Returns & Exchanges

Effective Date: 24 December 2025

This policy governs returns, exchanges, refunds, and related matters for purchases made from MUZÈRA and should be read together with our Terms & Conditions.

Return & Exchange Requests
  • Any request for return or exchange must be raised within 3 days of delivery.
  • Requests raised after this period will not be accepted.
Product Condition & Sealed Ribbon Policy
  • Products must be unused, unwashed, undamaged, and returned in original packaging with all tags intact.
  • MUZÈRA garments are secured with a sealed ribbon/tag to maintain product integrity.

If the sealed ribbon or tag attached to the product has been tampered with, removed, or damaged:

  • The product is not eligible for return, exchange, or refund.
  • At the customer’s request, MUZÈRA may re-ship the same product in its existing condition.
  • All shipping, reverse pickup, re-shipping, and handling charges shall be borne entirely by the customer.
Exchanges
  • Exchanges are generally provided free of charge.
  • Shipping or additional charges may apply in certain situations, including but not limited to:
  • Tampered sealed ribbon/tag
  • Incorrect address provided by the customer
  • Failed delivery attempts requiring re-shipment

All exchanges are subject to product availability.

Refunds
  • Refunds are issued only after inspection and approval of the returned product.
  • Once approved, refunds will be processed within 10 working days of approval.
  • Refunds are issued only to the original payment method used at checkout.
  • Cash refunds are not offered.
Store Credit (Goodwill Gesture)
  • In limited and exceptional situations, MUZÈRA may, at its sole discretion, offer store credit as a goodwill gesture to resolve a customer concern.
  • Store credit, if issued:
  • Is non-transferable
  • Cannot be redeemed for cash
  • Must be used within the validity period communicated at the time of issue

Offering store credit does not constitute an admission of fault, does not guarantee eligibility for return, exchange, or refund, and does not alter the conditions set out in this policy.

Non-Returnable / Non-Exchangeable Items

The following items are not eligible for return, exchange, or refund unless received in a defective or incorrect condition:

  • Sale items
  • Personalized or customized products
  • Products showing signs of use, wear, washing, or damage
  • Products with tampered MUZÈRA sealed ribbon/tag
Important Note (Payment Gateway & Dispute Clarity)

Customers are advised to carefully review product descriptions, sizing information, and all policies before placing an order. Returns, exchanges, refunds, and goodwill resolutions are handled strictly in accordance with this policy to ensure transparency and compliance with payment gateway dispute resolution requirements.