Defective Products, Exchanges, and Returns

I want to return my order.

We accept returns within 30 days after you receive the products. Once you sign in the receiving receipt, the date will be recorded in our system. If 30 days have passed, unfortunately we cannot offer you any refund or exchange.

To be eligible for a return, your items must be an unused and in the same condition that you receive it. It must also be in the original packaging. The following items are some of examples that cannot be returned.

Invalid returns:

Gift cards
Items not on our website
B to B orders

To return an item, please contact us through our web form or send us an email at info@musubikiln.com.

Your return cannot be refunded unless you inform us beforehand. Please also do not send your purchase back to the manufacturer.

Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong. However, if you do not like items or want to return them due to your circumstance, you will have to cover those costs.

If you are shipping an item over JPY10,000, please consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned items.

I want to exchange my product.

We only replace items if they are defective or damaged, meaning that items are damaged when receiving or turn out defective within 10 days of arrival. Please be advised that this does not include unavoidable abrasion from manufacturing process or delivery.

Arrival date will be recorded in our system when you sign for delivery. If you contact us after 10 days, there is no way for us to make sure if items are damaged or defective as at delivery or they turn into the condition due to the way you use. Therefore, those requests issued after a week of arrival will be invalid.

If you wish to exchange it for the same item, contact us through our web form or send us an email at info@musubikiln.com with pictures that show the issue. Once we confirm the condition of items, we will provide what you wish, either refund or exchange. Please note that we might only be able to refund you if by any chance items cannot be prepared as they are discontinued or pending.

Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.

When will I receive a refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. For example, if your original payment is done with a credit/debit card, it will take up to 30 days.

Refunds will be only applicable for products and shipping costs are non-refundable. Thus, you will have to bear all the costs for shipping, both initial delivery and return, so the former will be deducted from your refund. Also, we cannot refund any taxes, duties, or other charges which you may have paid when placing your order.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

There was damage to the product I received.

MUSUBI KILN only replace items if they are defective or damaged, meaning that items are damaged when receiving or turn out defective within 10 days of arrival. Please be advised that this does not include unavoidable abrasion from manufacturing process or delivery.

Arrival date will be recorded in our system when you sign for delivery. If you contact us after 10 days, there is no way for us to make sure if items are damaged or defective as at delivery or they turn into the condition due to the way you use. Therefore, those requests issued after a week of arrival will be invalid.

If you wish to exchange it for the same item, contact us through our contact form or send us an email at info@musubikiln.com with pictures that show the issue. Once we confirm the condition of items, we will provide what you wish, either refund or exchange. Please note that we might only be able to refund you if by any chance items cannot be prepared as they are discontinued or pending.

Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.