Returns & Refunds Policy

Last updated: September 2026

We want you to love your MUSE order. If something isn’t right, please review the information below regarding returns, refunds, damaged items and promotional orders.

14-Day Returns

You may request a return within 14 days of receiving your order.

To start a return, please contact MUSE customer support within this 14-day period and include your:

• Order number
• Full name
• Email address used for the order
• Reason for the return

For UK online purchases, customers generally have a statutory right to cancel within 14 days of receiving goods and then a further 14 days to send them back. Nothing in this policy limits your statutory consumer rights.

Return Conditions

Unless the product is faulty, damaged or incorrect, returned items should be:

• In their original condition
• Free from damage caused after delivery
• Returned with any original packaging where reasonably possible
• Suitable for resale

You may inspect an item in the same way you reasonably would in a physical shop. If an item has been handled beyond what is necessary to inspect it and its value has been reduced, the refund may be reduced accordingly where permitted by law.

How to Make a Return

Please contact:

MUSE Customer Support
Email: [INSERT SUPPORT EMAIL]

Do not send a return without contacting us first.

Once your return request has been accepted, we will provide the relevant return instructions.

Return Shipping

For standard change-of-mind returns, customers are responsible for the cost of returning the item unless otherwise stated.

If you receive an item that is:

• Faulty
• Damaged
• Incorrect
• Not as described

please contact us before returning it so we can provide the appropriate assistance.

We recommend using a tracked return service where possible.

Refunds

Once your return has been received and reviewed, we will confirm the outcome of your refund.

Approved refunds will be issued to your original payment method.

Where UK cancellation rights apply, refunds must generally be made within 14 days after the returned goods are received, subject to the applicable consumer rules.

Please note that your bank or payment provider may require additional time to display the refund after it has been processed.

Original Shipping Charges

Where required by applicable consumer law, the cost of the standard delivery option will also be refunded when an entire eligible order is cancelled.

Any additional amount paid for an upgraded or premium delivery method may not be refundable beyond the cost of standard delivery.

Buy 2, Get 1 Free Orders

Returns from promotional orders are accepted subject to the conditions of this policy.

If you return only part of a Buy 2, Get 1 Free order, your refund may be recalculated based on the promotional terms and the items you choose to keep.

For example, if returning an item means the remaining order no longer qualifies for the promotion, the value of the promotional discount may be taken into account when calculating the refund.

This does not affect any statutory rights you may have in relation to faulty, damaged or misdescribed goods.

Free Gifts & Promotional Items

Where an item was supplied free as part of a promotion, it does not have a separate cash refund value.

If an entire promotional purchase is returned, any free items supplied as part of that offer should also be returned where applicable.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, faulty, incorrect or significantly different from what you ordered, contact us as soon as possible and provide:

• Your order number
• A description of the problem
• Clear photographs of the item
• Photographs of the packaging where relevant

UK consumers have additional statutory rights where goods are faulty, including a short-term right to reject faulty goods within 30 days in qualifying circumstances.

We will assess the issue and provide an appropriate resolution in accordance with your legal rights.

Exchanges

If you ordered the wrong iPhone model, please contact us as soon as possible.

If your order has not yet been dispatched, we may be able to change the selected model.

If the order has already been dispatched, an exchange may require the original item to be returned first.

Availability of replacement models cannot be guaranteed.

Order Cancellations

If you wish to cancel an order before dispatch, contact us as quickly as possible.

We will try to accommodate cancellation requests, but we cannot guarantee that an order can be stopped once processing or fulfilment has begun.

This does not affect applicable statutory cancellation rights for online purchases.

Sale Items

Items purchased during a sale or promotion are subject to the same statutory rights as full-price goods.

Where a discretionary return is accepted, the refund will be based on the amount actually paid for the item after applicable discounts. UK consumer rights cannot be removed merely because an item was bought in a sale.

Refunds to Gift Cards or Alternative Payment Methods

Refunds will normally be returned to the original payment method used to place the order.

We cannot normally redirect a refund to a different bank account, card or payment method.

Contact Us

For returns, refunds or order issues, contact: