Returns & Exchanges
International Return Policy
We have a 8-day return policy, which means you have 8 days after receiving your item to request a return.
If, for any reason, you are not happy with your purchase once received, please contact us within 8 days of receiving the goods. To return any items you must contact us in writing by sending an email to contact@muugi.jp. Please do not ship the item(s) until you have received a response from us via email confirming your return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.
We’ll take it back provided the item’s condition falls within the following parameters:
- Brand-new, unused, and unworn
- Unwashed and unaltered
- Free from odors, stains, damage, or signs of use
- In the same condition as received, with all original packaging and accessories
- Delivered within the past 8 days
- Not listed as “non-refundable” (All briefs/panties and all Irregular Products are non-refundable)
To start a return, you can contact us at contact@muugi.jp.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Customers are responsible for the return postage. Please note that if your country of residence is not Japan, shipping your goods may take longer than expected.
Please note that the shipping costs paid at the time of the order will not be refunded.
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 fees back, please contact your local customs office directly with copies of the return(s) paperwork.
We strongly recommend you ask for a proof of postage in case the parcel goes missing on its way back to us.
We encourage customers to carefully read this Return Policy and to please make sure all the items are eligible for return to avoid disappointment.
Items must be in their brand-new, unused condition with their original packaging. Any items that have been worn, damaged, washed or altered in any way will be rejected.
We provide a refund to your original payment method for all eligible items.
We do not accept packages returned on a cash-on-delivery basis or packages requiring additional payment.
We do not provide a returns label or pay for returns shipping.
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.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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.
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.