the part:

• Lifetime on vacuum insulation performance (StubCup and StubJug)
• 2 years on the stainless steel body and its components (StubCup and StubJug)
• 6 months on silicone, plastic and soft components, including lids, seals, gaskets, straw sheaths and StubBoots

All periods run from the date your order is delivered. Warranties apply to the original purchaser and aren't transferable. Proof of purchase from getrugd.com or an authorised RUGD stockist is required for every claim.

Lifetime vacuum insulation warranty

We stand behind our vacuum insulation for the life of the product. If the vacuum seal on your StubCup or StubJug fails, we'll repair or replace it.

Vacuum insulation failure means the double wall has lost its vacuum, which usually shows up as the product no longer holding temperature anywhere near the stated hold time, or the outer wall sweating and condensating when it shouldn't.

What "lifetime" means. This warranty covers you, the original purchaser, for the reasonable usable life of the product, for as long as you own it. It doesn't mean the product will last forever, and it doesn't cover insulation loss caused by damage, misuse or normal wear as set out under What's not covered below. Denting or crushing a product almost always breaks the vacuum seal, and that's accidental damage rather than a manufacturing defect.

2 year stainless steel warranty

Covers manufacturing defects in the stainless steel body and its components for 2 years from delivery:

• Loose objects or rattling inside the vacuum chamber. Anything moving, rattling or shifting inside the sealed double wall.
• Weld, seam and base failure. Splits, separation or leaks at the welds, the seams or the base plate.
• Integrated bottle opener defects. The base bottle opener cracking, deforming, detaching or failing under normal use.
• Thread and lid mount defects. A manufacturing fault that stops a lid seating, threading or sealing correctly.
• Finish failure. Powder coat or exterior finish blistering, bubbling or peeling away from the steel where it hasn't been caused by impact, abrasion or chemicals.
• Stainless steel straw defects. Burrs, sharp or unfinished ends, splits or manufacturing faults in the straw itself.

6 month silicone and soft component warranty

Lids, seals, gaskets, straw sheaths, StubBoots and other silicone or plastic parts are wear items. They're covered for 6 months from delivery against manufacturing defects such as splitting, tearing, perishing or failing to seal.

They're not covered for normal wear, staining, discolouration, odour retention, stretching from use, cuts, tears from over-stretching, or damage from heat, chemicals or dishwashing. Spares are available to buy.

What's not covered

No RUGD warranty covers:

• Normal wear and tear. Scratches, scuffs, marks, gradual dulling or fading of the exterior colour over time.
• Accidental damage. Dents, bending or deformation from drops, knocks, crushing or being run over, and any insulation loss or leak that follows from that damage.
• Misuse and extreme conditions. Freezing the product, putting it in a microwave, oven or freezer, placing it over direct heat, or using it for anything other than its intended purpose.
• Cleaning damage. Bleach, harsh chemicals, abrasive scourers, steel wool, commercial dishwashers or high heat sanitising cycles.
• Colour fade from dishwashing. Our stainless products are dishwasher safe on the top rack, but repeated dishwasher cycles can dull bright colours over time. We recommend hand washing bright colours to keep the finish looking sharp. Colour fade from dishwashing is normal wear, not a defect.
• Lost or misplaced parts. Lids, straws, silicone sheaths and StubBoots that go missing.
• Modification. Engraving, printing, drilling, repainting or any alteration carried out by anyone other than RUGD, and damage caused by stickers or adhesives.
• Commercial use. Hire, rental or high volume hospitality use.
• Surface rust. Cups used in more coastal environments are more prone to surface rust but this can be easily removed.
• Products not bought from us or an authorised stockist. Our warranties cover products bought from getrugd.com or an authorised RUGD stockist. They don't cover products bought second hand, from an unauthorised online reseller, or from a marketplace listing.
• Minor cosmetic imperfections as described above.
• Failure to follow care instructions supplied with the product or published on our website.

How to make a warranty claim

1. Email hello@getrugd.com with the subject line "Warranty claim".
2. Include your order number or proof of purchase, a description of the issue, when you first noticed it, and clear photos or a short video showing the fault.
3. We'll assess it and come back to you, usually within a few business days.
4. If we need the product back, we'll send you a prepaid return label. Please don't post anything back before we ask you to.

We cover the reasonable cost of making a valid warranty claim, including return postage and the postage of your replacement.

If we assess the product and the issue falls outside the warranty, we'll explain why and let you know your options, including whether a paid repair or replacement is available, before we do anything further. If we don't hear back from you within 30 days of that assessment, we may return the product to you at your cost or dispose of it.

Assessment and remedies

Where a claim is covered by one of our voluntary warranties above, we'll choose between repair, replacement or refund, and we may ask for the product back before we do. Where you're entitled to a remedy under the Australian Consumer Law, your rights to choose a remedy for a major failure are unaffected by this.

If a colour, size or product has been discontinued or is out of stock, we'll offer the nearest equivalent or a refund. We can't guarantee an exact colour match on replacements, as batch colours can vary slightly.

A repaired or replaced product is covered for the remainder of the original warranty period, not a new full term. For the lifetime vacuum insulation warranty, a replacement continues to be covered on the same terms as the original.

Warrantor details

Get RUGD Pty Ltd (ABN 42 668 011 836), trading as RUGD
Unit 3 / 18 Hancock Way, Baringa QLD 4551, Australia
hello@getrugd.com

Product safety

Bottle openers. StubCups and StubJugs include a built-in bottle opener on the base. As with most bottle openers, the metal edge can be sharp and could cause injury if handled incorrectly.

Stainless steel straws. Our straws are designed with rounded ends. As with any metal accessory, take care when washing, assembling or inserting the straw into the silicone sheath. If a straw looks sharp, damaged or incorrectly finished, stop using it and contact us straight away.

StubBoots. StubBoots are a stretch fit silicone sleeve. Take care when stretching one onto a bottle or jug, and don't use one that's split or torn.

Children. Please keep StubCups, StubJugs, StubBoots and all accessories out of reach of children. Infants and toddlers shouldn't handle the cup, jug, bottle opener, straws or boots without close adult supervision.

Always use caution when handling metal components, and inspect all parts before each use. Please follow these safety guidelines and any instructions supplied with your product or published on our website. Nothing in this section limits any rights or remedies you have under the Australian Consumer Law.

Refunds and cancellations

1. Cancelling before shipment

Orders can be cancelled for a full refund any time before they're shipped. For orders placed within 30 days of a promotional sale, refunds will reflect the current promotional price of any items included in that sale, until the price returns to its original value.

2. Pre-orders

Pre-order items are refundable before shipment. During sales or promotional periods such as Black Friday or EOFY, refunds will reflect the current promotional price of any items included in that sale, until the price returns to its original value.

Estimated pre-order dispatch dates are estimates, not guarantees, and can move because of production or freight timing. We'll keep you updated if a date changes, and you're welcome to cancel a pre-order for a full refund any time before it ships.

3. Sale and promotional periods

Orders placed before a sale aren't retroactively eligible for sale pricing.

4. Holding periods on new orders

If you have an active refund or cancellation request, or you've emailed hello@getrugd.com to explore a refund on an order placed within 30 days of a promotional sale, your account is placed on hold and can't be used to place new orders while that sale is running. This keeps access to promotions fair across all our customers while we finalise your refund.

5. Pricing and stock errors

Very occasionally a price, description or stock level on our site is wrong. If we've accepted an order affected by an obvious error, we'll contact you, and you can choose to proceed at the correct price or cancel for a full refund.

Sale, clearance and promotional items

Items bought on sale, clearance or promotion, along with gift cards and store credit, aren't eligible for change of mind returns or exchanges. Sale stock is offered at significant discounts as part of clearance events and promotions, with limited inventory, so please choose carefully.

Sale items still carry the full consumer guarantees under the Australian Consumer Law, and stainless steel sale items still carry the warranties set out above. If a sale item is faulty, damaged, not as described or doesn't do what it's meant to do, you're entitled to a repair, replacement or refund exactly as you would be at full price.

Wholesale, bulk and corporate orders

Orders placed by a business for resale, or for use in a business, are governed by our Wholesale Agreement or the terms on your quote or order form, which take precedence over this policy where they differ.

Change of mind returns aren't available on wholesale, bulk or corporate orders. Engraved, printed and made-to-order stock can't be returned or refunded once production has started, unless the item is faulty or the finished product doesn't match the artwork you approved in writing.

To the fullest extent permitted by law, and where the goods aren't of a kind ordinarily acquired for personal, domestic or household use, our liability for a failure to comply with a consumer guarantee is limited to any one of the following, at our option: replacing the goods, supplying equivalent goods, repairing the goods, or paying the cost of doing any of those things. We aren't liable for loss of profit, loss of business or any indirect or consequential loss. Nothing in this clause limits liability that can't be limited under the Australian Consumer Law.

Fair use and chargebacks

We're a small team and we back our products, so we'd always rather hear from you than see a dispute. If you think something's gone wrong with your order, please email hello@getrugd.com first so we can fix it.

We reserve the right to refuse service, cancel orders or decline future orders where we reasonably believe our returns, warranty or promotional policies are being misused, including repeated claims without evidence and fraudulent claims. 

Changes to this policy

We may update this policy from time to time. The version that applies to your order is the one published on our website at the time you placed it. The date at the top shows when this version was last updated.

Questions

Email us anytime at hello@getrugd.com.