Thank you for shopping with The Muse Co. Customer satisfaction is important to us, and we aim to ensure a smooth shopping experience. Please read our Refund Policy carefully before making a purchase.

1. Refund Eligibility

Refunds may be issued under the following circumstances:

  • You received a damaged or defective item
  • You received the wrong product
  • Your order was canceled before shipment
  • The product is unavailable after payment has been completed

To qualify for a refund:

  • The request must be made within 7 days of receiving the order
  • Proof of purchase must be provided
  • Supporting photos or evidence may be required for damaged or incorrect items

2. Non-Refundable Items

The following items are generally not eligible for refunds:

  • Used or worn products
  • Items damaged after delivery due to misuse
  • Clearance, discounted, or sale items
  • Customized or personalized products
  • Gift cards or promotional items (if applicable)

3. Refund Request Process

To request a refund:

  1. Contact our customer support team
  2. Provide your order number and reason for the request
  3. Submit any required supporting images or documents
  4. Wait for review and approval from our team

Incomplete requests may delay processing.

4. Refund Approval

Once your request is reviewed:

  • Approved refunds will be processed to the original payment method
  • You will receive confirmation once the refund has been initiated

We reserve the right to deny refund requests that do not meet our policy conditions.

5. Refund Processing Time

Refund processing times may vary depending on your payment provider or financial institution.

Estimated timelines:

  • Mobile money refunds: 1–5 business days
  • Bank/card refunds: 5–14 business days

6. Shipping Costs

  • Original shipping fees are generally non-refundable
  • Return shipping costs may be the customer’s responsibility unless the issue resulted from our error

7. Order Cancellations

Orders may only be canceled before they are shipped.

Once an order has been dispatched, cancellation may no longer be possible and standard return procedures will apply.

8. Exchanges Instead of Refunds

In some cases, we may offer:

  • Product replacements
  • Store credit
  • Exchanges

depending on product availability and the nature of the issue.

9. Contact Us

For refund-related questions or assistance, please contact us:

www.themuse.co.ke

Email: support@themuse.co.ke