Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@mugensense.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@mugensense.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@mugensense.com.
Exchange Policy
MugenSense.com offers a 30-day exchange policy if the conditions below are met:
- All exchanges must be mailed within the first 30 days of receipt
- Returned items may be opened but must be in their original condition
- Customers are responsible for return mail postage
Please email us for all exchange inquiries. Include the word "exchange" and your order number in the subject line. A representative will respond to your email within 2 business days.
--
Return Policy
MugenSense.com offers a 30 day return policy if the conditions below are met:
- All returns must be mailed within the first 30 days of receipt
- A 10% restocking fee applies on all return requests
- Returned items may be opened but must be in their original condition
- Customers are responsible for return postage
Refunds will be granted ONLY if the above conditions have been met
Please email us for all exchange inquiries. Include the word "exchange" and your order number in the subject line. A representative will respond to your email within 2 business days.
--
Returns due to Address Error / Disposed by Shipping Company
If your order is Returned due to address error (missing unit number, street number or incorrect Postal Code, etc.) you will be responsible for the Return and Reshipping Fee. Please note that if we do not receive the parcel from the shipping company, we reserve the right to decline processing a refund or replacement order.
--
Order Changes
If you want to change your order please email us as soon as possible. Our support team routinely checks emails, however, if your order happens to process and ship unchanged after it's been placed our regular return policy applies.
It is extremely important to review your order to make sure it is correct before submitting it.
--
Order Cancellations
Orders are processed immediately after purchase. We cannot promise the cancellation of any order as our logistics process is very streamlined in order to meet shipping estimates. Any approved order cancellations are subject to a 10% restocking fee deducted against the refunded amount. Any purchase accepts and confirms the aforementioned notice. Note: you will be responsible for returning the products in their unopened, original condition.
--
Incorrect or Missing Items
If you received an incorrect item or order do not open any of the products and contact us immediately so we can rectify the issue. If you open a product, that product will no longer be accepted for a return, credit, or refund.
You MUST send us an email within 14 days of the package arriving to the shipping address that was provided or the postal outlet in which the package was delivered to.
--
Damaged Product
If your product arrived damaged, you MUST contact us immediately within 48 hours of receiving your order and we will require you to send us an image of the damaged product in order to process your claim. If you are you are not able to send us an image of the damaged product we will not be able to process your claim.
MugenSense does not cover damage caused by normal wear and tear and/or caused by accidental dropping, improper care or cleaning, dishwasher cleaning, non-standard usage or negligence.
We will evaluate your claim and provide a response of action within 48 business hours of receipt of your email.
Please note that all claims will be honored at the discretion of MugenSense and we reserve the right to refuse or replace any customer claims.
--
Missing Product
If you receive an order with missing product(s), you MUST contact us within 48 hours of receiving your order, and an image/copy of the packing slip must be submitted in order to be refunded or missing items sent. Please review your shipping confirmation email as items may be shipped out in separate packages.