Return & Refund Policy

Last updated: June 2025

1. Return Window

You may return eligible items within 14 days from the date of delivery. To be eligible for a return, items must be:

  • Unused and in the same condition as received
  • In the original packaging

2. Non-Returnable Items

The following items cannot be returned:

  • Custom or personalised pieces: Items made to order or customised to your specifications
  • Damaged by the customer: Items that have been used, chipped, or damaged after delivery through customer handling

3. How to Initiate a Return

To start a return, please:

  1. Email us at info@mugai.sg within 14 days of delivery
  2. Include your order number and the reason for the return
  3. We will reply with return instructions and a return authorisation
  4. Pack the item securely in its original packaging and ship it back to us

Please do not return items without contacting us first — unauthorised returns may not be processed.

4. Refunds

  • Once we receive and inspect your returned item, we will notify you of the refund status
  • Approved refunds are issued to your original payment method
  • Please allow 5–10 business days for the refund to appear in your account after approval

5. Partial Refunds

A partial refund may be granted if the returned item is not in its original condition — for example, items with signs of use, missing packaging, or minor damage not present at delivery.

6. Shipping Costs

  • Original shipping: Shipping costs from the original order are non-refundable
  • Return shipping: The customer is responsible for return shipping costs
  • Exception — Defective/damaged items: Mugai covers the return shipping cost for items that arrived damaged or defective (see below)

7. Damaged or Defective Items

If your item arrives damaged or defective, we sincerely apologise. Please:

  1. Email us at info@mugai.sg within 48 hours of delivery
  2. Include photos of the damage and the packaging
  3. We will arrange for a full refund or replacement at no cost to you
  4. Mugai covers all return shipping costs for damaged or defective items

8. Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order.

9. Contact

For return enquiries, contact us:

  • Email: info@mugai.sg
  • Company: Mugai Pte Ltd (UEN: 202523267N)
  • Location: Singapore