Return and Refund Policy

RETURN AND REFUND POLICY

Mizu places customer satisfaction above all else. If you have any questions or concerns about your pre-order or order, you can contact us at team@mizutowel.com. The following constitutes our return and refund policy for products sold through Jellop Early Adopters.

For orders: 30-day full return – you can submit a refund request within 30 days from receiving your Mizu products.

There are some restrictions on returns:
– Shipping fees, international customs taxes, and duties are non-refundable
– Refund is only valid for units purchased directly from us with valid receipt / invoice
– Returned unit must return unmarked, undamaged, and unwashed
– Returned unit must contain original packaging and accessories
– Mizu products damaged due to misuse or expected wear and tear by customer cannot be refunded

STANDARD REFUND PROCEDURE
1. Submit your product return request to team@mizutowel.com. Please mention the reason of
return.
2. Our support team will either approve the refund or ask for additional information (e.g. photos of the product, receipt, etc.)
3. If approved, we will provide return details and await your shipment.
4. Once product is received, product is inspected.
5. Refund will be processed within 21 business days after receipt of product, provided returned product passes refund inspection.

For pre-orders: 30-day pre-order cancellation policy – you can submit a cancellation request within 30 days of your original pre-order.

STANDARD PRE-ORDER CANCELLATION PROCEDURE
1. Submit your pre-order cancellation request to team@mizutowel.com. Please mention the reason of
return.
2. If approved, refund will be processed within 21 business days after initial request.

WARRANTY AND EXCHANGE INFORMATION

The manufacturer warrants this product to be free from defects in workmanship and materials, under normal use and conditions for a period of one (1) year from the original invoice date. Shipping and handling fees are to be paid for by the customer.
The manufacturer agrees, at its option during the warranty period, to repair any defect in materials or workmanship, or to furnish a repaired or refurbished product of equal value in exchange without charge (except for shipping, handling, packing, return postage and insurance fees; which will be incurred by the customer). Such repair or replacement, is subject to the verification of the defect or malfunction, and proof of purchase as confirmed by showing the model number on an original dated sales receipt. This warranty is only valid when purchased from a qualified distributor.

STANDARD EXCHANGE PROCEDURE
1. Submit your exchange request to team@mizutowel.com and please describe the
defect. Preferably, please share photos.
2. If approved, we provide the shipping label for your return and wait for your shipment.
3. Once we receive your product, we immediately send a replacement unit.

FAQ

LATE OR MISSING REFUNDS
If you haven’t received a refund after the timelines above, first check your bank account again. We also recommend
contacting your credit card company as it may take some time before your refund is officially
posted. There is often some processing time before a refund is issued.
If you’ve done all of this and you still have not received your refund yet, please contact us at
team@mizutowel.com

SHIPPING COSTS
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be
deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service
or purchasing shipping insurance. We don’t guarantee that we will receive your returned
item.

WILL I BE CHARGED SALES OR IMPORT TAX?
We have no control over any applicable sales taxes required by law. The recipient of an
international shipment (outside of United States) may be subject to import taxes, customs
duties and other fees which we cannot be estimated. Please contact your local customs office
to get more detailed information about any applicable import taxes and possible shipment
delays related to it.

CAN I RETURN OR EXCHANGE SOME OF THE PRODUCTS INCLUDED IN A BUNDLE?
Yes. If you do not want to return or exchange all products included as part of a bundle or purchased at a
promotional price, we will refund what you paid only for the products you return, pro-rated appropriately. If
you return only part of a bundle, we will subtract the bundle discount from your refund
amount. Please contact us at team@mizutowel.com for specifics on how much the pro-rated refund would amount to.