WHAT IS MUZELLO’S CANCELLATION AND RETURNS POLICY?

It is our primary goal to give you your money’s worth on every item or service you buy from Muzello. We want you to be a very satisfied customer, proud of having made the decision to buy from us.

We want to provide you with an absolutely hassle-free shopping experience. We assure you that all the products we sell are brand new and have gone through a trusted quality-checking process. In spite of our best efforts, in the odd instance when you get a defective or damaged or Not as Described product delivered, the possible resolution could be a replacement or exchange (for specific items like apparel & Others, Etc.,) as the case may be.

REPLACEMENTS

If an item in a ‘Damaged’ or ‘Defective’ or ‘Not as Described’ condition gets delivered, you may request a replacement. Email our Customer Care [email protected] given on the website and register your request.

All products are covered by a 30 days Replacement Guarantee against the above conditions. Replacement is subject to the availability of stock with us. If the product is out of stock, and fresh stocks are not expected within a reasonable period of time, we will arrange the replacement once the stock is
available.

CANCELLATION

In the rare event of you want to cancel an order, we advise you to register your request at the earliest with [email protected] All online order cancellations should be initiated by sending a request email to [email protected] to our Customer Care Department (8.00 am to 8.00 pm, all days) Refunds against cancellation of online orders paid through a Debit Card are expected to reflect within 7 to 25 bank working days in the bank account with small bank transaction charges for transfer of payment.
Cancellation of orders against payment by Credit Cards by sharing Credit Card details over email will reflect in the Credit Card account within 7 – 25 bank working days with small bank transaction charges for transfer of payment. Cancellation of orders after dispatch of the product is not possible, except under the conditions mentioned
under REPLACEMENTS and EXCHANGE. Cancellation of orders paid by Account Transfer will be refunded through the bank with a small
additional bank transaction charge for the transfer of payment. On cancellation of orders, the entire amount paid by you including shipping charges will be returned by having small additional bank transaction charges for the transfer of payment.

HOW DO I RETURN AN ITEM PURCHASED ON MUZELLO?

Returns, for reasons, explained elsewhere and for other genuine reasons, are made easy with the
following steps:

  • Please ensure that the product is in unused and original condition. Include all price tags, labels and original packing along with the product for return.
  • Contact us over email: [email protected] (Customer Care Department) and provide Order ID details along with Id Proof
  • Customer Care will confirm the return request.

NOTE:

  • The number of days within which a return can be initiated varies from product to product. You must contact us within the defined period to initiate the return.
  • Clothing cannot be returned once the pack is open and the product is used, for reasons of hygiene and unrepeatability to factory fresh conditions and therefore follows as a case by case.
  • Customer Care will inform you about the Replacement process.

WHAT IF I AM ASKED TO SHIP THE ITEM?
Once you have requested a replacement, please ensure that product is in unused and original condition. Take specific care to include all price tags, labels, and original packing along with the product.

  • Include all price tags, labels, original packing and invoices along with the product. Pack the item in such a way as to ensure against any damage in transit.
  • Please reach our Customer Care Department immediately after shipping and give us the details of shipping through email: [email protected]

Replacement will be initiated as soon as we receive the product from you and found it in agreeable condition on inspection and you will bear the return shipping fees on exchange or replacement of other items on a case-by-case basis for total order value.

WHEN WILL I GET MY REPLACEMENT?

Once satisfied with the returned product’s condition, the replacement product will be shipped immediately, subject to availability. You should receive it within the normal course of transit time to your location. If you don’t get the return within the promised date, contact us immediately.

DO I HAVE TO RETURN ANY FREE GIFT, WHEN I RETURN A PRODUCT?

The free gift usually forms a part of the original product and needs to be returned along with the original product. However, you can retain the gift if you are opting for an exchange of the original product with the same product.

WHAT ITEMS CAN BE EXCHANGED?

We entertain exchanges on the basis of incorrect size, mismatched colour, or when the product is found to be totally different from what is promised. However, apparel, accessories and other products must be checked for size, weight and colour without trying them on a person. We hope you would appreciate our concern for maintaining hygiene and usability by others for stipulating these conditions. Please do not discard price tags, labels, or original packing until you decide to own and use
the product.

CAN I RETURN A PART OF MY ORDER?

Yes, if you had ordered multiple products, for all the reasons discussed on this page, you can initiate a return process by bearing a small shipment charge with the shipment carrier for the return of part of the order.

WHAT IF I FACE DIFFICULTIES IN CANCELLATION OR RETURNING OF THE PRODUCT?

We empathise with you always. Please write to us at support@muzello (8.00 am to 8.00 pm, All days). We will take up your case on priority to ensure a satisfactory resolution.

WHEN ARE RETURNS NOT POSSIBLE?

We cannot accept returning products under the following conditions:

  • Return request is made outside the specified time frame
  • Product in damaged condition due to use OR Product is found in a different condition than when you received it
  • Specific categories like innerwear when used, and any freebies & Other products etc.,
  • Any consumable item which has been used even partly
  • Products with tampered or missing serial numbers
  • Items that are returned without original packaging, freebies or accessories.

I’VE STILL NOT RECEIVED THE REFUND IN MY BANK / CREDIT CARD ACCOUNT. WHY?

Once we acknowledge through email or over the phone your acceptance of your refund request, rest assured the process has started at our end.

However, it is not uncommon to find financial organizations taking a longer time to process refund requests. Still, if the refund hasn’t happened by the date we promised, you can email us. We will take up your case on priority to help you.