Refund policy

RETURNS, REFUNDS AND WARRANTY POLICY

Last updated: 12/28/25

1. IDENTITY OF THE SELLER

This document governs returns and refunds for purchases made on the website www.mugen.mx (hereinafter, the “Site”), operated by OGA OKA, under the trade name Interior Market, selling products under the MUGEN brand.

2. SCOPE AND ACCEPTANCE

By making a purchase on the Site, the customer declares that they have read, understood and expressly accepted this Returns and Refunds Policy, which forms an integral part of the Site's Terms and Conditions.

3. NATURE OF THE PRODUCTS

The products sold by MUGEN are physical furniture goods, including sofas and related products, which:

  • Are for household use

  • May be bulky and of high value

  • Have removable covers

  • Have a structure made entirely of foam

Due to their nature, not all products are eligible for return or exchange.

4. DEADLINES FOR REPORTING DEFECTS

The customer must inspect the product upon delivery and before use and report any issue within the following maximum periods:

a) Visible damage caused during transport:
within the first 48 (forty-eight) calendar hours after delivery.

b) Apparent or easily detectable defects:
within a maximum of 7 (seven) calendar days from receipt of the product.

Apparent defects are those that can reasonably be detected through an initial visual or tactile inspection, without prolonged use of the product.

Once these periods have passed, the product will be deemed to have been received in good condition and to the customer's full satisfaction, and visible, apparent or detectable defects present since delivery will be excluded from any later claim.

The foregoing does not limit the application of the warranty solely with respect to hidden or structural defects, under the terms and periods set out in the Warranty Policy.

5. INSPECTION, USE AND HANDLING OF THE PRODUCT

The customer agrees to inspect the product before use, setup or final placement.

Any use, assembly, placement, removal of covers, handling of the foam or prolonged use of the product will be considered express acceptance of the product, which may limit or exclude eligibility for a return, exchange or refund.

6. MANUFACTURING DEFECTS

A return, replacement or alternative solution will only apply in the case of verifiable manufacturing defects, provided that:

  • The request is made within the established period

  • The product has not been used, altered or tampered with

  • Sufficient evidence is provided for evaluation

MUGEN reserves the right to determine the applicable solution, which may consist of repair, replacement or, where appropriate, a refund.

7. SHIPPING DAMAGE

In the event of damage caused during shipping:

  • The customer must record it with the carrier at the time of delivery.

  • The customer must also notify MUGEN at hola@mugen.mx, attaching evidence.

Failure to notify within the established period may affect the validity of the claim.

8. REMOVABLE COVERS AND PRODUCT MATERIALS

MUGEN sofas have removable covers and a foam structure.

Variations inherent to the materials, such as:

  • Natural settling of the foam

  • Perceived firmness or softness

  • Slight wrinkles in the covers

  • Adjustments resulting from initial use

are not considered manufacturing defects, but normal characteristics of the product.

9. EXCLUSION FOR SUBJECTIVE EXPECTATIONS

Returns, exchanges or refunds will not be accepted based on:

  • The customer's personal or subjective expectations

  • Individual interpretations of comfort, firmness or feel

  • Differences between the product received and what the customer imagined or expected

  • Aesthetic preferences or preferences regarding the experience of use

The images, descriptions and specifications shown on the Site are for reference, and there may be minor variations that do not affect the functionality or quality of the product.

10. SPECIAL OR OFF-CATALOG PRODUCTS

Products requested expressly by the customer that are not part of the online catalog and that have been manufactured, adapted or sourced exclusively at the customer's request:

Are not eligible for return, exchange or refund under any circumstances.

Acceptance of the quote, order confirmation and/or the corresponding payment implies the customer's express acceptance of this condition.

11. PRODUCTS NOT ELIGIBLE FOR RETURN

Returns are not accepted in the following cases:

  • Products that have been used, handled or altered

  • Products whose covers have been removed and used

  • Damage caused by misuse, negligence or incorrect setup

  • Normal wear from use

  • Purchases on promotion, clearance or with a special discount

  • Change of mind by the customer

12. RETURN COSTS

  • For valid returns due to causes attributable to MUGEN, the corresponding solution will be determined.

  • In all other cases, shipping, pickup or logistics costs will be borne by the customer.

13. CANCELLATIONS AND CHANGES

Once the order has been confirmed, cancellations and changes are not accepted, except in the cases expressly provided for in this policy.

14. DELIVERY AND CUSTOMER RESPONSIBILITY

The customer is responsible for ensuring that the delivery address has the necessary access, dimensions, elevators, stairs and permits.

If delivery cannot be made for reasons attributable to the customer, any additional costs may be borne by the customer.

15. REFUNDS

When a refund applies:

  • It will be issued using the same payment method used for the purchase.

  • MUGEN is not responsible for delays attributable to banks or external payment platforms.

16. EVALUATION AND FINAL DECISION

All requests will be evaluated in accordance with this policy.
The final decision rests with MUGEN, without prejudice to the consumer's non-waivable rights under applicable law.

17. CONTACT

For any request related to returns or refunds: hola@mugen.mx

18. CHANGES

MUGEN reserves the right to modify this policy at any time.
Changes take effect once published on the Site.

19. APPLICABLE LAW

This policy is governed by the applicable laws of the United Mexican States.

 

WARRANTY POLICY

Last updated: 12/28/25

1. IDENTITY OF THE GUARANTOR

This Warranty Policy applies to products sold on the website www.mugen.mx (hereinafter, the “Site”), operated by OGA OKA, under the trade name Interior Market, selling products under the MUGEN brand.

2. SCOPE OF THE WARRANTY

MUGEN warrants that its products are free from manufacturing defects under normal household use, as set out in this policy.

The warranty is not a right of return, but a protection mechanism against failures attributable exclusively to the manufacturing process.

3. WARRANTY PERIOD

The warranty applies exclusively to hidden or structural manufacturing defects, meaning those that could not reasonably be detected at the time of delivery or during the initial inspection period.

Unless expressly stated otherwise in writing, MUGEN products have the following warranty periods:

  • Internal foam structure:
    6 (six) months from the delivery date.

  • Removable covers:
    3 (three) months, only for sewing or tailoring defects not detectable during the initial inspection.

The warranty does not apply to damage, defects or complaints that:

  • Were visible or detectable at the time of delivery

  • Should have been reported within the periods set out in the Returns Policy

  • Result from normal use, subjective perception or wear of the product

The warranty period begins on the date the product is delivered to the customer.

4. CONDITIONS FOR A VALID WARRANTY CLAIM

For the warranty to apply, all of the following conditions must be met:

  • The defect is a manufacturing defect

  • The product has been used normally

  • The claim is made within the warranty period

  • The product has not been modified, altered or repaired by third parties

  • Proof of purchase is provided

The customer must report any defect by email to hola@mugen.mx, attaching sufficient evidence for evaluation.

5. WARRANTY EXCLUSIONS

The warranty does not apply in the following cases, without limitation:

  • Normal wear from use

  • Changes in foam firmness due to natural settling

  • Wrinkles, stretching or variations inherent to the removable covers

  • Damage caused by misuse, negligence or mistreatment

  • Damage from moisture, liquids, excessive heat or sun exposure

  • Damage caused during moves, transport or relocation

  • Commercial or non-household use

  • Incorrect handling of the foam or improper removal of the covers

  • Improper cleaning or use of non-recommended products

  • Intervention, repair or modification by third parties

6. EXPECTATIONS AND PERCEPTION OF THE PRODUCT

The following will not be considered manufacturing defects:

  • Subjective perception of comfort or firmness

  • The customer's personal preferences

  • Differences between individual expectations and the actual experience of use

The customer acknowledges that perception of the product may vary depending on use, context and personal preferences.

7. OFF-CATALOG OR SPECIAL PRODUCTS

Products requested expressly by the customer that are not part of the online catalog and that have been manufactured, adapted or sourced exclusively:

  • Do not have an extended warranty

  • Are covered only for evident initial manufacturing defects, assessed case by case

Acceptance of the order implies express acceptance of this condition.

8. EVALUATION PROCEDURE

Once the request has been received:

  1. MUGEN will evaluate the information and evidence provided

  2. MUGEN may request additional information or an inspection of the product

  3. MUGEN will determine whether the warranty applies

MUGEN reserves the right to determine the applicable solution.

9. AVAILABLE SOLUTIONS

If the warranty applies, MUGEN may, at its sole discretion:

  • Repair the product

  • Replace the product or the affected part

  • Offer an equivalent solution

The warranty does not automatically imply a refund.

10. ASSOCIATED COSTS

  • If the defect is attributable to MUGEN, the corresponding coverage will be determined.

  • If the evaluation concludes that the damage is not covered by the warranty, any logistics or inspection costs may be borne by the customer.

11. LIMITATION OF LIABILITY

MUGEN's liability under this warranty is limited exclusively to what is expressly set out in this policy.

Under no circumstances shall MUGEN be liable for indirect, incidental or consequential damages or loss of use.

12. NON-TRANSFERABILITY

The warranty is personal and non-transferable and applies only to the original purchaser.

13. CHANGES

MUGEN reserves the right to modify this Warranty Policy at any time.
Changes take effect once published on the Site.

14. APPLICABLE LAW

This policy is governed by the applicable laws of the United Mexican States.

15. CONTACT

hola@mugen.mx