Refund policy

Refund & Returns Policy

MUSOTOKU products are designed and sold for professional tattoo and PMU artists. By completing a purchase, the buyer confirms they are acting for professional purposes.

The return conditions that apply to your order depend on who you are and where you live:

  • Section 1 applies to professional customers worldwide and to all customers outside the EU/EEA and the United Kingdom, including the United States.
  • Section 2 applies only to consumers (individuals buying for personal, non-professional use) living in the EU/EEA or the United Kingdom.
  • Sections 3 to 5 apply to everyone.

1. Standard returns (professionals worldwide and customers outside the EU/EEA and UK)

1.1 Return window. You may request a return within 14 days of receiving your product.

1.2 Unopened products. Unopened products in their original sealed packaging are refunded in full, excluding shipping costs.

1.3 Opened products. Opened products can be returned within the same 14 days, provided they are unused and include their original box and all accessories. Handling, repackaging and testing costs are covered by a deduction of 10% of the item's price, up to a maximum of 35 EUR (or the equivalent in your currency).

1.4 Final sale items. The following items are final sale and cannot be returned or cancelled, except under the warranty in Section 3:

  • Products in the Accessories & Spare Parts, Battery Pack and Merchandise collections
  • Bundles
  • Sale-priced items
  • Customized or personalized products

1.5 Shipping costs. Original shipping costs are non-refundable. Return shipping is paid by the customer.

This section does not affect your rights if a product arrives defective or damaged (Section 3).

2. Consumers in the EU/EEA and the United Kingdom

If you are a consumer living in the EU/EEA or the UK, you have the following statutory rights, which take priority over Section 1.

2.1 Right of withdrawal. You may withdraw from your purchase within 14 calendar days without giving any reason. The period starts on the day you, or a person you designate (other than the carrier), receive the goods. If your order is delivered in several parcels, it starts when you receive the last one.

2.2 How to withdraw. Send us a clear statement of your decision by email to support@musotoku.com before the 14 days end. You may use the model withdrawal form at the end of this policy, but it is not required. You must then send the goods back within 14 days of telling us.

2.3 Refund. We will refund all payments received from you, including the initial delivery cost, within 14 days of receiving your withdrawal notice. If you chose a delivery method more expensive than our cheapest standard option, we will not refund the extra cost. We use the same payment method you used, unless you agree otherwise, at no cost to you. We may withhold the refund until we receive the goods back or you provide proof of shipment, whichever comes first.

2.4 Return costs and condition. You pay the direct cost of returning the goods. You may open and handle the product as you would in a shop to check its nature, characteristics and functioning. You are only liable for any loss of value caused by handling beyond that, for example use with ink, signs of wear, damage, or missing parts or packaging. In that case we may deduct an amount proportional to the actual loss of value. No fixed deduction applies to opened products.

2.5 Exceptions. The right of withdrawal does not apply to:

  • Products made to your specifications or clearly personalized
  • Sealed products that cannot be returned for health or hygiene reasons once unsealed after delivery (for example sterile needles or cartridges and single-use grip covers)

Sale items, bundles, batteries, spare parts and merchandise can be returned under this section.

3. Defective or damaged products (all customers)

If a product arrives defective or damaged, or develops a manufacturing defect covered by our warranty, contact support@musotoku.com with your order number and photos or a short video. We will repair or replace it, or refund it if repair or replacement is not possible. For consumers under Section 2, repairs and replacements are free of charge, including shipping.

All products include a 1-year limited warranty for professional customers. Consumers in the EU/EEA and UK also keep their statutory legal guarantee (3 years from delivery in Spain), which this policy does not limit.

4. How to return a product

  1. Email support@musotoku.com with your order number before sending anything. We will reply with the return address and instructions.
  2. Pack the product securely, in its original box with all accessories where possible.
  3. Use a tracked shipping service. For items over 75 EUR we recommend insurance, as we cannot refund items lost on their way to us.

Returns are sent to: MUSOTOKU (EXINOM CORE SL), Calle Aranjuez 513, 28805 Alcalá de Henares, Madrid, Spain.

5. Refund processing, customs and duties

Once we receive and inspect your return, we will email you to confirm whether the refund is approved and of any deduction. Approved refunds are issued to your original payment method. Your bank may take a few additional days to post it.

For returns shipped from outside the EU, any customs duties or import charges we pay when the package re-enters Spain will be deducted from the refund. Contact us before shipping so we can help you declare the package as returned goods and reduce these costs. For consumers under Section 2, we only deduct charges that are a direct cost of the return.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: MUSOTOKU (EXINOM CORE SL), Calle Aranjuez 513, 28805 Alcalá de Henares, Madrid, Spain — support@musotoku.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: _____

Ordered on / received on: _____

Name of consumer(s): _____

Address of consumer(s): _____

Signature of consumer(s) (only if this form is notified on paper): _____

Date: _____