Thank you for shopping at MUGASE.COM. We want you to be completely satisfied with your purchase. Please read this policy carefully to understand our return and refund procedures.
Return Policy
Eligibility
- You may return most new, unopened items within 30 days of delivery for a full refund.
- For opened or used items, we offer a 14-day return period, subject to inspection.
- Custom-made or personalized rugs and carpets are not eligible for return unless they arrive damaged or defective.
Condition of Returns
- Items must be in their original condition, unused, and with all original packaging and tags attached.
- For opened or used items, we may deduct a restocking fee of up to 20% from the refund amount, depending on the condition of the returned item.
Process for Returns
- Contact our customer service team at info@mugase.com to initiate a return.
- We will provide you with a Return Merchandise Authorization (RMA) number and return instructions.
- Pack the item securely in its original packaging or equivalent.
- Include the order number on the outside of the package.
- Ship the item to the address provided in the return instructions.
Return Shipping
- Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent, defective product).
- For returns due to our error, we will provide a prepaid return shipping label.
Refund Policy
Processing Time
- Once we receive your return, we will inspect the item and process your refund within 5-7 business days.
- Refunds will be issued to the original payment method used for the purchase.
Refund Amount
- For eligible returns, we will refund the full purchase price of the item.
- Shipping charges are non-refundable unless the return is due to our error.
- Any restocking fees, if applicable, will be deducted from the refund amount.
Gift Returns
- For gifts, we will issue a store credit to the recipient for the value of the returned item.
Exchanges
We do not offer direct exchanges. If you need a different size or color, please return the original item for a refund and place a new order for the desired item.
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us within 48 hours of receiving the item.
- Provide photos of the damage or defect.
- We will arrange for a replacement or full refund, including return shipping costs.
Questions
If you have any questions about our Return and Refund Policy, please contact our customer service team.
We reserve the right to modify this policy at any time. Any changes will be posted on our website and will apply to purchases made after the posting date.