Changes and Cancellations After Ordering

If you wish to change or cancel your order after it has been confirmed, please contact us as soon as possible.

However, we cannot accept changes or cancellations in the following cases:

After shipment preparation has begun
After the product has been shipped
After personalized processing has begun
After production of made-to-order items has begun

Cancellations made for customer convenience after shipment has been completed will be handled as returns.

Returns

Returns for customer convenience are accepted only if all the following conditions are met and the return is made within 10 days of the product's arrival:

The product is unused
All product tags, accessories, instruction manuals, etc., are included
The product can be returned in the same condition as when it was delivered
You have the order number or proof of purchase
You have contacted MUUZ prior to returning the item

If you wish to return an item, please be sure to contact us before sending it back.

Returns sent without prior notice may not be accepted. Please wait for our instructions on how to return the item before shipping it back to us.

Items that cannot be returned

Items that have been used once
Items that have been scratched, soiled, damaged, or have acquired odors while in your possession
Items for which product tags or accessories have been lost
Personalized items
Custom-made items
Made-to-order items
Items processed according to customer specifications
Items for which the return period has expired
Items purchased outside of this online store
Items returned without prior notice

In the case of returns for customer convenience, the customer is responsible for return shipping costs and any fees associated with the refund.

If a return causes the original order total to fall below the conditions for free shipping, the initial shipping costs may be deducted from the refund amount.

Defective or Incorrect Items

In the unlikely event that a product is defective or an incorrect item was delivered, please contact us as soon as possible after the product arrives.

Upon confirming the condition of the product, we will provide a replacement, repair, or refund depending on the situation.

We will cover the shipping costs for returns or exchanges caused by our error.

If a replacement cannot be provided, we may offer a refund instead.

Individual differences in natural materials—such as unique color tones, knots, wood grain, and thickness—and matters stated in advance on the product page may not be considered defective.

Exchanges

We do not accept direct exchanges of products for customer convenience.

If you wish to change the color, size, or product, please return the item you have and place a new order for the desired product.

Please note that depending on stock availability, the desired product may not be available for purchase.

Refunds

After the returned item arrives at our store and its condition has been verified, refunds will generally be processed via the original payment method used at the time of purchase.

The timing for the refund to be reflected depends on your credit card company or payment provider. After a charge is finalized, it may be offset or refunded in the following month or later.

If you paid via bank transfer, we will issue the refund through a method specified by us.

Shipping charges, bank transfer fees, and payment processing fees are generally non-refundable, except for returns due to our error.

Repairs

At MUUZ, we provide repair consultations whenever possible to help you use our products for a long time.

Whether a repair is possible, as well as the cost, shipping fees, and lead time, will vary depending on the product type, extent of damage, and availability of parts.

Depending on the condition of the product or parts availability, we may be unable to accept a repair request.

If you would like to request a repair, please contact us in advance with the following information:

Product name
Date of purchase
Place of purchase
Description of damage
Photos showing the condition of the product

Please refrain from sending repair items without prior notice. Please wait for our instructions before shipping the item.