General Return & Exchange Policy

General

At MUJI Australia, customer satisfaction is our priority. We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy"). Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law. Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or an exchange.

We offer a refund or exchange for change of mind up to 30 days* after the purchase date to return your items (some exclusion apply) for a full refund or exchange as long as it is returned in a saleable condition with original proof of purchase. The refund will be provided using your original payment method. By saleable condition we mean that the item has not been opened or used, is still in its original packaging and all manuals, packaging and accessories are included.

Once we receive your return in original condition, please allow up to 5 business days for your return to be processed. Once the refund has been processed, depending on your payment method or card issuer, it can take up to 10 business days for the funds to show in your account. Please note postage is non-refundable.

*When items are purchased in December, the 30 days for return & exchange commences from the 25th of December.

Exceptions

In the event that a product which you ordered is damaged during delivery:

(a) Please contact us as soon as possible.

(b) Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.

(c) We will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date you received the product.

When returning or exchanging a faulty, damaged or incorrectly described item, MUJI Australia will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by MUJI Australia prior to sending goods back to us.

Exceptions to Our Change of Mind Policy

Our change of mind policy does not apply to the following merchandise:

• Innerwear (including packaged shirts, underwear, and socks)
• Cosmetics, skin care, hair care, body & personal care
• Face masks
• Food, drinks & water bottles
• Furniture (including beds, mattresses, living room furniture, dining furniture, and shelving units)
• MUJI books
• Personalised items and gift packaging
• Clearance items (including Mottainai items)

Specific Information for Online Orders

Online Order Exchanges

Garment items may be taken in-store within 30 days of purchase for a direct exchange, i.e. the same item in a different colour/size. You will need to bring your MUJI Australia tax invoice to be eligible to make an exchange.

For any other items, direct exchanges are not able to be made through our online returns process. You must return the item to our warehouse for a refund, and then purchase the new item in a new order.

Online Order Refunds

To receive a refund for an item purchased from mujiaustralia.com, it must be sent back to our warehouse within 30 days of purchase. Refunds for items purchased online cannot be processed in-store.

Please note that customers are responsible for all shipping charges incurred for a 'change of mind' return. If you have selected to receive a pre-paid return label from MUJI and your return is deemed as 'change of mind', the cost of the label will be deducted from your refund total.

*When items are purchased in December, the 30 days for return & exchange commences from the 25th of December.

Online Cancellations & Order Amendments

Unfortunately, we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:

• Change of delivery address

• Changes to colours and sizes

• Adding or removing items

• Applying discounts

• Full order cancellations

Please ensure all details provided are full and correct at the time of order placement.

Return and Exchange Request

To submit a Return ticket please visit the Returns & Exchanges page here to get started.

STEP 1 – COMPLETE THE RETURN/EXCHANGE REQUEST ONLINE FORM

You will require your email address with which you placed the order, which can be found in your order confirmation email.

The MUJI Australia team will review your request. If your request is eligible and meets our return conditions, we will send you and email containing more information to proceed.

STEP 2 – POST YOUR PARCEL

Once you have received the approved confirmation email from MUJI Australia, please send your order back to the address provided.

If you wish to return product purchased online via mail, you will be responsible for the cost and risk of returning goods, including the cost of return shipping. We recommend you purchase postage insurance for high value items.

Once we receive your return in original condition, please allow up to 5 business days for your return to be processed. Once the refund has been processed, depending on your payment method or card issuer, it can take up to 10 business days for the funds to show in your account. Please note postage is non-refundable.