Refund policy
Last updated: July 30, 2026
We want you to feel confident shopping with MUSEHALO. This policy explains how returns, exchanges, cancellations, and refunds are handled for purchases made through our online store.
1. Return window
You may request a return within 14 calendar days after your order is marked as delivered. To start a return, email musehalo@outlook.com with your order number, the item(s) you wish to return, and the reason for the request.
Items sent back without prior authorization may not be accepted. Do not return an item to the sender address on the parcel. We will provide the authorized return address after approving your request.
2. Return eligibility
Items must be unused, unworn, unwashed, unaltered, free from stains, odors, makeup, deodorant, or other signs of wear, and returned with original tags, hygiene protection, accessories, and packaging. Proof of purchase is required. We may reduce or refuse a refund if a returned item cannot be resold, except for confirmed defects or where applicable law requires otherwise.
3. Damaged, defective, or incorrect items
Please inspect your order upon delivery. For the fastest assistance, contact us within 3 calendar days if an item is damaged, defective, or different from what you ordered. Include your order number and clear photos or video of the issue and package label.
If we confirm a defect, transit damage, or fulfillment error, MUSEHALO will offer an appropriate replacement, refund, or store credit and will cover reasonable return shipping costs when a return is required.
4. Change-of-mind, size, and color returns
For returns based on personal preference, fit, size, color, or another reason not caused by our error or a defect, the customer is responsible for return shipping. Original shipping, express shipping, duties, taxes, and shipping insurance are non-refundable unless required by law. If a direct exchange is unavailable, return the eligible item and place a new order.
5. Non-returnable items
- Final-sale or non-returnable items;
- Gift cards;
- Personalized, customized, made-to-order, or OEM items after production begins;
- Underwear, intimate apparel, or swimwear with a removed or damaged hygiene seal;
- Items worn, washed, altered, damaged after delivery, or missing required tags or packaging;
- Free gifts, samples, and promotional items.
These exclusions do not limit rights that cannot legally be excluded.
6. Wholesale, bulk, pre-order, and custom orders
Wholesale, bulk, pre-order, OEM, and customized orders may have separate written terms, deposits, production schedules, and cancellation conditions agreed before purchase. Those written terms take priority over this retail policy. Confirmed manufacturing defects or incorrect goods will still be reviewed under the applicable agreement and law.
7. Cancellations
Contact us as soon as possible to request a cancellation or change. We will try to help, but cancellation is not guaranteed after fulfillment, sourcing, customization, or shipment begins. Shipped orders follow the return terms above.
8. Refunds
After receiving and inspecting an approved return, we will notify you of the decision. Approved refunds are normally issued within 5 business days to the original payment method, or as store credit if agreed. Your bank or payment provider may need an additional 3–10 business days.
Refunds are based on the amount actually paid for the returned item after discounts. Promotional discounts, coupons, store-credit bonuses, gifts, and free-shipping benefits have no cash value and are not refunded separately.
9. Return shipping and lost parcels
Use a trackable service and keep your receipt. Unless we supplied the label, we are not responsible for a return lost or damaged before reaching the authorized return location.
10. Contact
MUSEHALO Customer Care
Email: musehalo@outlook.com
Nothing in this policy limits mandatory consumer rights under applicable law.