Defective Products, Exchanges, and Returns

At MUSUBI KILN, we accept returns within 10 days of the product’s arrival. To start a return, please contact our Concierge Team at:

We accept returns within 30 days of receipt.

The delivery date is recorded in our system once the delivery receipt is signed. If more than 30 days have passed since that date, we are unable to offer a refund or exchange.

To be eligible for a return, items must be unused, in the same condition as received, and in their original packaging.

What should I do if my item arrives damaged or defective?

If your item arrives damaged or defective, please contact us within 10 days of delivery and include clear photos of the affected item.

Once we confirm the issue, we will arrange a free replacement promptly. In this case:

• We will cover all shipping costs

• The replacement will be shipped as a free-of-charge replacement to avoid additional import duties

If the same item is out of stock or discontinued, we may offer a refund instead of a replacement.

What if I want to return an item for personal reasons?

If you wish to return an item due to a change of mind or personal circumstances:

• You will be responsible for the return shipping cost

• Only the product price is refundable

• Shipping fees, customs duties, and other charges are non-refundable

• The item must be returned in its original packaging

Shipping costs vary depending on size and weight. If these conditions are acceptable, we will provide you with the necessary return documents.

Important Return Notice

Please do not return items to our partner warehouse, as they are unable to accept returns. Items sent there may not be eligible for a refund.

Which items cannot be returned?

The following items are non-returnable:

• Items purchased from other websites

• B2B (business-to-business) orders

• Gift cards

How do I start a return?

For all returns, we will provide the required documentation.
Please contact our Concierge Team for assistance at any time.

If your item is defective or damaged, please kindly contact our Concierge Team for assistance.

We only replace items if they are defective or damaged. Items are considered damaged when received or defective within 30 days of arrival. Please be advised that this does not include unavoidable abrasion from the manufacturing process or delivery.

The arrival date will be recorded in our system when you sign for delivery. If you contact us after 30 days, we cannot confirm whether items were damaged or defective upon delivery, or whether they became damaged or defective due to use. Therefore, requests issued more than 30 days after arrival will be invalid.

If you would like to exchange it for the same item, please contact us via our web form or email us at info@musubikiln.com with photos that clearly show the issue. Once we confirm the condition of the items, we will issue a refund or exchange. Please note that we may only issue a refund if items cannot be prepared due to discontinuation or pending status.

Shipping costs for returns and redelivery will be covered by us if the products are defective or if you receive an incorrect product.

Once your returned item is received and inspected, we will email you to confirm receipt.

You will also be notified whether your refund has been approved or declined.

If approved, your refund will be processed and automatically issued to your original payment method. Processing times may vary depending on your payment provider. 

For example:

• Credit/Debit cards: refunds may take up to 30 days to appear

What costs are refundable?

• Refunds apply only to the product price
• Shipping fees are non-refundable
• Customers are responsible for both original shipping and return shipping costs
• Taxes, customs duties, and other fees paid at the time of purchase cannot be refunded

What should I do if I haven’t received my refund yet?

If you have not received your refund, we recommend the following steps:

1. Check your bank account again
2. Contact your credit card company or payment provider, as processing times may vary

Need help?

If you have any questions or concerns, please feel free to contact our Concierge Team at any time:

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: