📦 Returns, Refunds & Exchange Policy

Unlike many other brands that follow a strict “no returns, no exchange” policy 🚫, we want Our Muses to always feel comfortable shopping with us 🌸. That’s why we’ve made our policies more flexible and transparent, so you can order with confidence 💌.

✅ Refunds (Only for Damaged Products)

• Refunds are only eligible if the product is received in a damaged condition.

• Customers must provide a clear unboxing video that starts before the package is opened and shows the damage upon opening.

• Once our team reviews and approves the video proof, the refund will be processed within 7–10 business days directly to the customer’s UPI account.

• No refunds will be issued without valid video proof.
  
• Other than this, refunds are only possible if:

  • Your prepaid order was cancelled before dispatch

  • We are unable to fulfill your order under any rare circumstance.

  • A genuine issue with your order couldn’t be resolved with a replacement or credit

📋 Additional Scenarios

1. Wrong Product Received

   • If you receive a product different from what you ordered, we will replace it with the correct product.

   • The wrong item must be returned to us sealed and unopened.

   • Standard return shipping charges will apply for the delivery of the correct product.

     👉 If you’d like to avoid paying this separate shipping charges, you may:

     • Take store credit for the article and use it in your next order with us, OR

     • Attach your query number as a personal note in your next order, and we’ll include your correct item FREE of cost with that order.

      

      

2. Missing Item in Kit

   • If any item is missing from your kit, please share your unboxing video with us.

   • We will ship the missing item to you. Standard shipping charges will apply for the delivery of the missing item. 

     👉 If you’d like to avoid paying this separate shipping charge, you may:

     • Take store credit for the missing article and use it in your next order with us, OR

     • Attach your query number as a personal note in your next order, and we’ll include your missing item FREE of cost with that order. 

      

3. Product Defect

   • If a product has a genuine manufacturing defect (e.g., broken pump, faulty applicator), please send us photo/video proof.

   • After verification, we will send you a replacement product FREE of cost with your next order.

4. Allergic Reactions / Side Effects

   • Since cosmetics react differently on different skin types, MuseKit is not responsible for individual allergic reactions or side effects.

   • We strongly recommend conducting a patch test before using any new product.

🧐 Damaged vs. Defective

To avoid confusion:

• 💔 Damaged = Shipping accident.
  Example: Broken lipstick, shattered palette, cracked mirror.
  📹 Needs unboxing video → Refund issued.

• ⚡ Defective = Product fault from brand.
  Example: Pump not working, brush detached, dried-out formula.
  📸 Needs photo/video proof within 48 hrs → Free replacement in next order.

❌ Non-Returnable & Non-Refundable Scenarios

To maintain hygiene and fairness, we cannot accept returns, refunds, or exchanges in the following cases:

• If the product has been opened, used, or tampered with.

• If the product is damaged due to customer handling after delivery.

• If no unboxing video is provided for a damage/missing claim.

• If the customer changes their mind or dislikes the product after opening.

• Clearance or sale items marked “Final Sale” are not eligible for returns/exchanges.

🕒 How to Request a Return/Exchange

1. Email us at info.musekit@gmail.com or DM us on Instagram within 48 hours of delivery.

2. Attach the order details and relevant photos/videos.

3. Our team will review and respond with the next steps.

WE MAY NOT BE ABLE TO PROCESS ANY OF OUR FLEXIBLE POLICIES FOR YOU ONCE THE 48 HOUR TIMELINE WILL HAVE CROSSED. 
So, be quick, Muses ! 

We’re always here to help make things right.