Refund policy

At Muse, we are dedicated to ensuring your complete satisfaction with your shopping experience. Our returns policy and procedure are straightforward and designed to simplify the return process when needed. We kindly ask you to familiarize yourself with our returns policy and the outlined procedure to ensure a smooth and hassle-free return experience.

Not happy with your order? We proudly offer a 30-day money-back guarantee! We believe in the quality of our products, and if you're not satisfied for any reason, we'll refund your purchase within 30 days—no questions asked, even if the item has been opened. Just contact our team and follow our easy returns procedure. Your satisfaction is our priority! *Terms apply

Return Procedure:

If you experience any issues with your order or need to initiate a return for any reason, please follow these steps:

  1. Contact our dedicated customer service team via email or phone and provide the following details:

    • Order number
    • Full customer name
    • Reason for return
  2. Our team will review your return request and provide you with the necessary instructions for the return process.

  3. Once we receive the returned item(s), our team will promptly process the return and provide a resolution. Please allow up to 5 business days for the return to be processed.

Returns Policy:

As a UK/EU consumer, you have the legal right, as per the Consumer Protection (Distance Selling) Regulations 2000, to cancel your order within thirty (30) working days following your receipt of the goods or the date on which we commence provision of the services. Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be administered in line with your statutory rights. For additional information about your legal rights, feel free to contact your local authority Trading Standards department or a consumer advice center (e.g., the Citizen's Advice Bureau if you are in the UK).

  1. Damaged or Incorrectly Supplied Products:

    • It is essential to carefully inspect all products upon receipt against your order. If the products are damaged or incorrectly supplied upon delivery, please record the details of the damage or supply error on the delivery documentation or, if you are unable to inspect the items upon receipt, notify us (via phone or email) within seven days.
    • The damaged or incorrectly supplied products should be returned to us promptly after informing us.

  2. Other Cancelled Products:

    • If you wish to cancel products that are neither damaged nor incorrectly supplied, you must notify us within seven working days from the date of receipt in compliance with the Distance Selling Regulations or as soon as possible.
    • You must handle the products you intend to cancel with reasonable care and refrain from using them. Products should be returned in their original packaging at your expense. Detailed information regarding your rights under the Distance Selling Regulations can be obtained from your local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

Warranty:

We offer a 90-day warranty for all electronic goods starting from the date of purchase. Our product warranty covers mechanical and electrical breakdowns within this period but does not cover cosmetic damage, general wear, or accidental/liquid damage. The warranty does not cover faults arising from accidents or misuse.

If there is any visible external damage or evidence of misuse, the warranty for these products will be void.

For products that have exceeded our 90-day warranty, we recommend contacting the manufacturer directly, as most electrical products come with a 1-year manufacturer warranty.

Refunds:

If we authorize a refund for a faulty, returned, or missing item, we offer the following options:

  1. Gift Voucher: Our initial option is to provide you with a gift voucher that can be redeemed online with your next order.

  2. Payment Method Refund: Alternatively, the item(s) will be refunded using the payment method you used to place your order. We will expedite the refund process, but please allow 3-5 business days for the payment to be processed due to bank procedures.

At Muse, your satisfaction is our utmost priority, and we are here to assist you throughout the returns and warranty process. Should you have any questions or need further assistance, please do not hesitate to contact our dedicated customer service team.

*Money-back guarantee returns will only be accepted for items in which less than half of the content of the container has been used. Buyer is liable for postage and packaging costs.