EXCHANGES AND RETURNS
EXCHANGES
The first exchange is free and must be carried out within 30 (thirty) calendar days, counting from the date of receipt of the merchandise. If the product didn't fit, or you didn't like the model or even the color.
The product must not show signs of use, wear and/or washing. It must be in perfect condition.
From the second exchange onwards, the customer bears the shipping costs of the product.
Up to 90 (ninety) calendar days after the date of receipt of the merchandise is the warranty period against possible manufacturing defects.
After these periods, it is not possible to open requests for exchange, return or warranty analysis, but we are committed to continually offering support to our customers and resolving problems as far as possible.
We will send a free postage authorization so that the customer can send the merchandise to be exchanged through a post office.
The online exchange must be carried out through the following steps:
• Access our contact page and send us a message telling us what happened. Enter your order number and the product you wish to exchange.
• Clarify possible requests;
• Post the shipment at a post office, using the posting authorization code sent;
• Wait for confirmation of receipt of the exchange and validation of the agreed replacement.
We are exempt from responsibility for exchanging or repairing any merchandise when it is proven in the technical report that the defects presented did not result from a manufacturing defect in the product.
RETURNS
It can be carried out within a maximum of 7 (seven) calendar days, counting from the date of receipt of the merchandise.
You can exchange the product if you don't like it. However, if you prefer to opt for a return, the product must also not show signs of use, wear and/or washing. It must be in perfect condition.
We will not receive products modified by the consumer (adjustment of hem, cuff, dyeing, among others) and it is not even possible to use the legal withdrawal option.
The return must be made through the following steps:
• Access our contact page and send us a message informing the order number and the product you wish to return.
• Post the shipment at a post office, using the posting authorization code sent;
• Wait for the email confirming receipt of the post, containing validation of compliance with the return conditions described in our policy and other instructions.
EXCHANGES AND RETURNS MUST COMPLY WITH THE FOLLOWING CONDITIONS
The pieces must be without signs of use, washing, compromised by natural wear, secondary damage, improper use, such as negligence and overload of weight and volume, or affected by abrasives, acids, liquids, exposure to high temperatures and impact of forces external (particularly damage caused during use or transport or manipulation of any nature, such as: deformations, tears, stains caused by other products, scratches, dents, etc.), or modifications (adjustment of cuffs, hem, etc.)", This makes it impossible to analyze the original characteristics of the piece, whose “repair” was not carried out or supervised by us;
Parts must be sent in secure packaging, protected from possible transport damage;
The original Muese tag and label attached to the product must be accompanied;
Muese's quality department will check the piece and, depending on the conditions, send it for analysis, which can take up to 48 hours. If any manufacturing defect or defect is found in the product, the exchange will be authorized or, if possible, repairs will be carried out. The total deadline for completing the process is 30 calendar days, counting from the day the part arrives at our distribution center. Muese is exempt from exchanging or repairing any merchandise when it is proven in the technical report that the alleged defects resulted from inappropriate use;
The product will be exchanged or returned whenever no defect is found or if any of the conditions described in our policy have been breached. If it is found that the returned product does not meet the necessary requirements for exchange or return detailed above, Muese is exempt from accepting the return or making the exchange. We can then resend the product to the customer, without prior consultation, accompanied by justification of the reason for the refusal.
In cases of exchange, the customer will receive a discount coupon with the amount paid for the part to be able to purchase a new part. The exchange can be made for any other product. If the value of the new product is greater than that of the original part, the customer may supplement the payment.
In cases of return due to regret, the customer will receive a refund of the amount paid in the same method as the original payment. In case of payment by PIX, it will be necessary to provide bank account details in the name of the purchaser to carry out the transfer .
Return and Exchange Policy
For international purchases does not apply to exchange and return policy. For this reason, we recommend that before completing the purchase, take the opportunity to use our assistant services. You can contact us by hello@muese.co or by WhatsApp app +55 21 97141-5195, to help you making your choice and finding the right product. International freight is different, import duties and the delivery time vary by the destination.