Return and refund policy
Order must be fully paid when ordering. We will not hand out products in case of partial payment.
If you are unhappy, unsatisfied or if the product is defective you can return the item and we will either issue a refund or send you a replacement item.
We have a 10-day return policy, this means that you as a client have 10 days after receiving your order to request a return. In order for us to be able to fulfil your return, the item/product must be in the same condition you received it, clean, in its original packaging, unworn, unused, with all labels and tags.
The client must enclose the product/item in its original packaging.
If the product has accessories, these must also be returned in order to get your refund.
You will need to send back all of the order documents and forms and proof of purchase that were sent initially.
To initiate a return you will need to contact us at: support@musegravity.com.
If your return is accepted by our services you can use the provided shipping label or if you need one we will send you a shipping label on your email address. This will include all shipping instructions and details, you will need to pack your items properly and in their original packaging with all its protections.
If no shipping label is provided by our company then the client must send back the product/item using a tracked shipping label and insure his parcel to the proper value.
Once your return is received by our services it will be inspected and we will send you an email to let you know if your return is accepted or not.
If your return is approved then it will be automatically refunded on your original payment method. It may take some time for the refund to show up on your bank account.
You need to contact us before sending back any order.
We can also offer you exchanges, if applicable, to do so you will return your original order and when your return is accepted you will be able to order another item/product again.
Terms & Conditions articles regarding specific customers’ rights:
THESES TEMPLATES ARE SPECIFIC TO SOME BUSINESSES OR COMMERCIAL ACTIVITIES AND TO SOME LEGISLATION AND REGULATION, PLEASE CHECK AND READ THEM CAREFULLY. YOU MUST MODIFY, ADAPT AND CHECK IF THESE TEMPLATES ARE APPLICABLE OR NOT TO YOUR SITUATION, TO YOUR CLIENT OR TO YOUR BUSINESS TYPE.
BY USING THESE TEMPLATES YOU RECOGNISE THAT THESE TEMPLATES ARE FOR INFORMATIONAL PURPOSES ONLY AND DO NOT CONSTITUTE A LEGAL ADVICE OR ANY KIND OF LEGALLY BINDING DOCUMENT.
THESE TEMPLATES DO NOT CONSTITUTE AND ATTORNEY-CLIENT RELATIONSHIP BETWEEN MUSE GRAVITY AND ITS CLIENTS OR THE END-USER.
THE USE AND THE IMPLEMENTATION OF THESE TEMPLATES BY YOU MEANS YOU AGREE THAT MUSE GRAVITY SHALL HAVE NO LIABILITY OR RESPONSIBILITY IN CASE OF LEGAL COMPLAINTS OR ANY OTHER KIND OF ISSUE REGARDING THESE TEMPLATES. YOU ARE FULLY AND ENTIRELY LIABLE AND RESPONSIBLE FOR MODIFYING AND ADJUSTING THESES TEMPLATES TO YOUR OWN SITUATION, BUSINESS OR ACTIVITY.
Right of withdrawal
Right of withdrawal may not apply for certain perishable products in accordance with relevant local legislation or regulation.
Hence the client will not have any right of withdrawal and no refund can be made to the order once it is processed. Refunds will only be done if required by law or regulation.
Exceptions/non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty, medical or health products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch with us if you have questions or concerns about your specific item or product.
Unfortunately, we cannot accept returns for on sale items or gift cards or vouchers.
Perishable products (food, flowers…)
If the client upon delivery discovers that the product has a hidden defect or that the product is defective, the client must contact our company immediately support@musegravity.com. The client will be issued a refund for the defective products on its original payment method.
The defective products will then be returned to our company in the state in which the client has received them; this includes all of the accessories and documents. If the client has paid upon returning the product our company will reimburse the fee upon showing the documents.
Bespoke products/made on order product/non refundable hygiene-health product
The following list specifies, but is not limited to, products that cannot be refunded (except when legally mandatory) due to their specific type: made-to-order, bespoke products, personalised products, hygiene product, health and sanitary products, medical products or device, hand-crafted products with special requests or personalisation…
Events tickets/concerts/show/cinema
Due to their specificity, event tickets, concert tickets, cinema tickets, show tickets and any other kind of document allowing someone to access an event is normally not refundable.
No refund will be issued even if the ticket is lost, stolen, the ticket will not be either exchanged. If the event is cancelled only the price paid for the ticket will be refunded.
In any case no other expense will be refunded. No duplicate of the ticket can be issued to anyone.
Before accessing the event an ID document or any other type of official document might be required by the organiser.
Any refund request done after the event took place will be denied.