Warranty & Refund Policy

B2B Wholesale Transactions

This website operates strictly as a Business-to-Business (B2B) wholesale platform. All transactions conducted on this site are commercial in nature and are strictly exempt from standard consumer protection agreements, consumer rights laws, and “cooling-off” periods. By placing an order, the Buyer acknowledges and agrees that they are purchasing goods for business purposes.

after-sales Service

Our after-sales support period is 7 calendar days from the date of delivery. Any discrepancies, damages, or quality issues regarding the received goods must be reported to us within seven (7) calendar days from the date of delivery. To initiate a claim, please contact us immediately via email or reach out directly to your assigned sales representative.

Return & Exchange Conditions

We maintain a strict quality control process. Therefore, we do not accept any returns, exchanges, or refunds for non-quality-related issues. This includes, but is not limited to, buyer’s remorse, over-ordering, or changes in business requirements. Returns or exchanges will only be considered if the goods are proven to have manufacturing defects or quality issues upon arrival. Shipping costs for returns due to product quality issues will be borne by the seller; however, if the return is due to the buyer’s reasons, the buyer will be responsible for the shipping costs.

The following are excluded from our warranty coverage: 
1. Worn or Used Products: Any product that has been worn, washed, or otherwise cared for is not eligible for warranty claims. 
2. Damage from Improper Care: Issues resulting from improper washing, drying, or storage methods. 
3. Normal Wear and Tear: Gradual wear, fading, or stretching due to regular use over time. 
4. Altered Products: Any product that has been modified or repaired by unauthorized parties.
If you believe you have received a damaged or defective item, or items different from what you have ordered, please contact info@mugleam.com for assistance.
We are happy to resolve the issue for you.

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund.
We cannot cancel the order if the product is already shipped out. 

Please feel free to contact us if you have any questions. We are always here to help!

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. To process a claim, you must provide clear photos or videos showing the defect/damage, along with the original packaging.
Please note: After use or cleaning, it is not covered by after-sales guarantee. Shipping costs for returns due to product quality issues will be borne by the seller; however, if the return is due to the buyer’s reasons, the buyer will be responsible for the shipping costs.

Refunds

If the order is cancelled you will get full refund. If the order is cancelled successfully, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Important Information Regarding Import Duties

Dear Valued Customer,
We wish to provide clear information regarding potential import duties, taxes, and customs-related fees for international orders. These charges are set by the customs authorities of the destination country and are not collected or controlled by us.

Key Points:
  1. Buyer’s Responsibility: According to international customs regulations, it is the legal responsibility of the recipient (the buyer) to pay all applicable import duties, taxes, and customs fees. These charges are imposed by your local government to regulate the flow of goods across borders.
  2. Transparency of Charges: The price of our products does not include any import duties that may be levied by the destination country. These fees are typically collected by the customs authority or the courier service when the package arrives in your country.
  3. Customs Processing Time: Customs clearance times vary by country and may cause delays in package delivery. Such delays are beyond our control.
Important Policies:
  • Consequences of Refusing Duties: If a package is delayed, returned, or destroyed due to the customer’s refusal to pay the required import duties, all resulting costs (including return shipping, storage, and disposal fees) will be borne by the customer.
  • No Refund Policy: We do not issue refunds for orders that are not received due to the customer’s refusal to pay applicable customs duties. The payment of duties is a matter between you and your local customs authority.
  • Information Accuracy: To ensure smooth customs clearance, please ensure that your shipping address and contact information are accurate and complete. Incomplete or incorrect information may lead to customs delays or additional charges.
How We Assist You:
  • We provide accurate commercial invoices and customs documentation to help facilitate the clearance process.
  • We work with reliable international shipping partners who typically notify customers in advance of any potential duties.
  • We recommend contacting your local customs office to understand specific import regulations and potential charges before placing an order.
Recommended Actions:
  1. Before placing an international order, check with your local customs office to understand applicable duties and taxes.
  2. Respond promptly when contacted by the courier or customs to pay any required duties to avoid delays.
  3. Keep all payment receipts for your records.

We understand that import duties may affect your purchasing decision, but these regulations are set by national governments and are beyond our control or ability to waive. Our goal is to provide you with quality products and ensure the shipping process is as smooth as possible.
Thank you for your understanding and cooperation. If you have any questions regarding your order shipment, please feel free to contact our customer service team.

Note: This information is based on general international customs practices. Specific regulations may vary by country/region, and the final interpretation rests with the respective customs authorities.