Refund policy

At Mugio, every tin of matcha and bag of coffee is checked before it leaves us. If something isn't right with your order, we'll make it right.

Reporting a problem

Please contact us within 7 days of delivery at mugiofficial.ae@gmail.com with your order number and a photo of the item and packaging. Requests received after 7 days can't be accepted.

Damaged, defective or wrong items

If your order arrives damaged, defective, or is not what you ordered, we will cover all costs, including delivery of the replacement and collection of the original item. You do not pay any shipping fee in these cases.

Unopened items

Because our products are food, we can only accept returns of items that are unopened, sealed and in their original packaging. For these returns (for example, if you changed your mind), the customer pays the return shipping fee of 25 AED, and the original shipping fee is not refunded.

Items we can't accept back

Opened, used or partially consumed products (unless they are defective)
Items not in their original packaging
Items reported more than 7 days after delivery

How we resolve it

Once your request is approved (and, where needed, the item is received and inspected), we will first offer a replacement of the same product or store credit for the item value. If a replacement isn't possible, for example because the product is out of stock, we will refund you to your original payment method. Refunds usually appear within 5–10 business days, depending on your bank.

Cancellations

You can cancel your order free of charge before it has been shipped by contacting us. Once an order has shipped, the return terms above apply.

Wholesale orders

Wholesale and quote-based orders follow the terms agreed in your quote. Damaged or incorrect wholesale deliveries must also be reported within 7 days of delivery.