Refund policy
At Senpai's Secret, we take product quality and hygiene seriously. Please review our return and refund policy carefully before making a purchase.
1. Return Eligibility
We accept returns within 7 days of delivery for eligible items only, subject to the conditions below.
To be eligible for a return, the item must:
• Be unworn, unused, and unwashed
• Be in original condition, with all tags attached
• Be returned in original packaging
• Include proof of purchase
Returns that do not meet these conditions will not be accepted.
2. Non-Returnable Items
Due to hygiene, safety, and customization considerations, the following items are non-returnable and non-refundable. For the health and safety of all customers, these items cannot be resold after contact with the body, and this policy applies regardless of whether the item was tried on:
• Lingerie, intimate apparel, or any items worn close to the body
• Swimwear, bodysuits, or similar personal garments
• Custom-made or personalized products
• Made-to-order items
• Sale or discounted items
• Gift cards
• Items that have been worn, washed, altered, or show signs of use
These items are final sale and cannot be returned or exchanged.
3. Custom & Personalized Orders
All custom or personalized items are made specifically for each customer and cannot be canceled, returned, or refunded once production has started.
This includes but is not limited to:
• Custom sizing
• Personalized designs
• Orders created based on customer-provided references or measurements
By placing a custom order, you acknowledge and agree to these terms.
4. Damaged or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or incorrect, please contact us within 5 business days of delivery at senpaisecret@mugensozo.com
Please include:
• Your order number
• Clear photos of the issue
• Photos of the original packaging
If approved, we will offer a replacement or store credit at our discretion.
5. Return Process (If Eligible)
To request a return:
• Email us at senpaisecret@mugensozo.com
• Include your order number and reason for return
• Wait for approval before sending any item back
Returns sent without prior approval will not be accepted.
If your return request is approved and a return shipping label is provided by Senpai’s Secret, the cost of the return shipping label will be deducted from your refund amount.
Return shipping fees are non-refundable, unless the return is due to:
• A defective item
• A damaged item upon arrival
• An incorrect item sent by us
In such cases, Senpai’s Secret will cover the return shipping cost.
6. Exchanges
We do not offer direct exchanges. If your item qualifies for return, please complete the return process and place a new order separately. This ensures faster processing and availability.
7. European Union Customers (14-Day Cooling-Off Period)
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, in accordance with EU consumer law. However:
• Items must be unused, unworn, and in original packaging
• Custom or intimate items are excluded from this right where legally permitted
• Proof of purchase is required
8. Discreet Packaging & Billing
We understand privacy matters. All orders ship in plain, unmarked packaging with no external indication of contents. Your billing statement will show “MUGENSOZO LLC” as the charge descriptor. If you have any questions about an upcoming charge before it appears, please contact us at senpaisecret@mugensozo.com — we never want a charge to be a surprise.
9. Refund Processing
Once your return is received and inspected:
• You will be notified of approval or rejection
• Approved refunds will be issued to the original payment method
• Processing may take up to 10 business days
• Bank processing times may vary
If more than 15 business days have passed since your refund was approved, please contact us.
10. Abuse & Chargebacks
We reserve the right to refuse returns or future orders in cases of:
• Excessive or abusive return behavior
• Fraudulent claims
• Chargeback abuse
We encourage customers to contact us directly to resolve any issue before initiating a chargeback. Unauthorized chargebacks may result in account suspension and recovery of fees incurred.
11. Contact Information
For all return or refund inquiries, please contact:
senpaisecret@mugensozo.com
Senpai’s Secret — operated by Mugensozo LLC
19800 MacArthur Boulevard, Suite 300, Irvine, California 92612, United States