Refund & Return Policy
Return and Refund Guidelines
MuuYer allows eligible defective and non-defective products to be returned within 30 calendar days after delivery. Every return must satisfy the applicable requirements below and receive authorization before the product is sent back.
Approved returns must be shipped by mail or an appropriate carrier to the return destination specified by MuuYer. The authorized return address will be provided only after the return request has been reviewed and approved.
Return Categories
Returns are classified according to the reason for the request.
Customer-Reason Returns
A Customer-Reason Return applies when the product is not defective and the return is based on the customer’s personal decision. Examples include:
- Changing your mind after purchase
- Selecting the wrong option, size, finish, specification, or configuration
- Deciding that the product is no longer needed
MuuYer-Responsibility Returns
A MuuYer-Responsibility Return applies when a return or other remedy is required because of an error by MuuYer or an approved delivery-related problem. This category may include:
-Products damaged during delivery
- Defective products
- Incorrect items
- Missing components or parts
- Products that differ from the confirmed order details
- Verified carrier problems associated with shipping arranged by MuuYer
Reporting Period and Applicable Policies
Return requests for eligible products must be submitted within 30 calendar days of delivery.
Customer-Reason Returns are reviewed under this Return & Refund Policy. Delivery-related claims reported within the same 30-calendar-day period—including damaged, visibly defective, incorrect, or incomplete orders—are also handled under this policy.
When carrier records, tracking information, proof of delivery, or another transportation-related investigation is necessary, issues involving shipping damage, lost packages, incorrect delivery, or delivery delays may also be reviewed under our Shipping Policy.
A manufacturing, material, or workmanship defect discovered after the initial 30-calendar-day delivery issue period may qualify for consideration under the MuuYer Warranty Policy, provided the product remains within its applicable warranty period.
If a claim could reasonably fall under more than one policy, MuuYer will evaluate the circumstances and confirm the applicable procedure and available resolution in writing.
Conditions for Customer-Reason Returns
To qualify for a Customer-Reason Return, the customer must request authorization within 30 calendar days after receiving the product.
The returned merchandise must be new or only lightly handled for inspection. It must remain clean, free from damage, and suitable for resale.
Customers may open the packaging to evaluate the product’s size, color, finish, fit, and general suitability. Reasonable handling and temporary indoor placement for inspection are permitted.
Unless MuuYer provides written approval stating otherwise, the return should include:
- The original packaging
- All accessories
- Manuals or instructions
- Every other component supplied with the productProducts showing evidence of damage caused during improper use, stains, odors, scratches, dents, water exposure, smoke exposure, pet damage, or wear beyond reasonable inspection may not qualify for a Customer-Reason Return.
These product-condition requirements do not apply to MuuYer-Responsibility Returns. For those claims, MuuYer may request photographs, videos, images of the packaging, carrier notes, or other relevant evidence needed to evaluate the issue.
How to Request a Return
To begin a return:
1. Contact the MuuYer customer service team at support@muuyer.com within 30 calendar days of delivery.
2. Provide your order number, identify the product involved, and explain why you are requesting the return.
3. For a MuuYer-Responsibility Return, include relevant photographs or videos whenever possible.
4. Wait for the request to be assessed. If approved, MuuYer will provide the authorized return address and shipping instructions.
5. Send the return by mail or the carrier method specified in the instructions.Do not send any product back before receiving authorization. A package shipped without approval or sent to an address that MuuYer has not authorized may be rejected, delayed, or returned to the sender.
Return Shipping and Related Expenses
Customer-Reason Returns
For a Customer-Reason Return, the customer must arrange and purchase the shipping label and pay the actual cost of delivering the product to the approved return address.
MuuYer does not reimburse expenses associated with customer-reason returns, including:
- Return transportation
- Tracking services
- Shipping insurance
- Customs duties
- Import taxes- Brokerage charges
- Clearance fees
- Other return-related costs
MuuYer-Responsibility Returns
MuuYer will cover approved return transportation expenses when the return results from an error by MuuYer or an eligible delivery-related issue. This includes approved claims involving damaged, defective, incorrect, or incomplete products, as well as items that fail to match the confirmed order because of a MuuYer error or a verified carrier issue involving transportation arranged by MuuYer.
Depending on the circumstances, MuuYer may provide a prepaid shipping label when one is available. Alternatively, we may reimburse a return shipping expense that is reasonable, documented, and approved in advance.
Customers must wait for authorization and return instructions before sending the item.
Exchanges
Exchange requests may be submitted within 30 calendar days after delivery. All exchanges remain subject to the relevant product-condition requirements and authorization procedure described in this policy.
After delivery, an exchange will generally be processed by returning the original product and placing a new order for the replacement. The original item must satisfy the return requirements applicable to the reason for the exchange.
Requests to change an order before shipment are treated as order modifications or cancellation requests under the cancellation provisions below.
Refund Amounts
For an approved returned product, MuuYer will refund 100% of the amount paid for that product, including any optional tip added during checkout.
For Customer-Reason Returns, return transportation and related expenses remain the customer’s responsibility and will not be included in the refund.
For MuuYer-Responsibility Returns, any reasonable return shipping amount paid by the customer will also be refunded if that expense was documented and approved by MuuYer.
No Restocking Fee
MuuYer does not impose a restocking fee on approved returns, exchanges, or cancellations.
Refund Processing Time
A refund may become eligible for processing after one of the following conditions has been satisfied:
- An eligible cancellation has been approved
- An authorized return has been received and inspected
- MuuYer has confirmed that the product does not need to be returned
- Written refund approval has been issued for a damaged, defective, incomplete, incorrect, or warranty-covered productCustomers will usually receive an approved refund within 6 calendar days after the applicable condition has been fulfilled. This estimated period includes both MuuYer’s internal processing and the payment provider’s posting time.
MuuYer will send the approved refund to the original payment method within 3 calendar days after the relevant refund condition is met. For returned merchandise, this period begins after the authorized item has been received and inspected. For an approved cancellation that does not involve sending a product back, it begins when the cancellation is approved.
After the refund has been submitted, a bank, credit card company, PayPal, or another payment provider will generally require an additional 1–3 calendar days to post the funds to the customer’s account.
The exact posting time depends on the payment provider. Once MuuYer submits the refund, any additional provider processing time is outside our direct control.
Order Cancellations
To request an order cancellation, contact us at support@muuyer.com as soon as possible and include your order number.An order may be canceled before it has been prepared for shipment, transferred to a carrier, or placed in transit.
Cancellation cannot be guaranteed after shipping preparation has begun, the package has been handed to a carrier, or transportation is underway. An order that has already shipped cannot be canceled. However, after delivery, the customer may request an eligible return in accordance with this policy.
Lost, Delayed, or Incorrect Deliveries
If an order is lost, delayed, or delivered incorrectly, please contact us at support@muuyer.com as soon as possible and include your order number, tracking information, and any available supporting evidence. If the issue results from a MuuYer error or an approved carrier-related problem, we will provide an appropriate resolution without imposing additional charges on the customer.
The remedy will depend on the circumstances and may include:
-Reshipping the order
- Issuing a full refund
- Providing a partial refund
- Offering a coupon or discount code
- Arranging another solution agreed upon by MuuYer and the customer
Authorized Return Destination
The business address published on the MuuYer website is not a return facility. Customers must not send returned merchandise to that address.
The correct return destination may differ according to the product, warehouse location, and reason for the return. Before an approved product is shipped, MuuYer will disclose:
- The destination country
- The authorized return address
- The applicable packing and shipping instructions
Consumer Rights
Nothing in this Return & Refund Policy excludes or restricts any consumer right or remedy that cannot legally be waived under applicable consumer protection laws.
Contact Us
Email support@muuyer.com
Tel: +86 181 2706 3780