Refund policy

 

RETURNS:

Custom and limited editions: custom, modified, made to order and limited editions cannot be exchanged or refunded. these items are unique to you and not available via Muazo once sold out. please take this into consideration when placing your order or request. 

While we hope that you will love every purchase, if you are not completely satisfied with your goods we will happily offer you a full refund or exchange. You are entitled to a refund or an exchange if you return your item in perfect condition within 14 days.

If items are returned to us within 14 days in a perfect, unused, re-sellable condition with all labels and tags attached we will refund you the value you paid minus the cost of shipping via the original method of payment.

The cost of returning the item to us is your responsibility.

UK and International orders that are returned to us undelivered will be refunded minus the cost of shipping and associated charges e.g unpaid customs charges. 

contact us at Customerservice@muazo.com and we will provide you with returns instructions. 

Sale Items may be returned, however, sale items that were subject to free delivery will have the standard £4.00 delivery charge deducted from the refund amount.

Clearance Items: all clearance items sales are final, no returns will be accepted or refunded. 

 

Please read the below points carefully regarding all returns:

  • The package is your responsibility until it reaches us, therefore, we recommend that you send the package by recorded delivery for security purposes. Please keep a record of proof of postage with the tracking number.
  • The cost of returning the item to us is your responsibility.
  • The postage paid for the order will not be refunded when returned however exchanges will be posted free of charge (UK Mainland only).
  • Please quote your order reference number in all correspondence and ensure you include the original invoice with your parcel.
  • Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included in your return.
  • Footwear should be returned unmarked and in its original and undamaged packaging as this is considered part of the product.
  • If you receive a complimentary gift with your order(s) as part of a ‘gift with purchase promotion you must return the gift to us with your item(s).
  • Please note that delivery charges or gift wrapping services are not refunded. If your order value after returning your items no longer qualifies for free shipping, delivery charges will be deducted from your refund. If you used a discount voucher and your order no longer qualifies, the voucher value will be deducted from your refund. If you received a free gift and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund.

Please note: Due to hygiene items such as Earrings, swimwear, Grooming & Beauty goods including toothbrushes, toothpaste and fragrances are non-returnable. this also applies to used headphones unless faulty. 

DISTANCE SELLING REGULATIONS

Order Cancellation: Distance Selling Regulations give you the right to cancel your order and receive a full refund. For orders that are 'Awaiting Dispatch,' it may be possible to cancel your order before it is dispatched.

Please contact us as soon as possible after placing the order. If your order has already been shipped please follow the instructions for a return.

Please be aware that not all orders can be returned for a refund, such as but not limited to, Fragrances, underwear or styling.

If you have any questions or concerns regarding our returns policy please do not hesitate to contact our customer service team at customerservice@muazo.com

When will I receive my refund?

We aim to process all refunds within 1-2 working days of receiving the item. Please be aware that during seasonal peaks there may be a slight delay. All successfully returned items will be credited to the account used to originally purchase the item(s) less any shipping, taxes or import duties incurred.

If you have any queries or wish to discuss the returns procedure in further detail please do not hesitate to contact us.