Returns & Exchanges

WE PROMISE 

We're bummed if you're not 100% satisfied with the items you received, and we gladly accept returns within 7 days of receipt for most items in new condition. We always do our best to take care of our customers - dealing with all situations fairly and responsibly! 

HOW TO RETURN

  1. 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.
  2. Please contact us at service@museluna.com, indicating the item(s) you would like to return and the reason.
  3. Drop off your package at the local post office, we will send the returns address via email. Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
  4. Most returns are processed within 5 business days after we receive your package.

PLEASE NOTE

  • 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. We do not accept returns for a reason based on personal preference. 
  • Items sent back to us without first requesting a return will not be accepted and we are not required to resend your package.

  • We do not cover Return Shipping for International purchases, APO Addresses, and PO Box Addresses.

  • Your item must be unused and in the same condition that you received it. It must also be in the original packaging. The item is wholly new or a 25% restocking fee may be applied if the item is used or damaged visually. 

  • If an item is Ineligible for a Return and it is included, we will have to send back the Ineligible Item to you, and you may be responsible for the shipping fee.

  • We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
  • Note: The original shipping fee and Shipping Guarantee are non-refundable.

NON-RETURNABLE ITEMS

  • Certain types of items cannot be returned, like custom products (such as special orders, gift card). Please get in touch if you have questions or concerns about your specific item.
  • Items that have no damage or defects, and items that are delivered as described are not returnable.
  • Wear and tear such as scratches, are not a valid reason to return an item.
  • Unfortunately, we cannot accept returns on sale items or gift cards.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at service@museluna.com.

HOW TO EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at service@museluna.com. 

CANCELLATION

Within 2 hours of placing an order, we accept applications for order cancellation. If the order is cancelled you will get full refund. Cancellation applications will no longer be accepted if the order is placed for more than 2 hours.

ADDITIONAL RETURN DETAILS

  • If you are shipping an item over $69, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

  • Orders refused at delivery and returned to us are subject to having all shipping costs withheld from any refunds issued once the package has been returned to us.