Refund policy
Returns on full-priced pieces
We offer a full refund on full-priced pieces returned within 14 days of dispatch.
To be eligible for a return, your piece must be in the same condition that you received it: unworn and unused, with its tags attached and in its original packaging. You will also need the receipt or proof of purchase.
How to return
Email our Client Care team at hello@musouofficial.com with your order number, the email address used for your order and your reason for returning.
If your return is accepted, we will email you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return postage is at the customer's expense, and postage charges are not refunded.
Conditions of returns
- Pieces must be returned in the original condition in which they were sent.
- Pieces must be in perfect condition and must not have been worn, altered, damaged or washed.
- Please take care that make-up does not rub off on garments. If it does, we will be unable to accept your return.
- Pieces must be in their original packaging with all tags attached.
Sale items
Items purchased on sale are final and cannot be returned. Sale items are not eligible for a refund, credit note or exchange unless required by Australian Consumer Law.
If sale items are returned despite this policy, no refund, credit note or exchange will be given, and the items will be sent back to you at an additional charge.
Damaged, faulty or incorrect items
Please inspect your order on arrival and contact us immediately if a piece is faulty or damaged, or if you have received the wrong item, so that we can evaluate the issue and make it right.
If you are returning a faulty, damaged or incorrect item, we will reimburse any reasonable postage or shipping costs where you can provide proof of those costs.
Exchanges
The fastest way to get what you want is to return the piece you have and, once the return is accepted, place a separate order for the new piece.
Assessment and refunds
Once your return reaches us, our Client Care team will assess it to make sure it complies with this policy. MUSOU reserves the right to reject returns that do not comply.
We will let you know once we have received and inspected your return, and whether your refund has been approved. Approved refunds are made to your original payment method.
Please allow 5 business days from when we receive your return for your refund to be processed. A successful refund can then take a further 7–10 business days to appear in your account, depending on your payment provider.
Cancellations and changes to orders
If you have changed your mind, or ordered the wrong item, size or colour, and would like to cancel your order, please contact our Client Care team as soon as possible at hello@musouofficial.com.
Orders that have already been shipped cannot be cancelled.
Responsibility for returns
Except for faulty, damaged or incorrect items, MUSOU is not liable for any cost, delay, damage or loss in connection with the transport and return of goods to us.
Commercial use
MUSOU pieces are sold exclusively for personal use and may not be used for commercial purposes of any kind.
MUSOU reserves the right to refuse a sale, or to refund the customer before shipment, if we suspect the goods are being bought for commercial gain.
Pieces purchased for rental or other commercial purposes are not eligible for return, exchange or credit note, and such use voids any warranty.
Questions
For any question about returns, email hello@musouofficial.com.