Return & Refund

1. Order Modifications or Cancellation

Customers have 4 hours from order placement to request cancellations or changes (color, quantity, shipping address) by contacting our customer service department via email at [email protected].

After 4 hours, Mugila denies cancellation or modification requests.

Customers are responsible for accurate shipping addresses. Mugila is not liable for undelivered orders due to incorrect addresses.

2. Defective Item Replacement/Refund

At Mugila, we are committed to providing you with quality products. In the event that you receive a defective product due to an error on Mugila's part, we offer a free replacement or a full refund of the order value.

The following cases are considered defective items due to Mugila's error:

  • Item not as described: The actual product does not match the images, technical specifications, or characteristics described on our website.
  • Damage from factory or shipping: Issues such as ripped or improperly sewn seams, misaligned embroidery, incorrect colors, missing design details or incorrect patterns compared to the order, and products with tears or holes.
  • Incorrect item received: You received a product that does not match the order you placed (incorrect model, color, etc.).

Important Notes

  • No need to return defective items: To save you time and for your convenience, we do not require you to return defective products. You can choose to donate or dispose of them as you wish.
  • Request timeframe: All requests for replacement or refund for defective items must be sent to us within 30 days from the date you received the product.
  • 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).

Request Procedure

To request a replacement or refund for a defective item, please follow these steps:

  • Email us at: [email protected]
  • Email Subject: Please clearly indicate "Defective Item Request - Order Number"
  • Email Body: Provide the following information in full:
    • Your order number.
    • A clear video or photos showing the details of the product defect. Please provide a clear video or photos showing the details of the product defect, filmed/photographed from multiple angles so that we can accurately assess the condition of the defect.
    • Detailed photos of the embroidery defect (if applicable). Please clearly indicate the area with the embroidery error.
    • Detailed photos of seam defects or fabric damage (tears, holes, etc.).
    • Your detailed and accurate shipping address for us to send a replacement product (if you choose the replacement option).

The Mugila support team will review your request as soon as possible. We may contact you again to request additional information if necessary.

Once the request is confirmed as valid, we will proceed to send a replacement product (if in stock) or refund the full value of the order to you within the specified timeframe.

Refund Processing

Once your refund request is confirmed, please allow the following processing times:

  • Credit/Debit Cards: Typically takes 7-10 business days for the refund to appear on your statement.
  • PayPal: Typically takes 3-7 business days for the refund to appear in your PayPal account.

We will process your refund request within 24 hours of confirmation. Please note that the exact time it takes for the refund to reflect in your account may vary depending on your bank or payment provider.

3. Lost Items

We assist with lost items during shipping.

Customer's Responsibility - Thorough Check

Before contacting us regarding a lost item, please conduct a thorough check of your immediate surroundings. This includes:

  • Mailbox: Ensure the package hasn't been mistakenly placed in your mailbox.
  • Security Cameras: Review any security camera footage that might show the delivery or misplacement of the package.
  • Neighbors: Check with your neighbors to see if the package was accidentally delivered to their address.
  • Local Post Office: Contact your local post office directly to inquire if the package is being held there, as sometimes packages are marked as delivered but are awaiting pickup.

How to Report a Lost Item to Mugila

If, after performing the checks above, your package remains missing, please contact our Customer Support team within 30 days of the expected delivery date. To help us investigate efficiently, please provide the following information in your communication:

  • Your order number.
  • The complete and accurate shipping address provided during checkout.
  • If you have contacted your local post office, please provide any confirmation or reference number they may have given you regarding the missing package.

Our Resolution Process

Upon receiving your report, Mugila will initiate an investigation with the shipping carrier. Depending on the outcome of the investigation, we will, at our discretion, offer one of the following resolutions:

  • Replacement: If the item is still in stock, we will ship a replacement order to you at no additional cost.
  • Full Refund: If a replacement is not possible or preferred, we will issue a full refund for the lost item(s).

Important Disclaimer - Incorrect Addresses and Recipient Refusal

Please note that Mugila is not liable for orders that are undeliverable due to:

  • Incorrect or incomplete shipping addresses provided by the customer during the order process. It is your responsibility to ensure the accuracy of your shipping information.
  • Refusal of delivery by the recipient. If a package is refused and returned to us, the refund will be processed minus the original shipping costs.

We will do our best to assist you with lost packages and ensure a satisfactory resolution within the bounds of our policy.

4. Refund Rejection

We do not refund/replace for:

  • Requests made after 30 days of delivery: Any requests for refunds or replacements submitted more than 30 days after the confirmed delivery date of your order.
  • Damage due to customer misuse or improper care: This includes damage resulting from accidents, neglect, improper washing or drying techniques, spills, stains caused by the customer, or any use other than the intended purpose of the bucket hat.
  • Incorrect selection by the customer: This includes instances where the customer ordered the wrong color, product type, provided an incorrect shipping address, or made errors in personalization or customization options during the ordering process. Please double-check your order carefully before submitting it.
  • Items that have been used or altered: We cannot accept returns or offer refunds/replacements for bucket hats that have been washed, worn, soiled (including pet hair, odors, etc.), or otherwise damaged after receipt due to handling by the customer.
  • Sale items: All items marked as "Sale" or purchased during promotional periods are final sale and are not eligible for refunds or replacements unless they arrive with a defect covered under our "Defective Item Replacement/Refund" policy.
  • Customer changing their mind: We do not offer refunds or replacements for reasons related to a change of mind or personal preference after the order has been processed and shipped. We encourage you to review product details and images carefully before making your purchase.

5. Other Requests

If you have any questions or need assistance with your order, products, return policy, or any other issues related to Mugila, please contact our customer support team via email at [email protected].