Return & Refund

1. Order Changes or Cancellations

Customers can request to cancel or modify an order (including changes to address, quantity, etc.) within 4 hours of placing the order by contacting customer service via email at [email protected].
After this 4-hour window, Mugila cannot accept requests for order cancellations or modifications.
Please note: Customers are responsible for providing an accurate shipping address. Mugila is not liable if an order cannot be delivered due to an incorrect address provided by the customer.

2. Returns or Refunds for Defective Products

At Mugila, we are committed to delivering quality products. If you receive a product with a defect caused by an error on Mugila's part, we are happy to:

  • Send a free replacement product, or
  • Issue a 100% refund of the order value.

Accepted defect cases include:

  • Product not as described: Significant differences from images, technical specifications, or descriptions on the website.
  • Manufacturing or shipping defects: Torn/misaligned seams, incorrect color, missing or incorrect embroidery details, incorrect pattern from the order, ripped, punctured products, etc.
  • Wrong product sent: Delivered product does not match the ordered model, style, etc.

Important Notes:

  • Customers do not need to return the defective product to us. However, please ensure your email includes sufficient videos/images to prove the order has a defect attributable to us (one of the three cases above).
  • Request timeframe: Return/refund requests must be submitted to us within 30 days from the date of receipt.
  • Product condition: The product for which a replacement or refund is requested must be in unworn, unused, and original condition as when you received it, including all tags and original packaging (if applicable).


How to submit a defective product return/refund request:

Send an email to: [email protected]
Email subject: “Defective Product Return/Refund Request - [Order Number]”
Email content must include:Order number

  • Detailed description of the product defect
  • Clear images or videos from multiple angles for accurate assessment of the defect
  • Photos of embroidery errors, seam errors, or material errors (if applicable)
  • Accurate shipping address if you choose to receive a replacement product
  • Once the valid request is confirmed, we will proceed with sending a replacement product (if available) or issuing a full refund of the order value.

3. Refunds

Once a refund request is confirmed:

  • Credit/Debit Card: Refunds within 7–10 business days.
  • PayPal: Refunds within 3–7 business days.

The time it takes for the refund to reflect in your account depends on your bank or payment processor. We will process your refund request within 24 hours of confirmation.

4. Lost Orders

If you have not received your order, please thoroughly check:

  • Your mailbox, front door
  • Security cameras
  • Nearby neighbors
  • Local post office (sometimes orders are marked “delivered” but are being held at the post office)

If you still cannot locate your order after checking, please contact us within 30 days from the estimated delivery date, including:

  • Your order number
  • The shipping address you provided
  • Confirmation information from the post office (if available)

Resolution Policy:

After working with the shipping carrier, Mugila will:

  • Resend the product if available (free of charge), or
  • Issue a full refund if the product is unavailable or the customer does not want a replacement.

Please note:
Mugila is not responsible for cases where:

  • The customer provided an incorrect shipping address.
  • Refusal of delivery: If an order is returned due to customer refusal, we will issue a refund minus the original shipping fee.

5. Cases Not Eligible for Refunds/Returns

We do not process refunds/returns in the following cases:

  • Requests submitted after 30 days from the delivery date.
  • Products damaged due to improper use: torn, dirty, damaged by incorrect washing, used for unintended purposes, etc.
  • Products that have been used, washed, show signs of wear, have pet hair, unusual odors, etc.
  • Personal change of mind after the order has been processed or shipped.

Note: If a customer wishes to exchange an item for a different design or size due to an ordering error, Mugila will still support the exchange, but the shipping costs will be borne by the customer.

6. Contact Support

If you have any questions regarding your order, products, return policy, or need other assistance, please contact us via email at: [email protected].