Refund policy

 Returns & Refund Policy

At Muse, we strive to ensure that you are completely satisfied with your purchase. If you need to request a return or exchange, please review our policy below.

Returns & Exchanges

  • A skin reaction is unlikely, but if you experience any irritation or sensitivity, you may request an exchange or refund. Notification must be made within 24 hours of receiving your order via email.
  • Change of mind will not be accepted as a reason for return or exchange.
  • Products must be returned within 7 days of purchase in their original, resaleable, unopened, unused, and undamaged condition, including packaging.

Product Image Requirement & Inspection Process

Before sending a product for exchange, please follow these steps:

  1. Send clear images of the product to our Customer Service team via WhatsApp at +92 370 6441313 for initial assessment.
  2. Our team will review the images and determine whether the product should be sent to the manufacturer for further inspection.
  3. If required, the manufacturer will conduct a thorough Quality Control inspection and issue a final report. If approved, the product will be exchanged.

Return Process & Customer Responsibility

  • Important: Any shipping or courier costs for returns/exchanges will be the customer’s responsibility.
  • During the return process, Muse will not be responsible for any loss or damage to the product while in transit.
  • If the returned product is altered, damaged, or not in its original condition, it will be sent back to the customer along with a Quality Control report.

Return Authorization & Refund Options

  • When sending your return package, please include the return authorization number provided by our Customer Service team.
  • We strongly recommend using a traceable shipping service to ensure successful delivery.
  • Upon acceptance of your returned product, you may choose to:
    • Receive a refund to the original purchaser’s method of payment (e.g., we will only credit the debit or credit card used for the original purchase).
    • Apply the refunded amount toward purchasing other products of equal or greater value from Muse.
  • Your original shipping and handling charges will not be refunded.

Damaged or Defective Products

We take great care in packaging your order, but if you receive a damaged or defective item, please contact us immediately at Hello@musebyraina.com or +92 370 6441313.

To ensure a smooth and quick resolution:

  • A video of the sealed parcel being unboxed is required for verification. This helps us process your return efficiently.
  • Provide your order number, email, and images of the damaged product.
  • Keep the original shipping package and damaged item for inspection.
  • Once verified, we will either replace the product free of charge or issue a refund to your bank account or mobile wallet.
  • The original shipping and handling charges will not be refunded.
  • The shipping fee for the replacement will be covered by us.

For any further assistance, feel free to reach out to our support team. We’re always happy to help! 💫