Returns & Exchanges

International Return & Exchanges Policy

Please inspect your order promptly upon delivery.

If you wish to return or exchange an item for your own reasons, please review the conditions below. We cannot accept returns or exchanges that do not meet the following conditions.

If your return or exchange is eligible, please email us at contact@muugi.jp within 8 days of receiving your order, including the information listed below. We will reply with the return shipping address and further instructions.

Please ship the item within 7 days after receiving our return instructions. Return shipping costs are the responsibility of the customer.

Information to include in your email

• Full name
• Order number
• Product name
• Reason for the return or exchange
• Condition of the item (e.g. unworn, tried on only)

Returns and exchanges cannot be accepted if:

• The return or exchange was not requested within 8 days of delivery.
• The return or exchange was not requested in advance.
• The item has been worn or used.
• The item has odors, stains, or damage. Please note that fragrances from fabric softeners, scented detergents, perfumes, and similar products may transfer to the fabric even during a brief try-on.
• The item has been altered, repaired, or otherwise modified.
• The item has been washed or dry cleaned after delivery.
• The item has significantly diminished in value due to insufficient care or inadequate packaging during return shipping.
• The item is not returned in the same condition as received, with all original packaging and accessories.
• The item is listed as non-refundable (all briefs/panties and all Irregular Products are non-refundable).

If an item that does not meet the above conditions is returned to us, we will be unable to process it as a return or exchange.

The original shipping charges paid at the time of purchase are non-refundable.

Duties and taxes are forwarded to your local customs authority and therefore are non-refundable. As only the recipient of an order can claim these charges back, please contact your local customs office directly with copies of your return documentation.

We strongly recommend obtaining proof of postage when returning your parcel, as we cannot be responsible for items lost in transit.

We do not accept returns sent cash on delivery (COD) or shipments requiring additional payment upon delivery.

We do not provide prepaid return labels or reimburse return shipping costs.

Refunds

We will notify you once we've received and inspected your return to let you know if the refund was approved or not.

If your return is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit within 10 business days, depending on your card issuer's policies.
Please remember it can take some time for your bank or credit card company to process and post the refund too.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Please contact us within 8 days of receipt of the item.

Special Notice for Customers in the European Union (EU) and European Economic Area (EEA)

This section applies to customers who are consumers in the European Union (EU) or European Economic Area (EEA), where applicable. In the event of any conflict between this Special Notice and the general International Return Policy above, this Special Notice will apply.

In accordance with applicable consumer protection laws, EU/EEA customers have the right to withdraw from their purchase contract within 14 days of receiving the goods without giving any reason.

1. Non-Refundable Items

Items listed as "non-refundable" on the product page, including all briefs/panties and all Irregular Products, are not eligible for return, except where a return is required by applicable law.

For health protection and hygiene reasons, briefs/panties and similar hygiene products are not eligible for return once the sealed packaging has been opened, or if the item has been tried on, worn, or used after delivery.

2. Condition of Returned Items and Diminished Value

For items that are eligible for return, you may examine and try on the product only as you would be reasonably permitted to do in a retail store, to the extent necessary to establish its nature, characteristics, and functioning.

If the returned item shows signs of handling beyond what is necessary for such inspection, any diminished value will be deducted from your refund. This includes, but is not limited to, wear, washing, perfume scents, sweat, stains, make-up marks, deodorant marks, damage, loss of shape, or removal of tags or labels. Depending on the condition of the returned item, the deduction may be up to the full price of the item.

3. Refunds and Delivery Costs

If you withdraw from the contract, we will reimburse the payments received from you for the returned goods.

Duties, taxes, customs fees, and any other import charges paid to local authorities are not collected by MUUGI and are generally not refundable by us. Please contact your local customs authority for any applicable refund procedures.

4. Return Shipping Costs

Customers are responsible for the direct cost of returning the goods. We do not provide free return shipping labels for international returns.

We do not accept packages returned on a cash-on-delivery basis or packages requiring additional payment upon delivery.

5. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal within the 14-day cooling-off period, please complete and submit your request through our [Withdraw from Contract / EU/EEA Return Form].

Once you submit the form, we will send you an acknowledgement of receipt and further instructions by email without undue delay. Please do not ship any item back to us until you have received return instructions from us.

You can always contact us for any return questions at contact@muugi.jp.