Defective Products, Exchanges, and Returns

We accept returns within 30 days after you receive the products. Once you sign in to 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 unused and in the same condition that you receive them. 

In case of damage/defect to the delivered items:

Please contact us with a picture of the defective item. Once we confirm the picture, we will ship a replacement as soon as possible. Shipping costs will be covered by us in this case. We will ship it as a free replacement so that the import duty won't be charged again.

Please note that we may refund your money if the same item is out of stock or discontinued, unfortunately.

In case you wish to return the product for your own reason: 

In this case, such as you do not like the item or return it in your own circumstances, you will be responsible for the return shipping cost. Shipping charges vary depending on the package size and weight, so please ask each time. Also, only the cost of the item is refundable; shipping charges, customs duties, etc., are not refundable. And the item must be in the original packaging. If this is acceptable, we will send you the necessary documents for you to return the item.

* Please do not return any items to our partner warehouse because they can't receive them and we may not refund them.

The following items are some of the examples that cannot be returned:

• Items bought from other websites
• B to B orders
• Gift cards

Either way of returns, we will send you the necessary documents from us. Please contact our Concierge Team. Also, for more about returns, don't hesitate to contact our Concierge Team at any time.
Concierge Team: info@musubikiln.com

We only replace items if they are defective or damaged, meaning that items are damaged when receiving or turn out 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, there is no way for us to make sure if items are damaged or defective as at delivery or if they turn into the condition due to the way you use them. Therefore, those requests issued after 30 days of arrival will be invalid.

If you would like to exchange it for the same item, please 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 the items, we will send you what you wish, either a refund or an 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.

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. 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.

We MUSUBI KILN only replace items if they are defective or damaged, meaning that items are damaged when received or turn out 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, there is no way for us to make sure if items are damaged or defective as at delivery or if they turn into the condition due to the way you use them. Therefore, those requests issued after 30 days of arrival will be invalid.

If you would like to exchange it for the same item, please get in touch with our Concierge Team with pictures that show the issue. Once we confirm the condition of the items, we will send you what you wish, either a refund or an 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.

Concierge Team: info@musubikiln.com