Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@musemos.com Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@musemos.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@musemos.com.
Thank you for shopping at Muse Mo. We want you to love your mysterious pieces as much as we do. If you are not entirely satisfied with your purchase, we are here to help.
1. 14-Day Return Window
You have 14 calendar days from the date you received your item to request a return. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original black & gold packaging.
2. Non-Returnable Items (Strict Exceptions)
Due to hygiene and customization reasons, the following items CANNOT be returned or refunded unless they arrive damaged or defective:
Customized Items: Personalized Pet ID Tags (engraved names/numbers).
Hygiene Items: Hair accessories (Headbands, hairbands, hair clips) that have been opened or worn.
Natural Variations: Please note that natural crystals may have minor unique flaws, texture differences, or inclusions. These are not considered manufacturing defects.
3. Damaged or Defective Items
If your item arrives damaged during transit, please contact us at contact@musemos.com within 48 hours of delivery with:
Your Order Number.
Clear photos or a short video showing the damage.
We will arrange a brand new replacement or a full refund immediately at no extra cost to you.
4. Return Shipping
Customers will be responsible for paying their own shipping costs for returning items (unless the item arrived damaged). Shipping costs are non-refundable.
We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
5. Refunds Process
Once we receive and inspect your returned item, we will send you an email notification. If approved, your refund will be processed, and a credit will automatically be applied to your PayPal or original method of payment within 5-7 business days.