Refund policy

Returns
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Please, take also into account the customization costs made for your order are not eligible for refund.

Additionally, there is a charge of 35 EUR to account for handling, repackaging and testing of the returned item that will be deduced from the refunded amount.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@musotoku.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@musotoku.com

Shipping
To return your product, you should mail your product to our premises.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Finally, derived costs from custom duties when your package is returned to our workshop are not covered by us and will also be deduced from your refunded amount. Please, contact us before shipping to arrange your return in the best way possible to minimise the costs of duties (if applicable).

Warranty

All of our products are covered by the lega EU warranty of 2 years that covers defects on components and manufacturing (EU directive 2019/771).

¿How the 2019/771 EU directive works?

The EU directive makes a differentiation between the first and second year after the purchase.

1st year: the defect it is presumed to have existed at the time of delivery unless it is found that the unit was damaged by customer.
2nd year: the buyer needs to demonstrate that the defect existed at the time of delivery. In this case the warranty is not applicable unless demonstration is provided by the customer.

If needed, further information can be found on this link: EU directive 2019/771