Widerrufsrecht

Returns

While we can and will accept returns for bulk Stock Items (not samples), it is best for you to make the right decision about your tiles to start with due to the high cost of your shipping them back. Tiles ordered from Japan are considered ‘Custom’ items and unfortunately, are not returnable.

Please email us on info@mittsugroup.com within 14 days of receiving your shipment if you would like to arrange a return.

You will then need to return them to the warehouse they were dispatched from within the following 14 days.

The tiles must be received in their original, unopened, undamaged condition and packaging. This means sending them by pallet as courier deliveries almost always result in damaged tiles.

Within the following 14 days, we will issue a refund.

Full details will be provided upon request.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Samples and Custom items cannot be returned, any product order for you that is not in stock is considered a Custom Item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, 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.