Ryohin Keikaku Europe Ltd – Terms of Use
1 Information about us and our Website
1.1 Ryohin Keikaku Europe Ltd. ("Muji", "we", "our", or "us") is a Japanese retailer which sells a wide range of consumer goods. We are registered in England and Wales under company number 15308450 and with our registered office address at Bedford House, 21A John Street, WC1N 2BF, London. Our VAT number is 469 3252 66. We are part of an international group of companies headquartered in Japan by Ryohin Keikaku Co., Ltd. The terms "you" or "your" refers to the user or viewer of our Website.
2 Information about these Terms
2.1 These Terms and conditions (the "Terms") govern the provision of our Website, uk.muji.eu (the "Website") by us and its use by users. If you continue to browse and use this Website you are agreeing to comply with and be bound by the following Terms. You will be required to accept these Terms during the registration process when you sign up for an account.
2.2 Our Website is only intended for use by consumers (not businesses). A consumer is a natural person acting wholly or mainly outside of their trade, craft, business or profession. We may amend these Terms from time to time, but this will not affect your legal rights or any active order for products that you have entered into (see our Terms of Sale for more details). If you are a user who has registered an account with us, we will provide you with at least thirty (30) days’ advance notice of any changes to the Terms, unless the change is due to a change in law or for security reasons (in which case we may need to change the Terms on shorter notice). If you do not wish to continue using the Website following the changes to the Terms, you can cancel your agreement to the Terms by cancelling your account.
2.3 Every time you wish to use our Website, please check these Terms to ensure you understand the Terms that apply at that time. These Terms were recently updated on 02/01/2025.
3 Other terms that may apply to you
3.1 These Terms refer to the following additional policies, which also apply to your use of our Website:
- Our Privacy Policy which sets out the terms on which we process any personal data we collect from you, or that you provide to us.
- Our Cookies Policy which sets out information about the cookies on our Website.
3.3 If you enter a competition run through our Website, there may be specific Terms and Conditions that apply to your involvement in that competition which will be drawn to your attention at the appropriate time.
4 Changes to our Website
4.1 We may update and change our Website from time to time to reflect changes to our products, our users' needs and our business priorities. We do not guarantee that the Website, or any content on it, will be free from errors or omissions.
5 Suspending or withdrawing our Website
5.1 Our Website is made available free of charge. We do not guarantee that our Website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Website for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
6 Your location
6.1 Our Website is directed to consumers residing or domiciled in the United Kingdom. We do not represent that content available on or through our Website is appropriate for use or available in other locations.
7 Your account
7.1 If you register for an account on our Website, you must be aged 18 years or older and ensure that only you use your account - you must not disclose your login details to any third party or give any other person permission to use or access your account. You are responsible for keeping your login details safe and secure and you must treat such information as confidential. You are responsible for any other person’s use of or access to your account that is caused by your failure to comply with this clause.
7.2 When you create an account, you agree that: (a) all of the information that you provide to us in connection with your account is complete and accurate; (b) you are the person whose details you have provided; and (c) you will notify us immediately if there are any changes to the information you have provided to us.
7.3 We have the right to disable any user identification code or password and/or your account at any time if you have failed to comply with any of the provisions of this clause 7, or any other material provision of these Terms.
7.4 If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at support@muji.co.uk.
7.5 We reserve the right to disable or terminate your account if you have failed to log into your account for a period of 12 months. We will notify you by email in advance of disabling or terminating your account.
8 How you may use material on our Website
8.1 This Website and its content is copyright of Ryohin Keikaku Europe Ltd - © 2024. We are the owner or licensee of all intellectual property rights in the Website and its content, the MUJI/無印良品 name and mark and MUJI/無印良品 product names, images and packaging. Those works are protected by intellectual property laws and treaties around the world. All rights are reserved.
8.2 You are not granted any right to use, and may not use, any of our intellectual property rights other than as set out in these Terms.
8.3 You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.
8.4 No part of the Website, including, without limitation, the text, designs, graphics, photographs and images contained in it, may be copied, reproduced, republished, uploaded, re-posted, modified, transmitted or distributed or otherwise used in any way for any non-personal, public or commercial purpose without our prior written consent and licence. If you print off, copy or download any part of our Website in breach of these Terms, your right to use our Website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
9 The information on our Website
9.1 The information is provided by Muji and whilst we endeavour to keep the information up-to-date and correct, we make no guarantees of any kind about the completeness, accuracy, reliability, suitability or availability with respect to the Website or the information, products, services, or related graphics contained on the Website for any purpose to the maximum extent permitted under applicable law. Any such reliance you place on such information is therefore strictly at your own risk.
9.2 All third party trademarks reproduced in this Website, which are not the property of, or licensed to the operator, are acknowledged on the Website.
10 Websites that we link to
10.1 Where our Website contains links to other websites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We assume no responsibility for the content of websites linked to from the Website (including links to our commercial sponsors and partners) and we will not be liable for any loss or damage that may arise from your use of them. The foregoing applies with the exception of, DPD’s Pickup Returns Portal:
https://our-returns.dpd.co.uk/MUJI_UK
10.2 We have no control over the content of those websites or resources. Your use of those websites or resources will be subject to the terms and conditions applicable to those websites or resources and you should read those terms and conditions carefully before using those websites or resources.
11 Your use of our Website
11.1 You must use this Website in compliance with all applicable laws, rules and regulations and in accordance with these Terms. You agree not to: (a) use the Website for any unlawful, fraudulent or inappropriate purpose; (b) copy, or otherwise reproduce or re-sell any part of the Website unless expressly permitted to do so in these Terms; or (c) do any act or thing that might damage, disrupt or otherwise interfere with the operation of the Website or any equipment, network or software used in operating the Website.
11.2 It is your own responsibility to ensure that any products, services or information available through this Website meet your specific requirements.
11.3 Whenever you make use of a feature that allows you to upload content (whether it be pictures, text, sound recordings or anything else) to our Website, such as leaving a product review, you must not publish any content which:
- 11.3.1 promotes discrimination, whether based on ethnicity, race, sex, religion, nationality, disability, sexual orientation, age or any other protected characteristic;
- 11.3.2 is unlawful, deceptive, misleading, fraudulent, threatening, abusive, harassing, bullying, libellous, defamatory, tortious, obscene, racist, sexist, pornographic, sexual or sexually suggestive, or profane;
- 11.3.3 has political character;
- 11.3.4 violates other people's rights, including any intellectual property rights or rights to privacy;
- 11.3.5 is offensive or in any way breaches any applicable local, national or international law or regulation;
- 11.3.6 violates these Terms;
- 11.3.7 has an unlawful purpose (or promotes any unlawful purpose);
- 11.3.8 is technically harmful (including without limitation computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software, harmful data or conduct);
- 11.3.9 promotes, proposes or condones hatred or harm against any person;
- 11.3.10 promotes, proposes or condones terrorism or violence of any nature;
- 11.3.11 is untrue or inaccurate as far as you know;
- 11.3.12 contains someone else’s personal details or confidential information relating to any other person;
- 11.3.13 is or could reasonably be expected to be harmful to minors;
- 11.3.14 gives the impression that the content emanates from, or is endorsed or approved by, us in any way; or
- 11.3.15 impersonates any other person, or misrepresents your true identity.
- You confirm that any contribution of content by you will comply with the standards set out above at clause 11.3, and you will be liable to us for any breach of that confirmation. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.
11.4 Any content you upload to our Website will be considered non-confidential. You retain all of your ownership rights in your content, but to the fullest extent permitted by law, the rights (including all intellectual property rights) in any content created on our Website by you are licensed to us for our non-exclusive use. You are not entitled to royalty payments or any other compensation or fee related to such content. We may freely use and transfer the content. Our non-exclusive access to freely use the content applies irrevocably without any time limitation and without territorial limitations.
11.5 We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our Website constitutes a breach of their intellectual property rights, or of their right to privacy.
11.6 We have the right to remove any posting you make on our Website if, in our opinion, your post does not comply with clause 11.3.
11.7 You are solely responsible for securing and backing up your content.
12 Viruses
12.1 We do not guarantee that our Website will be secure or free from bugs or viruses.
12.2 You are responsible for configuring your information technology, computer programmes and platform to access the Website. You should use your own virus protection software.
12.3 You must not misuse our Website by knowingly introducing viruses, Trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Website, the server on which our Website is stored or any server, computer or database connected to our Website. You must not attack our Website via a denial-of-service attack or a distributed denial-of-service attack. By breaching this clause, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Website will cease immediately.
13 Linking to our Website
13.1 You may not create a link to this Website from another website or document without Muji's prior written consent. If you wish to link or make any use of content on our Website other than that set out above, please contact us here.
14 Our trademarks are registered
14.1 'MUJI' and '無印良品' are registered trademarks in various classes across the UK, Japan and various other jurisdictions owned by Ryohin Keikaku Co., Ltd. You are not permitted to use our copyright, unless they are part of the material you are using as permitted under clause 8 above (How you may use material on our Website clause).
15 Suspension
15.1 If you materially or persistently breach any of these Terms, we may immediately do any or all of the following (without limitation):
- 15.1.1. issue a warning to you;
- 15.1.2. temporarily or permanently remove any content uploaded by you to the Website;
- 15.1.3. temporarily or permanently withdraw your right to use the Website;
- 15.1.4. suspend or terminate your account;
- 15.1.5. issue legal proceedings against you for reimbursement of all costs resulting from the breach (including, but not limited to, reasonable administrative and legal costs);
- 15.1.6. take further legal action against you; and/or
- 15.1.7. disclose such information to law enforcement authorities as we reasonably feel is necessary to do so.
16 Our responsibility for loss or damages suffered by you
16.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
16.2 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time that you accessed the Website.
16.3 Our total liability to you for any loss or damage arising out of or in connection with these Terms, whether in contract, tort (including negligence), or otherwise shall be limited to £100. Please note that we only provide our Website for domestic and private use. You agree not to use our Website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
16.4 Nothing in these Terms affects your statutory rights. Advice about your statutory rights is available from your local Citizens' Advice Bureau or Trading Standards Office.
17 Applicable Law
17.1 These Terms are governed by the laws of England and Wales. This means that your access to and use of the Website and any dispute or claim arising out of or in connection therewith (including non-contractual disputes or claims) will be governed by the laws of England and Wales.
17.2 The courts of England and Wales will have jurisdiction over any disputes arising out of or in connection with these Terms. This means that if you are a consumer in England, you may bring any dispute that may arise under these Terms to an English court. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland. We shall bring any dispute which may arise under these Terms to the competent court of your country of habitual residence within the United Kingdom.
17.3 As a consumer resident or domiciled in the United Kingdom, 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 a consumer to rely on such mandatory provisions of local law.
18 Contacting us
18.1 If you have any questions about these Terms, or about the Website, you can contact us by filling out the contact form on our Website here.
Purchasing Terms and Conditions
Clauses
- These Terms of Sale
- Information about us and how to contact us
- Our contract with you
- Our products
- Your rights to make changes to your order
- Our rights to make changes to your order
- Providing the products
- Your rights to end the contract
- Our rights to end the contract
- If there is a problem with the product
- Price and payment
- Our responsibility for loss or damage suffered by you
- How we may use your personal information
- What is Muji's Waste Electrical and Electronic Equipment (WEEE) policy?
- Other important terms
Schedules
Our Terms
1 These Terms of Sale
1.1 What these terms cover. These are the terms and conditions ("Terms of Sale") on which we supply products to you when you place an order via uk.muji.eu (our "Website"). Any reference to "you" or "your" means a consumer who is purchasing a product from us.
1.2 Why you should read them. Please read these Terms of Sale carefully before you submit your order to us. These Terms of Sale tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1.3 You must be at least 18 years old to place an order for products via the Website.
2 Information about us and how to contact us
2.1 Who we are/who am I placing an order with. We are Ryohin Keikaku Europe Limited, a company registered in England and Wales. Our company registration number is 02906861 and our registered office is at Bedford House, 21A John Street, London, WC1N 2BF. Our registered VAT number is 691 0953 20. Any reference to "Muji", "we", "us" or "our" means Ryohin Keikaku Europe Limited.
2.2 How to contact us. You can contact us by filling out the contact form on our Website here.
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these Terms of Sale, this includes emails.
3 Our contract with you
3.1 Placing an order. You can select products to add to your online shopping basket by clicking on the 'Add to Cart' button when viewing an item on our Website. If you have an account, you will be given the option to login. Otherwise, you can check out as a guest.
3.2 Reviewing your order. Once you have added all desired products to your basket and proceeded through the online checkout process, you will have an opportunity to review your order, the details you have inputted and any other information which we have requested from you before finalising your order. This order process allows you to check and amend any errors before submission. Please check your order carefully before confirming it, as once your order is submitted, we will begin processing it immediately.
3.3 How we will accept your order. Your order constitutes an offer to us. We are not obligated to accept your order. If we do accept your order, our acceptance of your order will take place when we email you to accept it. Your credit/debit card will be charged at the point at which we send the email acceptance, and a legally binding contract will come into existence between you and us which shall incorporate these Terms of Sale at that point.
3.4 Each order constitutes a new and separate contract between you and us.
3.5 The order process is only available in the English language for UK consumers.
3.6 We may file a copy of any contract formed between you and us, and we recommend that you keep your own copy of the same for your own records.
3.7 If we cannot accept your order. If we do not, or are unable to, accept your order, we will inform you of this via email and will not charge you for the order. This might be because:
- 3.7.1. the product is out of stock;
- 3.7.2. of unexpected limits on our resources which we could not reasonably plan for;
- 3.7.3. we have identified an error in the price or description of the product; or
- 3.7.4. we are unable to meet a delivery deadline that you have specified.
3.8 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4 Our products
4.1 Products may vary slightly from their pictures. The images of the products on our Website are for illustrative purposes only. Although we have made every effort to display the colours and size/dimension of our products accurately, we cannot guarantee that a device's display of the colours or size of the products accurately reflect the colour or size of the products. Your product may vary slightly from those images.
4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our Website.
4.3 Electrical products. All electrical items can only be sold in the UK and conform to UK guidelines on domestic use.
5 Your rights to make changes to your order
5.1 We are unable to make any changes or amendments to orders once they have been received for processing, however, you have certain rights to cancel your contract in accordance with clause 8.
5.2 If you wish to add items to your order, you will have to place a separate order through our Website. Any additional orders will be subject to separate postal charges (if applicable).
6 Our rights to make changes to your order
If, after we have accepted an order, there is a change in relevant law or regulatory requirements, or if a product ordered represents a security threat, we will not be able to fulfil your order and deliver the concerned products. In this case, we will contact you to discuss your options – we or you may choose to cancel the order, or you may wish to have an alternative product supplied instead.
7 Providing the products
7.1 When we will provide the products (for all products with the exception of furniture). All parcels are sent by 1st Class Royal Mail, DPD, or Parcelforce Signed For service. We aim to dispatch all orders within 15 working days (subject to stock availability). It is our policy to dispatch products ordered in the shortest possible time. You will receive an email once your order has been dispatched. We can only post orders to delivery addresses within the United Kingdom. For information regarding delivery of furniture, please see clause 7.13 below.
7.2 Postage costs for online orders. Below is a breakdown of our postage rates:
| For addresses in the United Kingdom | |
| Amount of Order | Postage |
| up to £25 | £3.95 |
| £25.00 to £100 | £4.95 |
| £100.00 to £200 | £9.95 |
| £200.00 to £300 | £19.95 |
| £300.00 to £500 | £29.95 |
| £500.00 to £99,999 | £39.95 |
Surcharge: Large items incur a surcharge to cover the extra costs of postage. The postage surcharge is £24.95 and you will only be charged this once per order. Large items are any items that meet or exceed a width of 34cm and/or a depth of 44.5cm and/or a height of 18cm.
7.3 How long will orders take to be delivered. UK orders can take up to 15 working days to be delivered through Royal Mail, DPD, or Parcelforce Signed For service, but should usually arrive in 2-5 working days. If you have not received your order by the times stated please let us know as soon as possible.
7.4 Which countries do we ship to? We can only ship orders within the United Kingdom.
7.5 Order size. Small orders meeting the following requirements will be sent by Royal Mail 1st Class: UK destination addresses only, under £40 total order value, under 2kg weigh value and maximum parcel dimensions of 16x45x35cm. If your order does not meet all of these requirements, it will be sent via DPD or Parcelforce signed for service.
7.6 Tracking your order. We cannot provide tracking information for small orders sent via Royal Mail 1st Class, however tracking is possible for orders sent via Parcelforce Signed For or DPD service. If you order is sent using Parcelforce Signed For or DPD service, you will receive an email on dispatch containing tracking details for your order.
7.7 What if my order is delayed. If your order is delayed for reasons within our control we will inform you of this as soon as possible and request an extended delivery period. If we do not deliver the goods within this extended period, you will have the right to treat the contract as at an end and receive a refund.
7.8 We are not responsible for delays outside our control. If our supply of the product is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.9 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
7.10 If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and subject to applicable law we may be entitled to charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
7.11 When you become responsible for the goods. A product will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organised by you collect it from us. You own a product once we have received payment in full.
7.12 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, we need your delivery address to deliver the product(s) to you. If we need such information, we will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, then we may end the contract. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.13 Furniture Delivery. Our furniture delivery service and price depends on your location within the UK and applies to large furniture items. Please see below for delivery within the M25 and delivery outside the M25. If you do not know whether your address is within or outside the M25, please contact us here.
- 7.13.1. Delivery within the M25. Delivery within the M25. Your furniture can be delivered within 10 working days, or on a future date of your choice, which you can select during the checkout process. Furniture deliveries are made direct from our warehouse from Wednesday to Sunday between 8am and 8pm. You can specify a delivery date but are unable to choose a specific delivery time. However, the driver will call one hour before delivery. Our third party couriers will only be delivering items to your doorstep. It is your responsibility to ensure you have adequate help to receive your furniture order. The driver cannot help move your order to your chosen location, assemble it and cannot remove old furniture or packaging. If nobody is available to accept the delivery on the pre-agreed date, it will be taken back to our warehouse and you will be charged for re-delivery. If you have any special arrangements, please ensure that you inform us of these.
- 7.13.2. Delivery outside the M25. Your furniture can be delivered within 21 days, or on a future date of your choice. Deliveries are made Monday – Sunday. You will receive an order confirmation once your order has been accepted. Once your furniture item(s) are delivered to the third party courier company, they will send a text message, email or call you to book the delivery. If you are not available on the date they propose in the text message, somebody will give you a call to arrange a convenient date and this will be confirmed via text. Once you have committed to the day, the furniture can arrive between 8am and 8pm on that day. On the day of your delivery, you will be given a 3 hour delivery window and will be contacted between 30 minutes to one hour before the delivery. Our third party couriers will only be delivering items to your doorstep. It is your responsibility to ensure you have adequate help to receive your furniture order. The driver cannot help move your order to your chosen location, assemble it and cannot remove old furniture or packaging.
For problems which arise once the driver has left, please contact us here.
7.14 Your rights in relation to furniture delivery services. Please note that if you make use of our furniture delivery services you are entering into an ancillary contract with us (subject to these Terms of Sale) in addition to the contract for the goods themselves. Your rights in relation to our furniture delivery costs are different to your rights in relation to the goods you have ordered. In particular, the right to cancel the ancillary contract without charge within 14 days (as described below at clause 8.4) will not apply in relation to our furniture delivery services. This means that even if we grant you a refund for the furniture, you will not be entitled to a refund of our furniture delivery service costs if they have been provided in full (unless the product is faulty, not fit for purpose, or we have delivered the wrong product).
8 Your rights to end the contract
8.1 You may be able to end your contract with us. Your rights to end the contract will depend on what you have bought, whether there is anything wrong with the product(s), how we are performing and when you decide to end the contract.
8.2 Ending the contract if what you have bought is faulty, not fit for purpose or misdescribed. If you are ending the contract because the product is faulty, misdescribed, or not fit for purpose, you may have a legal right to end the contract or to get the product repaired or replaced or to get some or all of your money back. We are under a legal duty to supply products that are of satisfactory quality, as described, and fit for purpose in accordance with this contract. Nothing in these Terms of Sale will affect your statutory rights. If you would like to end a contract in any of these circumstances, please contact us here. We may require you to send the concerned goods back to us for inspection (or make them available for collection, if the goods are large furniture items), before we make any offer of refund, repair or replacement, but we will notify you of all required steps.
8.3 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at clauses 8.3.1 to 8.3.3 below and you have not yet received the product(s) which you have ordered, the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
- 8.3.1. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
- 8.3.2. there is a risk that supply of the products may be significantly delayed because of events outside our control; or
- 8.3.3. you have a legal right to end the contract because of something we have done wrong.
If you would like to end a contract in any of these circumstances, please contact us here. We may require you to send the concerned goods back to us for inspection (or make them available for collection, if the goods are large furniture items), before we make any offer of refund, repair or replacement, but we will notify you of all required steps.
8.4 Exercising your right to change your mind and cancel the contract For most products bought online you have a legal right to change your mind and receive a refund up to 14 days from the date you receive the goods. Please note that when you cancel a contract because you have changed your mind (outside of the circumstances described in clauses 8.2 and 8.3) you are responsible for the costs of returning the product to us whether this is by post (in the case of non-furniture items which you are responsible for sending back to us) or by a third party courier/carrier collection (in the case of furniture items which need to be collected from the delivery address).
8.5 Our goodwill guarantee. We offer a goodwill guarantee to our customers (excluding furniture products), which is more generous than your legal rights as noted in clause 8.4 above. Our goodwill guarantee allows you to return products (excluding furniture products) bought online within 30 days of receiving the goods and receive a refund. If your purchase is split into several deliveries over different days, you have 30 days after the day you receive the last delivery to change your mind about the products and to return the products. Please note that when you cancel a contract under our goodwill guarantee (outside of the circumstances described in clauses 8.2 and 8.3) you are responsible for the costs of returning the product to us by post.
8.6 When you do not have the right to change your mind or withdraw from the contract. You do not have a right to change your mind and request a refund under either clause 8.4 or 8.5 in respect of:
- 8.6.1. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
- 8.6.2. any ancillary contract for our furniture delivery services (see clause 7.14 for more details);
- 8.6.3. products that are made to your specifications or are clearly personalised; or
- 8.6.4. products liable to deteriorate or expire rapidly.
8.7 Process to cancel the contract. If you want to cancel the contract, you can either let us know by contacting us here or by completing the cancellation form at Schedule 1 of these Terms of Sale and sending that cancellation form to us at either the address stated in clause 8.8 below or via email to support@muji.co.uk on or before the cancellation period has expired (which – as set out in clauses 8.4 and 8.5 – is 14 days from the date on which you received the product(s) if those products are furniture products, or 30 days from the date on which you received the product(s) in the case of other non-furniture products).
8.8 Returning the unwanted items. Once you have notified us that you wish to cancel the contract in accordance with either clause 8.4 or 8.5, you must return or make available for collection (as applicable) all unwanted product(s) that have been delivered to you within 14 days of notifying us of your decision to cancel. For furniture items that are large and will require collection from the delivery address, please contact us here. For all other non-large-furniture items, please return the product(s) to:
MUJI Online
Unit 2
Fairway Drive
Greenford
UB6 8PW
There will be a return slip sent with every order. Please be sure to complete this and enclose the slip along with proof of purchase and the product back to the address noted above.
Please note that if you have handled the goods beyond what is necessary to inspect them and/or check that they work, you will be responsible for any diminishment in value caused by your excessive handling of the goods. If this is the case, we will apply a deduction to the refund to reflect the relevant reduction in resale value.
8.9 When we will refund the delivery charge. If you return (or make available for collection, if applicable) the goods because they are faulty, not as described or not fit for purpose as set out in clause 8.2, or because we have done or omitted to do something as set out in clause 8.3 we will refund the basic cost that you paid us to deliver the goods to you. Please note that we will not be responsible for refunding the cost of any express, premium or enhanced delivery option which you may have chosen when you placed your order. In all other circumstances (including where you have exercised your right to cancel the order in accordance with clauses 8.4 or 8.5) you are not entitled to any refund of your delivery costs.
8.10 When we will refund your postal charges for returning the product. If you return (or make available for collection, if applicable) the goods because they are faulty, not as described or not fit for purpose as set out in clause 8.2, or because we have done or not done something as set out in clause 8.3, we will reimburse you for all postage costs incurred in returning the product back to us via the DPD Pickup Returns Portal, Royal Mail or Parcelforce 48 Hour Service (for larger items). We recommend using a recorded service as we cannot be held responsible for any items lost in transit. In the case of larger furniture that require collection from the delivery address, you will not be required to bear the collection costs.
In all other circumstances (including where you have exercised your right to cancel the order in accordance with clauses 8.4 or 8.5) you must pay the costs of returning the goods to us or making them available for collection (as applicable).
8.11 What if the item is damaged during delivery back to us. Unless you use the DPD Pickup Returns Portal or a collection courier or carrier service organised by us (as applicable), if the item you are returning is damaged in transit whilst being returned to us, you will be responsible for the costs of such damage.
For items returned via the DPD Pickup Returns Portal, if your returning parcel is lost or damaged whilst being returned to us, please do not contact DPD as your contract for the return is with us at MUJI. Please contact us here within 14 days to log a claim.
8.12 How we will refund you. We will refund you the price you paid for the products by the method you used for payment.
8.13 When your refund will be made. When your return is processed, we will send you a confirmation email. You will receive your refund on the earlier of:
- 8.13.1. fourteen (14) days after the day that we receive back from you any products supplied; or
- 8.13.2. (if earlier) fourteen (14) days after you provide evidence that you have returned the products or had them collected (as applicable); or
- 8.13.3. if there were no products supplied, fourteen (14) days after the day on which we are informed about your decision to cancel the contract.
8.14 Furniture refund policy. Please note that furniture products are not covered by our goodwill guarantee. You may cancel your order in relation to furniture products within 14 days of receiving the goods (as detailed above in clause 8.4), but please note that after the 14 days have expired we are under no obligation to accept returns or provide any refund. If we do offer a refund on a discretionary basis we may deduct a charge which will be no more than 30% of the original price plus delivery and return costs.
Please note that if a furniture product is faulty or defective we would be happy to issue a replacement or a refund in line with clause 8.2 – however please note that from 6 months after you received the product it is up to you to prove that the product was defective on the date that we supplied it to you. This does not affect your statutory rights. To arrange a return, please contact us here as soon as possible.
9 Our rights to end the contract
9.1 We may end the contract if you are unavailable for your product delivery. We may end the contract with you at any time by writing to you if you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
9.2 We may end the contract if products become unavailable. We may end the contract with you at any time by writing to you if any product(s) you have ordered become unavailable for any reason. In such circumstances we will refund you as described at clause 8.12.
9.3 If you breach your contract of sale, which incorporates these Terms of Sale, we may immediately do any or all of the following (without limitation):
- 9.3.1. issue a warning to you;
- 9.3.2. cancel any orders you have placed;
- 9.3.3. temporarily or permanently remove any content uploaded by you to the Website;
- 9.3.4. temporarily or permanently withdraw your right to use the Website;
- 9.3.5. suspend or terminate your account;
- 9.3.6. issue legal proceedings against you for reimbursement of all costs resulting from the breach (including, but not limited to, reasonable administrative and legal costs);
- 9.3.7. take further legal action against you; and/or
- 9.3.8. disclose such information to law enforcement authorities as we reasonably feel is necessary to do so.
10 If there is a problem with the product
10.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us here.
11 Price and payment
11.1 Where to find the price for the product. The price of the product (which includes VAT and all delivery charges) will be the price indicated on the order pages when you placed your order. This will also be confirmed in the acceptance email that we send to you after we accept your order. All prices quoted are in Sterling. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.2for what happens if we discover an error in the price of the product you order. All price information may be subject to change. Please note, we are unable to process invoices exempt from VAT or equivalent tax in other jurisdictions.
11.2 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
11.4 When you must pay and how you must pay. We offer payment via the payment providers PayPal and Adyen for Credit Cards and Debit Cards, Apple Pay, WeChat Pay and Alipay. Your payment method will be charged in accordance with clause 3.3. Please ensure that your billing address of the payment method matches the delivery address as a negative match may result in the transaction being declined. If your order is declined, your payment method will not be charged.
11.5 Process for accepting online payments. We use an online payment service from PayPal and Adyen. Payment details for both providers are entered over a secure link and the payment will be authorised after first checking the details that have been entered. All details entered onto PayPal and Adyen are kept securely by these providers and are not transmitted to us. Further information and PayPal’s user terms can be found here. Further information and Adyen’s user terms can be found
11.6 Klarna Payment Method. In co-operation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
Pay Later 30
Further information and Klarna’s user terms can be found
12 Our responsibility for loss or damage suffered by you
12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms of Sale, we are responsible for loss or damage you suffer that is a foreseeable result of our breaching this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described; of satisfactory quality; fit for purpose; and supplied with reasonable skill and care.
12.3 12.3 We are not liable for business losses. We only supply the products to consumers for domestic and private use. A consumer is a natural person acting wholly or mainly outside of their trade, craft business or profession. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
- 12.3.1. Our maximum liability to you under these Terms of Sale in respect of any particular order will be limited to the value of that order (which includes any delivery charges) as set out in the relevant confirmation email.
- 12.3.2. Nothing in these Terms of Sale affects your statutory rights. Advice about your statutory rights is available from your local Citizens' Advice Bureau or Trading Standards Office.
13 How we may use your personal information
13.1 How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.
14 What is Muji's Waste Electrical and Electronic Equipment (WEEE) policy?
14.1 We offer free in-store take back so you are able to take your items to our store. You need not have purchased the equipment from one of our stores. If you are purchasing from our stores, bring your equivalent waste product with you when you come to purchase a new one. You must make sure that the product is clean and safe.
14.2 All new electrical and electronic products now carry the 'crossed out wheelie bin' logo (as below) to help you identify which products are recyclable. You do not need to have purchased new equipment to be able to recycle your old appliances. The products are sent out to our recycling centre for processing.
15 Other important terms
15.1 We may make changes to these Terms of Sale from time to time. We may make changes to these Terms of Sale from time to time (to address, for example: (i) changes in law or regulation; (ii) security issues or technical concerns; or (iii) other commercial or operational reasons). However, the Terms of Sale that were live at the time that you submitted your order will remain applicable to that order and will not change without your consent. Please check these Terms of Sale regularly to ensure that you understand the Terms of Sale that apply at the time that you submit an order. If you are a registered user, we will provide you with 30 days’ notice of such changes if they will cause an adverse impact on you.
15.2 We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us here to end the contract within 21 days of us telling you about it and we will refund you any payments you have made for products not provided.
15.3 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
15.4 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these Terms of Sale.
15.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these Terms of Sale operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
15.6 Which laws apply to this contract and where you may bring legal proceedings.
- 15.6.1. These Terms of Sale are governed by the laws of England and Wales. This means that any contract of sale that you enter into via our Website, and any dispute or claim arising out of or in connection therewith (including non-contractual disputes or claims), will be governed by the law of England and Wales.
- 15.6.2. The courts of England and Wales will have jurisdiction over and disputes arising out of or in connection with these Terms of Sale. This means that if you are a consumer in England, you may bring any dispute that may arise under these Terms of Sale to an English court. If you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland. We shall bring any dispute which may arise under these Terms of Sale to the competent court of your country of habitual residence within the United Kingdom.
15.7 As a consumer resident or domiciled in the United Kingdom, 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 a consumer to rely on such mandatory provisions of local law.
Schedule 1
https://img.muji.eu/img/doc/UK_Cancellation_Form.pdf
(Complete and return this form only if you wish to cancel a contract of sale)
To MUJI Online, Unit 2, Fairway Drive, Greenford, UB6 8PW
Email: support@muji.co.uk
I/We [* ] hereby give notice that I/We [* ] cancel my/our [* ] contract of sale of the products,
Ordered on [ * ]/received on [ * ],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate