At MUSUBI KILN, we offer replacements exclusively for items that arrive damaged or have a defect.
Items are considered damaged or defective if they are damaged upon arrival or if a defect is identified within 10 days of delivery. Please note that minor signs of wear, small scratches, or abrasion that may occur during manufacturing or shipping are not considered defects.
Is there a deadline for exchange or replacement requests?
The delivery date is recorded in our system once receipt of the shipment has been confirmed. If we are contacted more than 10 days after delivery, we are no longer able to determine whether the issue occurred during transit or after use. For this reason, requests for exchange or replacement cannot be accepted after 10 days have passed.
How do I request an exchange or replacement?
If you would like to exchange an item for the same item, please contact our Concierge Team and send us clear photos that clearly show the issue.
After reviewing the condition, we will offer either a replacement or a refund. Please note that for one-of-a-kind items, discontinued products, or out-of-stock items, a refund may be the only option available.
Who covers the shipping costs?
Return and re-shipping costs will only be covered by MUSUBI KILN if the item has been confirmed as defective.
Need assistance?
Please feel free to reach out to our Concierge Team at any time:
Concierge-Team: info@musubikiln.com