Refund & Return Policy

01. Items Eligible for Return

We accept returns of standard and custom-made products in new or slightly used condition. Submit your request within 30 business days of delivery.

▶ Returns Based on Customer Preference

You may return an item for personal-preference reasons, including:
1. You changed your mind.
2. You selected the wrong option.
3. You no longer need the item.

For these returns:

• The item must be clean.
• Minor wear from normal, light use is acceptable.
• Opened packaging is acceptable.
• Lightly used products are still eligible for return.
• Damage caused by misuse, alterations, or improper handling is not eligible as a personal-preference return.
  
  

▶ Returns for Product or Order Problems

You may return an item if:
1. It arrives damaged or defective.
2. You receive the wrong item.
3. The product does not match your confirmed order.
4. A defect is discovered during normal use within the 30-day return window.

For these cases:

• The reported damage, defect, or missing parts will not make the item ineligible for return.
• Please send us a description of the issue and relevant photos for review.
• For confirmed product or order problems, MuuYer covers the return shipping cost.
• Depending on the situation, we may arrange:
  • A full refund
  • A replacement
  • Replacement parts
    

02. Packing Your Return

All returning package should include all items, accessories, and components you received. Use the original packaging where possible. If it is unavailable, contact us for guidance on protective packaging.

03. Starting Your Request

Email service@muuyer.com within 30 business days of delivery, all your email will be replied within 24 hours during working days and 48 hours during holidays or weekends.

When sending request, please include:
1. Your order number.
2. The item you wish to return or exchange.
3. A brief explanation of your request.
4. Relevant photos for damage, defects, incorrect items, or missing parts.

We will review your request and provide return instructions (returning address is included). Once we approve your return, please mail the item to the return address we provide.
Please do not send items to the business address listed on our website.

 

04. Return Shipping Costs & Fees

Customers are responsible for purchasing the return shipping label and mailing the item to the address we provide after return approval.

• Customer responsibility: If you return an item because you changed your mind, selected the wrong option, or no longer need it, you pay the return shipping cost.
• Muuyer responsibility: For a confirmed defective, damaged, incorrect, or incomplete item, or another error by MuuYer, we reimburse the return shipping cost. Before you purchase a label, we will confirm the shipping method and cost with you. Send us the shipping receipt to receive reimbursement.

No return handling fees or restocking fees for any returns.

05. Exchange Arrangements

We accept exchange requests within 30 business days of delivery, including for standard and custom-made products. The eligibility and shipping-cost rules above also apply to exchanges.
Tell us which replacement or product details you would like. We will confirm availability and explain the arrangements before you return the original item. Exchanges are generally completed by refunding the returned item and having you place a new order.

06. Your Refund

An approved return receives a full refund of the amount paid for the returned item, including any tip. Refunds go to the original payment method.
Shipping costs you pay for a personal-preference return are not reimbursed. When MuuYer is responsible for the return, we also reimburse any return shipping expense agreed with us in advance.
A partial refund, store credit, or another alternative requires your agreement.

07. Refund Timing

For returned items, refund processing begins after we receive and inspect the item and approve the refund. If no return is required, processing begins when we approve the refund.
Once we have submitted the refund, it takes an average of 6 business days to reach your original payment method. Actual timing may vary depending on your bank or payment provider.
We will email you once we have submitted the refund to your original payment method. Your bank or payment provider may take additional time to credit your account.

 

08. Cancellation Before Dispatch

To request cancellation, email service@muuyer.com with your order number as soon as possible.
Orders can be canceled before shipping preparation begins. Once preparation has started, cancellation is not guaranteed. Orders already shipped cannot be canceled, but may be returned after delivery under this policy.
Once your order cancellation is approved, we will arrange your refund and email you when it has been issued.

 

09. Delivery Problems & Later Defects

Contact us if your order is missing, delayed, or marked delivered but not received. We will investigate the shipment; you do not need to return an item you never received.
Material or workmanship defects discovered more than 30 business days after delivery may qualify for assistance under our Warranty Policy.
This policy does not limit consumer rights that cannot be excluded under applicable law.

 

10. Contact Us

Email service@muuyer.com
Tel: +86 181 2706 3780
Support Hours: Mon-Fri, 9:30am - 6:30pm (GMT+8)