Terms & Conditions - Online Store

§ 1 Area of Validity

The following general terms and conditions apply exclusively to the business relationship between us and you in the version valid at the time of the order.

§ 2 Order, conclusion of contract

1. Your provider and contractual partner is:
• Ryohin Keikaku Europe Ltd.
  Bedford House 21a John Street
  London
  WC1N 2BF
  VAT Number: 469 3252 66
• Managing Directors: Uriel Karsenti, Masato Arai
• Representatives: Uriel Karsenti, Masato Arai
• Company number: 02906861
• E-mail: kundenservice@de.muji.eu


2. You can select products in customary quantities from our online range. The placing of the products on the homepage by us is non-binding and does not constitute an application for the submission of a contract. You can collect the products you have selected in a so-called shopping basket using the “Shopping Basket” button. When you click on the "Secure Checkout" button, you will be taken to the security area where you can enter your personal data. By clicking on the "Buy now Order" button, you submit a binding request to purchase the goods in the shopping cart. Before sending the order, you can view and change the data at any time.


3. After receiving your online order, we will process your order as quickly as possible. We will send you an automatic acknowledgment of receipt by email, in which your order will be listed again. The automatic acknowledgment of receipt merely documents that we have received your order and does not constitute acceptance of your application. Rather, our acceptance takes place when the goods are sent to you, which makes the contract come into existence. We would like to point out that when ordering several items at the same time, we can usually refuse the entire order if one of the ordered items is not in stock.

§ 3 Information, Consulting, Product Details; Customer Requests

1. Since our products are not mass-produced, slight deviations from the catalog illustrations and information may occur. We recommend asking for product details in one of our stores before ordering. Information and advice regarding our products are provided exclusively based on our previous experience. The data given here are to be regarded as average data. All information about our products, in particular the illustrations, dimensions and other information contained in our product catalogues, is approximate data. To avoid discrepancies, we recommend measuring the goods before ordering in our stores.


2. You can address customer inquiries of any kind to us using the contact details mentioned under § 2 or via the “Contact” section on our homepage. Customer inquiries are answered immediately, at the latest within three working days (e.g., by email).

§ 4 Prices

All prices are final prices, i.e., they include all price components including the applicable statutory sales tax. In addition, there are shipping costs according to § 6.

§ 5 Right of withdrawal

Right of withdrawal for consumers when purchasing goods

If the customer is a natural person who concludes a legal transaction for a purpose that can predominantly neither be attributed to his or her commercial nor his or her independent professional activity (consumer), the customer has a right of withdrawal.

The following sets out the cancellation instructions.

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period shall be fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise your right of withdrawal, you must inform us by post or email under:

• Ryohin Keikaku Europe Ltd., Bedford House 21a John Street, London WC1N 2BF,
• Email: kundenservice@de.muji.eu

of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or email). You can use the attached sample withdrawal form (at the end of this regulation in Section 5), but this is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdraw from this contract, we have to refund all payments that we have received from you, including the delivery costs (with the exception of the additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we received the notification of your cancellation of this contract. For this repayment, we use the same means of payment that you used in the original transaction, unless something else was explicitly agreed with you. Under no circumstances will you be charged fees for this repayment.

We may withhold payment until we have received the returned goods or until you have provided proof that you have returned the goods, whichever is earlier.

You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this.

You will bear the direct costs of returning the goods. For bulky goods, i.e. goods that cannot be sent by parcel, the costs may vary based on country and are estimated at a maximum of approximately €200.

You are only liable for any loss in value of the goods if this loss in value is due to the handling other than what is necessary to establish the nature, characteristics and functionality of the goods.

Exceptions of the Right of Withdrawal

The right to withdraw does not apply to contracts for the delivery of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer. It also does not apply to goods if, due to their nature, they were inseparably mixed with other goods after delivery, and sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal is removed after delivery.

If you have questions about your cancellation right, please contact us.

Model Cancellation Form

If you want to cancel the contract, please fill out this form and send it back by using the form set out in Annex 1 or the following link:

Model Cancellation Form

§ 6 Shipping Costs

Please refer to the table below for shipping costs. Your shipping costs are automatically calculated in the shopping cart. The amount will be displayed again before you send your order. If, for technical reasons, we deliver your order in several parts, we will of course only calculate the shipping costs once.

 

Small Parcels

Large Furniture

Weight(kg)		BE, CZ, LU, NL, DK
From	To
0	0.49	€12
0.5	0.99	€15
1	1.99	€20
2	2.99	€25
3	4.99	€50
5	6.99	€60
7	9.99	€70
10	14.99	€90
15	19.99	€110
20	29.99	€150
30	49.99	€180
50+		€200

§ 7 Refund Procedure

Returns: Return requests

Returns can be processed through the Big Blue Returns Portal. Simply click the link below and follow the instructions:
https://returns.bigblue.co/muji-eu

Defective/Incorrect Items:

If your order arrives defective, damaged or if you receive the wrong item, please contact our customer service team at: kundenservice@de.muji.eu.

The amount will be refunded to the account of the credit card used or the credit card registered with PayPal.

Refund Settlement Rules

 

Pricing Scheme	Rule
Refund on payment method	100% of the sale price

§ 8 Delivery

(1) We deliver to the following countries:

Portugal, Switzerland, Slovakia, Slovenia, Greece, Latvia, Lithuania, Estonia, Hungary, Croatia, Malta, Cyprus, the Netherlands, Belgium, Luxembourg, Denmark, Sweden, the Czech Republic, Norway, Finland and Poland.

The estimated delivery stated by us are calculated from the time of our order confirmation, provided that the purchase price has been paid in advance (except for purchases on account).

(2) We always make every effort to ensure that all products shown in the catalogue are also available to you. However, due to high customer demand, some products may be out of stock in individual cases. Some products are seasonal and therefore only available for a short time. If a product you have selected is not available at the time of ordering, or is not available within the 14-day delivery period, we will notify you immediately. In this case, a contract is not concluded. We will reimburse you immediately for any consideration provided.

(3) We are entitled to partial delivery at our expense if and to the extent that this is reasonable for you.

§ 9 Method of payment; Ownership

Payment methods

• PayPal
• VISA
• MasterCard
• American Express
• JCB
• Voucher code (according to the respective voucher code conditions)

Once an order has been completed, the payment method cannot be changed. Invoices are due and payable immediately.

If you make use of your right of withdrawal (§ 5), the refund will be made in accordance with the specifications specified in § 5.

Payment Bank Card Charges
We are a UK-registered online company, and payments are charged in euros (€).
Please note that your bank or card provider may apply additional charges when making a payment to MUJI. These charges are determined by your bank or card provider and are not applied by MUJI. The amount, if any, may depend on the terms of your bank account or card. For information about any charges that may apply to your payment, please contact your bank or card provider before placing your order.

Customs Duties, Import Taxes and Fees
We are a UK-registered online company, and orders are shipped from a centralised warehouse in Europe.
If you are placing an order for delivery outside the European Union, or to a country that applies import duties to goods, you acknowledge and agree that your purchase may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country’s customs authority.
These charges are not included in the purchase price or shipping costs charged by us. The customer is solely responsible for paying any such customs duties, taxes, or fees. We have no control over these charges and cannot predict their amount.
By completing your purchase, you accept full responsibility for complying with all applicable customs laws and regulations of the destination country and for paying any associated charges. We will not be liable for any delays, holds, or additional costs resulting from customs processing.

Business Orders & Invoicing
We are a UK-registered online company, and orders are shipped from a centralised warehouse in Europe.
We operate strictly on a Business-to-Consumer (B2C) basis. Our online store is intended solely for personal, non-commercial use by individual consumers. We are providing a Consumer Website. Any use by a Business of our Consumer website is entirely at their discretion. For Business-to-Business transactions, please contact our Retail store teams in the appropriate country.
All invoices issued for online purchases are automatically generated for consumer transactions and will reflect the information provided at checkout.
We cannot amend, reissue, or customise invoices for business, VAT, or corporate accounting purposes, including but not limited to:

• Adding or amending business names or addresses
• Adding VAT numbers
• Changing invoice formats to meet business accounting requirements
• Reissuing invoices for tax-claim or reimbursement purposes

Although our online business is registered in the United Kingdom, physical MUJI stores are registered and operated within their respective local regions, and their policies may differ from those of our online store.

§ 10 MUJI E-Gift Card

These Terms & Conditions apply to E-Gift Cards (also known as Gift Certificates) issued on the MUJI EU website (muji.eu). E-Gift Cards can only be redeemed online at MUJI EU (muji.eu), subject to the terms below.

E-Gift Cards purchased on muji.eu can only be used on muji.eu and cannot be redeemed on any other MUJI website in Europe (France, Germany Italy or Spain) or internationally.

E-Gift Cards cannot be used in any MUJI physical store in Europe, UK or internationally, including the MUJI store in Portugal, Finland and the Denmark concession store.

Physical Gift Cards issued in the MUJI Portugal, Finland store cannot be used online and are subject to separate terms and conditions. Please refer to the store terms for information on their use and validity.

1. Purchase Value
E-Gift Cards are available for purchase in fixed denominations between €20 and €500 and are denominated in Euros.

2. Redemption
MUJI E-Gift Cards purchased on muji.eu can only be used on muji.eu and cannot be redeemed on any other MUJI website in Europe (France, Germany Italy or Spain) or internationally.

E-Gift Cards cannot be used in any MUJI physical store in Europe, UK or internationally, including the MUJI store in Portugal, Finland and the Denmark concession store.

E-Gift Cards cannot be exchanged for cash, used to purchase additional gift cards, e-gift cards or gift certificates, or used towards selected third-party goods or services. Other exclusions may apply.

Online orders: E-Gift Cards may be used for purchases made on muji.eu. MUJI Online currently delivers to all EU countries, Switzerland and Norway, except for Romania and Bulgaria.

Please note: Furniture items can only be delivered to the following countries - Belgium, Czech Republic, Luxembourg, the Netherlands, and Denmark.

E-Gift Cards issued by MUJI EU can only be redeemed online at www.muji.eu and cannot be used on other MUJI websites or in MUJI physical stores in any country.

Physical Gift Cards issued in the MUJI stores cannot be used online at muji.eu and are subject to separate terms and conditions. Please refer to the store terms for information on their use and validity.

3. Validity
E-Gift Cards are valid for 24 months from the date of purchase (see exceptions below). After this period, any remaining balance will expire, and the card will be deactivated. Purchases will be deducted from the card balance. Any remaining balance will stay on the card for future use. Cards may be used multiple times until the balance reaches €0 or expires.

Exceptions apply for the following regions – please see the validity periods below for selected countries:

• Denmark & Estonia = 36 months
• Ireland, Hungary & The Netherlands = 60 months

Please note that the validity period is determined by the country of the buyer, as MUJI does not hold information about the Gift Card recipient.

4. Non-Refundable
MUJI E-Gift Cards are non-refundable. E-Gift Cards are issued upon purchase and may be used immediately. Cancellation or refund is therefore not available once an E-Gift Card has been delivered by email or a physical Gift Card has been issued in-store, except where required by law.

5. Balance & Usage
The purchase amount will be deducted from the E-Gift Card balance. No change will be given. Any remaining balance will remain available on the E-Gift Card and may be used towards future purchases, subject to the expiry date.

Multiple uses are permitted until the E-Gift Card balance reaches €0 or the Gift Card expires.

6. Partial Orders
If the purchase total is less than the E-Gift Card balance, the remaining balance will stay available for future purchases until used or until the Gift Card expires.

7. Balance Enquiries
To check your E-Gift Card balance, please visit:

https://www.muji.eu/giftcertificates.php#balance

8. Liability
E-Gift Cards should be treated as cash and are not credit or charge cards. MUJI will not accept liability for any lost, stolen or damaged E-Gift Cards.

E-Gift Cards cannot be returned or refunded, except in accordance with your statutory rights.

For any queries or issues regarding your E-Gift Card, please contact our Customer Service team for assistance.

For physical Gift Cards purchased in stores, please contact the store it was purchased from directly for any further assistance.

9. Returns & Refunds
Refunds for items purchased using an E-Gift Card will first be credited to the original E-Gift Card or, if the original E-Gift Card is unavailable, to a newly issued E-Gift Card.

If the refund amount exceeds the original E-Gift Card value, the remaining amount will be refunded to the original payment method used at checkout.

10. Customer Service
For any queries or issues regarding your E-Gift Card, please contact our Customer Service team for assistance.

For physical Gift Cards purchased in stores, please contact the store directly for any further assistance.

11. Technical Limitations
MUJI shall not be held liable for delays or failures in the processing or delivery of E-Gift Cards resulting from circumstances beyond our reasonable control, including but not limited to internet outages, telecommunications failures or system malfunctions.

12. Limitation of Use
MUJI reserves the right to restrict or refuse the purchase or use of E-Gift Cards in certain circumstances, including bulk or high-volume purchases, suspected fraudulent activity, or any use that breaches our Terms of Use or other applicable policies.

E-Gift Cards are intended for personal gifting and individual use and must not be resold, transferred for value, or used for promotional, marketing or commercial purposes without the prior written consent of MUJI.

MUJI may contact customers placing bulk or high-volume Gift Card orders to request additional information before processing the order.

13. Fraud or Tampering
MUJI reserves the right to refuse or cancel any Gift Card suspected of being fraudulent, copied or tampered with.

14. Ownership
E-Gift Cards remain the property of Ryohin Keikaku Europe Ltd T/A MUJI and must not be altered without our consent.

15. Amendments
MUJI reserves the right to amend these Terms & Conditions or invalidate E-Gift Cards at its discretion where necessary, including in cases of suspected fraud or misuse. This does not affect your statutory rights.

§ 11 Warranty

We warrant that our products are reliable. Despite extensive controls, however, it cannot be completely ruled out that defects may occur in our products. In this case, you have statutory warranty rights.

Any claims for damages will be subject to the limitation of liability set out in § 12.

§ 12 Limitation of Liability

(1) Subject to the provisions in Section 11.2, our statutory liability for damages shall be limited as follows:

• we shall be liable only up to the amount of damages as typically foreseeable at the time of entering into the contract in respect of damages caused by a slightly negligent breach of a material contractual obligation (i.e. a contractual duty the fulfilment of which is essential for the proper execution of the contract, the breach of which endangers the purpose of the contract and on the fulfilment of which you regularly rely);
• we shall not be liable for damages caused by a slightly negligent breach of a non-material contractual obligation.

(2) The aforesaid limitation of liability shall not apply to any mandatory statutory liability (in particular to liability under the German Product Liability Act), liability for assuming a specific guarantee or liability for damages caused by wilful misconduct or gross negligence, or any kind of wilfully or negligently caused personal injuries.

(3) To the extent our liability is limited or excluded, the same shall apply in respect of any personal liability of our legal representative, employees and vicarious agents

§ 13 Miscellaneous, Information, Data Protection

(1) The law of the Federal Republic of Germany shall apply with the exclusion of the UN Convention on Contracts for the International Sale of Goods.

(2) As a consumer habitually residing in a EU Member State, you can choose to bring legal proceedings in respect of these Terms in the EU Member State in which you are domiciled or in another EU Member State, but if we bring legal proceedings, we may only do so in the EU Member State in which you are domiciled. As a consumer, if you are habitually residing in the European Union, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms affects your rights as consumer to rely on such mandatory provisions of local law.(3) You will receive the contractual provisions together with information on the goods ordered and/or services booked including these GTC and the information on the right of withdrawal by email upon acceptance of the contract offer or together with the notification thereof. (4) We store your personal and order-related data solely for the processing of your order, or if we have a legal basis to do so (e.g. your consent), as part of your creation of a personal customer account and as well as in the context of your registration for the MUJI newsletter. Of course, we are committed to comprehensive protection of your personal data in accordance with the provisions of applicable laws, including the General Data Protection Regulation, the German Federal Data Protection Act and the Law on data protection and privacy in telecommunications and digital services (TDDDG). In addition, we assure you that we will not pass on your address data to third parties. Your data will be transmitted to us through digital security systems. Our websites are protected by technical measures against damage, destruction or unauthorized access.

(5) You can find further information on how we process your personal data and your data subject rights in our privacy notice.

§14 Alternative Dispute Resolution

We are not obligated and not willing to participate in dispute resolution proceedings pursuant to the German Consumer Dispute Resolution Act (VSBG).

Annex 1: Model Cancellation Form