Refund Policy

MUSUBI KILN wish your shopping experience with us always satisfies you. We will try our best to help you all out should you have any trouble or unpleasant moment.


If your order has not been packed yet, you can cancel the order and get a full refund in a while. If you wish to cancel, please contact us as soon as possible.

If your order has already been packed, you are not able to cancel it any more, yet you can return your items instead. Unfortunately, your original shipping cost (if applicable) cannot be refunded unless the return was caused by our error. Please check Return or Refund section below.Personalized, customized or order-made items cannot be cancelled regardless of whether it's been shipped or not. The following list shows some examples of personalized, customized and order-made items.

Invalid cancellations:

  • Items not on our website
  • B to B orders


MUSUBI KILN accept returns within 30 days after you receive the products. Once you sign in the receiving receipt, the date will be recorded in our system. If 30 days have passed, unfortunately we cannot offer you any refund or exchange.

To be eligible for a return, your items must be an unused and in the same condition that you receive it. It must also be in the original packaging. The following items are some of examples that cannot be returned.

Invalid returns:

  • Gift cards
  • Items not on our website
  • B to B orders


MUSUBI KILN only replace items if they are defective or damaged, meaning that items are damaged when receiving or turn out defective within 10 days of arrival. Please be advised that this does not include unavoidable abrasion from manufacturing process or delivery.

Arrival date will be recorded in our system when you sign for delivery. If you contact us after 10 days, there is no way for us to make sure if items are damaged or defective as at delivery or they turn into the condition due to the way you use. Therefore, those requests issued after a week of arrival will be invalid.

If you wish to exchange it for the same item, contact us through our web form or send us an email at with pictures that show the issue. Once we confirm the condition of items, we will provide what you wish, either refund or exchange. Please note that we might only be able to refund you if by any chance items cannot be prepared as they are discontinued or pending.

Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also notify you of the approval or rejection of your refund. If it is 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. For example, if your original payment is done with credit/debit card, it will take up to 30 days. If you use PayPal, you will receive your refund within 3-5 working days.

Refund will be only applicable for products and shipping costs are non-refundable. Thus, you will have to bear all the costs for shipping, both initial delivery and return, so the former will be deducted from your refund. Also, we cannot refund any taxes, duties or other charges which you may have paid when placing your order.

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.