Refund policy

MUGRS Return & Refund Policy

At MUGRS, our bags and accessories are meticulously handcrafted to order using premium vegan leather. Because each item is individually crafted upon purchase, we do not support or accept returns, refunds, or exchanges for "change of mind" or non-quality-related reasons (such as personal preference, style changes, or inadvertent incorrect selections). All sales are final once fulfilled, unless an item arrives damaged, defective, or incorrect upon delivery.

1. Restocking Fee & Return Shipping Liability

• Restocking Fee: In the rare event that an exceptional return is authorized by special management review for a non-defect item, a flat fee of $8.00 USD per return will be automatically deducted from your total refund amount. This fee covers manual inspection, sanitization, labor, and restocking costs required for handcrafted goods.
• Return Postage: If an authorized return is not caused by a confirmed manufacturing defect, the customer is fully responsible for purchasing and paying for their own return shipping postage. Original shipping fees are non-refundable.
• Lost in Transit Disclaimer: MUGRS is not responsible for any items lost, stolen, or damaged during return transit. Customers must use a trackable, insured shipping service and retain official proof of postage. If a return package does not arrive at our authorized warehouse, we will be unable to issue any refund or replacement.
• Product Condition: Authorized return items must be in brand-new, unworn, and resalable condition with all original packaging, tags, and protective wrapping intact. If items show any signs of wear, odor, cosmetic marks, scratches, or missing parts, the refund will be denied and the item will be sent back to you at your expense.

2. Order Changes & Cancellations (Within 24 Hours)

If you need to change your item, color, or shipping address after placing an order, you must contact us at mugrs-official@outlook.com within 24 hours (1 day) of purchase. Because our handcrafted pieces enter production preparation promptly, orders cannot be changed, modified, or canceled once production or fulfillment has begun.

3. Exchanges & International Orders

• No International Exchanges: Due to cross-border logistics constraints, customs clearance, and import tariffs, we do not offer exchanges on international orders. International customers requiring a different item must submit an authorized return for a refund (subject to the $8.00 restocking fee and customer-paid postage) and place a separate new order online.
• Domestic Exchanges: For eligible domestic orders within 14 days of delivery, exchanges for items of identical value (such as different colors or sizes) are subject to stock availability and customer-covered shipping costs.

4. 1-Month Limited Warranty

All MUGRS products include a 1-Month Limited Warranty starting from the original purchase date:

• What is Covered: Manufacturing defects in materials and craftsmanship under normal, intended use—specifically including hardware malfunctions (zippers, clasps, buckles, D-rings), structural stitching failure, or shell assembly defects.
• What is NOT Covered: Normal wear and tear, accidental drops, cosmetic scratches, liquid damage, misuse, unauthorized modifications, or lost/stolen items.
• Resolution: Confirmed warranty claims will be repaired or replaced with the same or equivalent style at MUGRS's discretion.

5. Damaged, Defective, or Incorrect Items (Without Insurance)

Please inspect your package immediately upon delivery. If your product arrives damaged, defective, or incorrect and you did not purchase shipping protection, please contact us at mugrs-official@outlook.com within 48 hours of delivery. Please provide your Order ID, a description of the issue, and clear photos or videos of the item and shipping label. Once verified, we will arrange a free replacement or full refund, and all shipping fees and the $8.00 restocking fee will be entirely waived.

6. How to Submit a Return Request

1. Send an email to mugrs-official@outlook.com with the subject line "Return Request - [Your Order Number]".
2. Provide your order number, the item(s) you wish to return, and the detailed reason for your request (including photos/videos if reporting a manufacturing defect).
3. Our customer care team will review your request and provide return authorization along with the designated warehouse address within 1–2 business days. Do not send items back without prior written authorization.
4. Securely repackage the item in its original packaging and dispatch via a traceable and insured shipping carrier. Retain your shipping receipt; MUGRS is not liable for packages lost in transit.

7. Frequently Asked Questions (FAQ)

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MUGRS Customer Support:

Email: mugrs-official@outlook.com

Service Hours: Monday – Sunday, 9:00 AM – 6:00 PM (GMT+8)