Refund policy
Hello, and welcome to Mugu.
At Mugu, we highly value thoughtful shopping decisions. We encourage you to carefully consider your purchases. Please ensure that all details are accurately entered, as responsibility for resolution lies with the purchaser in the event orders cannot be fulfilled or need to be returned due to insufficient or incorrect information.
14-Day Refund Policy
At Mugu, we offer a 14-day refund policy. You may request a return within 14 days of receiving your order, with the exception of certain items such as custom or made-to-order furniture.
If you're not satisfied with your purchase, please contact us at info@mugu.com.au within 14 days of delivery to initiate the return process.
Please note the following conditions:
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Items must be unused and in original condition.
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Returns must arrive undamaged at our fulfillment center.
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Customers are responsible for return shipping and handling fees for change-of-mind returns.
- For acrylic panel products, the protective film must not be removed. Once the protective film has been peeled off, the item is not eligible for return.
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For change-of-mind returns, the original payment processing fees (e.g. card or transaction fees) will be deducted from your refund.
Mugu reserves the right to refuse returns or exchanges if items are returned damaged, used, or not in as-new condition due to customer misuse or improper repackaging.
Once your return is received and inspected, your refund will be processed back to your original payment method. Please allow a few business days for the refund to appear in your account.
Exchanges
Due to our handmade products, simple exchanges may be challenging. Please be mindful of this. However, exchanges are possible in the case of defects or faults.
(Exchange for minor scratches is challenging due to the handmade nature of our products. We appreciate your careful consideration before making a purchase.)
Damages and Issues
Please inspect your order upon delivery. If you notice any defects, damage, or if you've received the wrong item, contact us within 5 days so we can assess the issue and make it right.
You can reach us via the chat box in the bottom-right corner of our website or email us at info@mugu.com.au with the following details:
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Your full name and phone number
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Clear photos of the damaged or incorrect item
As our products are handmade and built in-house at our warehouse, minor surface scratches, imperfections or gaps may occasionally occur. These are a natural part of the production process and not considered faults. We appreciate your understanding and careful consideration before making a purchase.
Custom Shelf Return Policy
Each custom shelf is a made-to-order, one-of-a-kind piece, designed specifically to your specifications. As a result, we are unable to accept returns, exchanges, or refunds for custom orders.
We strongly encourage reviewing all details carefully before placing your order to ensure accuracy. If you have any questions or need assistance before purchasing, feel free to contact us at custom@mugu.com.au.
If your order arrives damaged or incorrect, please reach out within 48 hours of delivery with photos, and we will work to resolve the issue.
Thank you for understanding and supporting custom craftsmanship.
Order Cancellation
All orders can be canceled within 12 hours before dispatch. If you need to change or cancel an order after payment, contact us at info@mugu.com within 12 hours. Once the packaging and shipping process starts, the order cannot be canceled or changed.
Thank you for choosing Mugu. Happy shopping!