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   Goods Exchange

Q. What is the exchange policy of MUJI Official Online Shop?
A. The exchange service must be made via MUJI Hong Kong physical stores within 14 calendar days after the order date. You must present with the valid invoice with QR code or Order Number from MUJI Official Online Shop for exchange. The physical stores will only accept exchanges for items purchased from the Official MUJI Online Shop or MUJI stores. Items purchased from other designated online shops shall follow the terms and conditions / policy of goods exchange and return of those online shops. Unless otherwise specified, products could only be exchanged once.
Q. What is the exchange process?
A. Order of General Merchandise Delivery or Store Pickup: Prior application for exchange is not required. You can bring the product(s) to our designated physical stores together with the Invoice with a QR code or Order Number within 14 calendar days after the order date. Our staff will examine the product(s) to whether the conditions of exchange are met, our decision on the examination will be final. Order of Bulky Item Delivery: The application for exchange must be made via MUJI Official Online Shop by email mujics@muji.com.hk or by phone.
Q. If the size or color of the received item is unsuitable, can I apply for an exchange for another item?
A. You can exchange for any item at the phyiscal stores in Hong Kong. However, exchange service is subject to the stock availability at stores. If you elect to exchange for product(s) of a higher value, you agree to pay the difference between the actual price you paid for the returned product(s) and the price of the product(s) in exchange. If the item chosen is of lower value, no refund for the price difference will be provided.
Q. How can I get a invoice with QR code or the order number for my purchase?
A. After the order is confirmed, you will receive an email attached with the Online Shop invoice with the QR code. Please properly keep it for exchange purposes. If you are unable to provide the online shop invoice with a QR code or its order number upon request, we reserve the right to refuse your exchange request.
Q. Which items are not eligible for exchange or return?
A.
(a) gift coupons, food, personal care items, underwear , bathroom fabrics, books, plants, sanitisers, custom-made items, embroidered, altered or assembled items, plastic bag and paper bag charges, service charges; or
(b) those with defect(s) caused by non-manufacturing faults, including but not limited to the natural characteristics of the material (such as leather pattern, wood grain, knots and colour etc.); or
(c) through no fault of ours, those with defect(s) due to any human factors (such as alteration, assembling or improper use etc.), or other external or environmental factors, and/or fair wear and tear occurred under normal use.

   Goods Return

Q. What is the return policy of MUJI Official Online Shop?
A. Except as provided in these Conditions or approved by us on a case-by-case basis, no return of any products will be accepted for any purchases from MUJI Official Online Shop. You may be entitled to a return of any products purchased from MUJI Official Online Shop with a fundamental defect or quality issue that is justified and accepted by us in our sole and reasonable judgment.
Q. What is the return process？
A. Applications for returns must be made within 14 days from the delivery date through the Customer Service Department of MUJI Hong Kong Official Online Shop at mujics@muji.com.hk . Please ensure that the returned items comply with “Paragraph 24 (Conditions of Exchange and Return) of the Terms and Conditions”. When applying for a return, the following information must be provided :
 
• your reason for making a return and refund application;
• supporting photographs;
• the item number of the product you wish to return and refund;
• the quantity of such product;
• Order Number;
• your contact phone number
  Upon receiving your application, we will send a confirmation email to acknowledge your request and provide you with a preliminary approval result within 5 Business Days. If your application is preliminarily approved, you will receive a return confirmation notice. Please follow the instructions on how to return the item. The related delivery expenses will be covered by us. Once the returned item arrive at our warehouse, we will conduct an inspection to ensure compliance with return conditions. Once the return application is finally approved, we will notify you via email and/or SMS. Please note that the inspection process for regular items typically takes approximately 5 Business Days from the day the returned items are received while furniture items may require approximately 10 Business Days for inspection. For details regarding the return process, please click here to refer to “Paragraph 24 (Conditions of Exchange and Return) of the Terms and Conditions”.
Q. Is return free of charge？
A. If the order cancellation is caused by us or the return is caused by product defect(s):
 
- the net purchase amount related to the products, the discount offered or free delivery you have enjoyed will not be affected.
- But MUJI Mile(s) will still be deducted according to the refund amount.
  MUJI does not accept any product return except due to product defect, even if there is special return /order cancellation caused by you which has been exceptionally approved by MUJI, you will still be required to pay the below:
 
- All benefits and entitlements will be deducted in the refund net purchase amount;
- All logistics charges related to the return to the warehouse: ( Items picked up by our appointed courier service provider: HK$50 per carton per location;Items picked up by our appointed trucking company: HK$250 per carton per location.)
- Any gift or redemption products issued with the order has to be returned.
  You accept that we will not reissue or reactivate any used Promotional Codes nor refund the equivalent sum of any used Promotional Codes to you. For further information, please review paragraph 11 on Promotional Codes.
Q. The products I received are different from my order description/invoice or defects/damages. What should I do？
A. The application for return must be made via MUJI Official Online Shop within 14 calendar days after the order date. Physical stores are unable to handle defective/damaged items purchased from Online Shop.
Q. How long does it take for a refund to be processed？
A. Upon receipt of your submission, we will send you an acknowledgement of your return and refund application and your application will be reviewed and considered by us internally. You will be notified of our preliminary decision within 5 Business Days after we sent our acknowledgement of receipt. Refunds will be issued based on the original form of payment. Under normal circumstances, you will receive the refunds within 30 Business Days after our final approval on your application, but it varies depending on your card issuer, bank or electronic payment agency.
Q. Which items are not eligible for exchange or return?
A.
(a) gift coupons, food, personal care items, underwear , bathroom fabrics, books, plants, sanitisers, custom-made items, embroidered, altered or assembled items, plastic bag and paper bag charges, service charges; or
(b) those with defect(s) caused by non-manufacturing faults, including but not limited to the natural characteristics of the material (such as leather pattern, wood grain, knots and colour etc.); or
(c) through no fault of ours, those with defect(s) due to any human factors (such as alteration, assembling or improper use etc.), or other external or environmental factors, and/or fair wear and tear occurred under normal use.