Refund policy

We want you to be happy with your purchase. Please read this policy carefully before placing an order.

Return Requests
You may request a return within 30 days after receiving your order. To begin a return request, contact us at info@musowood.com with your order number and the reason for the request.

Please do not send an item back before receiving return instructions from our support team.

Eligibility
To be eligible for a return, an item must be unused, in its original condition, and returned with its original packaging where applicable. Proof of purchase may be required.

Return Shipping Costs
For change-of-mind returns, customers are responsible for return shipping costs and any applicable customs duties, taxes, or fees.

Because we ship internationally and use multiple fulfillment locations, a physical return may not always be required or practical. After reviewing your request, we will provide the appropriate written instructions. Depending on the situation, we may offer a return, replacement, partial refund, store credit, or another reasonable resolution.

Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@musowood.com. Include your order number and clear photos or videos of the issue, including the packaging where relevant.

After review, we will provide an appropriate resolution, which may include a replacement, refund, or other remedy. You will not be required to pay return shipping for an error or confirmed product issue caused by us.

Non-returnable Items
Customized, personalized, or made-to-order items cannot be returned unless they arrive damaged, defective, or incorrect. Gift cards are non-returnable.

Refunds
Once a return is received and inspected, or once we confirm that no return is required, we will notify you of the outcome. Approved refunds are issued to the original payment method. Banks and payment providers may require additional time to process the refund.

European Union Customers
If your order is delivered to the European Union, you may have a statutory right to cancel your order within 14 days of receiving it. For non-defective items, return shipping costs are the customer’s responsibility unless otherwise required by applicable law. This policy does not limit any mandatory consumer rights that apply in your country.

Contact
For return or refund questions, contact us at info@musowood.com.