Refund policy
Returns & Refunds Policy
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a change-of-mind return under our 30-day policy, your item should be in the same condition that you received it, with all included parts, and preferably in its original packaging. You’ll also need your receipt or proof of purchase.
To start a return, contact us at hello@museofus.com before sending anything back.
If your return is accepted, we’ll provide instructions on how and where to send your package. Do not send returns to the address shown on your parcel or to our registered office unless we specifically instruct you to do so. Items sent back without first requesting a return may not be accepted.
For change-of-mind returns, return shipping costs are the customer’s responsibility, unless applicable law requires otherwise.
You can always contact us with any return questions at hello@museofus.com.
Damages, Defects & Missing Items
Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, defective, incorrect, or missing parts.
Please include your order number and clear photos of the issue where possible so we can review it quickly.
If the issue is confirmed, we’ll make it right with a replacement, replacement parts, or refund, depending on the situation. You won’t be responsible for return shipping where the problem is our responsibility.
Exceptions / Non-Returnable Items
We may be unable to accept change-of-mind returns for items that have been substantially used, permanently altered, or returned with missing parts or damage that occurred after delivery.
These conditions do not affect your rights if an item arrives faulty, damaged, incorrect, or is otherwise protected by applicable consumer law.
If you have any questions about whether your order is eligible for return, contact us before sending it back.
Exchanges
If you would like a different item, the simplest option is to return your eligible item and place a new order once the return has been accepted.
European Union / EEA Right of Withdrawal
If your order is shipped to the European Union or European Economic Area, you may have a statutory right to withdraw from your purchase within 14 days of delivery, without giving a reason.
Our 30-day return policy is offered in addition to these statutory rights and does not limit them.
Where applicable, statutory withdrawal rights may also allow you to cancel before delivery. Your legal rights remain unaffected by the voluntary return conditions described above.
UK Consumer Rights
Customers in the United Kingdom may also have statutory cancellation and return rights for online purchases.
Our 30-day return policy is in addition to, and does not limit, your statutory consumer rights.
Refunds
We’ll notify you once we’ve received and reviewed your return and let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
After we issue your refund, it may take up to 10 business days for your bank or card provider to process and post it to your account.
If more than 10 business days have passed since we confirmed your refund and you still haven’t received it, contact us at hello@museofus.com.
Delivery & Tracking
For delivery times, tracking and international shipping information, see our Shipping Policy.