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   Goods Exchange and Return

Exchange:

1. 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.
2. 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.
3. Exchange service is subject to the stock availability in Physical Stores at Hong Kong.
4. Unless otherwise specified, products could only be exchanged once.
5. If a valid invoice with QR code/Order Number cannot be provided, we reserve the right to decline such exchange request or set the price according to the lowest retail price on record.
6. Exchange services are not applicable to the following items or circumstances :
 
(i) Items have quality issues; or
(ii) Gift coupons / food / personal care items / underwear / bathroom fabrics / books / plants / sanitizers / customer orders / custom-made items / embroidered, altered or assembled items / service charges; or
(iii) Defect caused by non-manufacturing faults, including but not limited to the natural characteristics of the material (such as leather pattern, wood grain, knots and color etc.) causing discrepancy between the item and exhibits or photo; defect due to any human factor (such as alteration, assembling or improper use etc.), or other external or environmental factors, and/or fair wear and tear occurred under normal use.
7. Returned items must not be worn, washed, modified, or used, with all the original tags, labels, and packaging remaining intact.
8. When returning items, customers are required to return all accompanying gifts, redemption items, or coupons in their original condition and packaging, as received at the time of purchase. In the event that the accompanying gifts, redemption items, or coupons are not returned, MUJI Hong Kong reserves the right to refuse the return requests of customers.
9. MUJI Hong Kong reserves the right to amend the above terms and conditions without any prior notice.
10. In case of any disputes, the decision of MUJI Hong Kong shall be final.
11. For details of Return and Exchange service, please refer to paragraphs 22-24 of the “Terms and Conditions”.

Return:

1. If a customer wishes to return an item due to quality issues or delivery discrepancies, they must contact our Customer Service Department within 14 calendar days after the order date to apply for return. The Company will promptly follow up on the request.
2. In-store returns for items purchased through MUJI Hong Kong Official Online Shop cannot be processed. To apply for return, please contact our Customer Service Department via email.
3. unless the return of products is, in our sole judgement, due to product quality issues, you agree to bear the return delivery fees, together with the costs to handle the return and refund application and return the product(s) to you for the rejected application.
4. Once a return application is accepted, any electronic discount codes generated from that order will be promptly invalidated.
5. Only one return or exchange application is allowed per order.
6. Refunds will be processed through the original payment method. Any used coupons and discount codes will not be refunded.
7. MUJI Hong Kong reserves the right to reject the return request of a customer if no valid receipt is presented.
8. Return services are not applicable to the following items or circumstances :
 
(i) Items that do not have quality issues; or
(ii) Gift coupons / food / personal care items / underwear / bathroom fabrics / books / plants / sanitizers / customer orders / custom-made items / embroidered, altered or assembled items / service charges; or
(iii) Defect caused by non-manufacturing faults, including but not limited to the natural characteristics of the material (such as leather pattern, wood grain, knots and color etc.) causing discrepancy between the item and exhibits or photo; defect due to any human factor (such as alteration, assembling or improper use etc.), or other external or environmental factors, and/or fair wear and tear occurred under normal use.
9. Returned items must not be worn, washed, modified, or used, with all the original tags, labels, and packaging remaining intact.
10. When returning items, customers are required to return all accompanying gifts, redemption items, or coupons in their original condition and packaging, as received at the time of purchase. In the event that the accompanying gifts, redemption items, or coupons are not returned, MUJI Hong Kong reserves the right to refuse the return requests of customers.
11. MUJI Hong Kong reserves the right to amend the above terms and conditions without any prior notice.
12. In case of any disputes, the decision of MUJI Hong Kong shall be final.
13. For details of Return and Exchange service, please refer to paragraphs 22-24 of the “Terms and Conditions”.
Return Process for Store Pickup or General Merchandise Delivery

Please ensure that the items comply with the terms and conditions for return and exchange, and follow the steps below to submit your application within 14 days upon receipt of the items :

1. Please contact our Customer Service Department via email to apply for return and provide the following information :
 
(i) Purchase receipt number
(ii) Code number, quantity and label of the items being returned
(iii) Particulars and photos of items with quality issues
Customer Service Department :
Email : mujics@muji.com.hk
Tel : +852 2694 9309 (Press 3 after language selected)
2. Our Customer Service Department will review your application and notify you of the review results via email within 5 Business Days.
3. If your application is accepted by our Customer Service Department after review, you will receive an email regarding the return arrangement. Please follow the instructions in the email to complete the return information and select a preferred return date within 3 days. Afterward, you will receive a return confirmation email within 2 Business Days, along with a return form attached.
4. Please pack the items for return securely according to the following “Return Packaging Guidelines” before returning them :
 
(i) The items to be returned must be in complete packaging, including the main items, accessories, gifts, warranty certificates, original packaging, accompanying documents, and the purchase receipt.
(ii) Please securely pack the items for return using the original delivery packaging cardboard box. If the original box is lost or damaged, please use another suitable cardboard box as a replacement.
(iii) Please print the return form and place it inside the cardboard box.
(iv)  If the returned items are fragile, please fill any empty spaces in the box with newspaper or other soft materials, and attach a fragile label on the surface of the box.
5. The returned items received at the warehouse will be inspected to ensure compliance with the return and refund policy. Once confirmed, our Customer Service Department will issue a refund confirmation and process the refund through the original payment method. Refunds will be typically completed within 30 Business Days, but the actual time may vary depending on the issuing institutions of credit cards, banks, or electronic payment providers.
Return Process for Bulky Items Delivery

Please ensure that the items comply with the terms and conditions for return and exchange, and follow the steps below to submit your application within 14 days upon receipt of the items :

1. Please contact our Customer Service Department via email to apply for return and provide the following information :
 
(i) Purchase receipt number
(ii) Code number, quantity and label of the items being returned
(iii) Particulars and photos of items with quality issues
Customer Service Department :
Email : mujics@muji.com.hk
Tel : +852 2694 9309 (Press 3 after language selected)
2. Our Customer Service Department will contact you within 5 Business Days via email or telephone to follow up and arrange the return.
3. The returned items received at the warehouse will be inspected to ensure compliance with the return and refund policy. Once confirmed, our Customer Service Department will issue a refund confirmation and process the refund through the original payment method. Refunds will be typically completed within 30 Business Days, but the actual time may vary depending on the issuing institutions of credit cards, banks, or electronic payment providers.