Refund policy

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30-day returns

You have 30 days from receipt of your order to request a return. This period exceeds the minimum 14-day right of withdrawal established by European Union law.

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How to initiate a return

1. Email our Customer Service team at info@musemadrid.com or use our Request a return page, providing your order number and the item or items you wish to return.
2. Once your request is approved, you will receive complete instructions by email on how and where to send the package.
3. After receiving and inspecting the merchandise, we will process the refund to the original payment method within 10 business days.

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Return conditions

To be eligible for a refund, products must be:

• Unused
• With original tags and packaging in perfect condition
• Accompanied by proof of purchase

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Return shipping costs

All approved returns must be shipped at the customer’s expense. We will provide you with a return address along with instructions on how and where to send your item; however, please note that return shipping costs are the customer’s responsibility. We do not offer prepaid return labels, and no additional charge will be deducted upon receipt.

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Promotional items

Items on sale or promotion are subject to the same return conditions as other products, within the 30-day period.

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Damaged or incorrect items

If you have received a damaged, defective, or incorrect item, contact us immediately and we will resolve the issue as quickly as possible.

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Non-returnable items

The following items cannot be returned under any circumstances:

• Personalized or custom-made products
• Gift cards

If you are unsure whether your product is eligible for return, contact us before submitting your request.

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Refunds

Once the return has been received and inspected, the refund will be issued within 10 business days, using the same payment method used for the original purchase.

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Exchanges

We do not offer direct exchanges. If you wish to replace an item, we recommend:

1. Start the return of the original item
2. Place a new order for the desired item

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Right of withdrawal (EU)

If you reside in the European Union, you have the right to cancel your purchase within 14 days of delivery, without giving any reason. Our 30-day policy gives you a longer period than the legal minimum. Products must be returned unused and in the condition described above.

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Need help?

For any questions regarding your return, please write to us at info@musemadrid.com — we’ll be happy to help you.

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Contact details