Refund policy

At Musabela, we want you to be satisfied with your purchase. If something isn’t right, contact support@musabela.com with your order number so we can help.

30-Day Returns & Exchanges

You can request a return or exchange within 30 days of delivery.

For size, fit, color or change-of-mind returns, items must be unused, in their original condition, and returned with their original packaging, tags and included accessories.

These condition requirements do not prevent you from reporting an item that arrived damaged, defective or incorrect.

Return Shipping Costs

For size, fit, color or change-of-mind returns and exchanges, the customer pays return postage.

If we sent the wrong item and require it to be returned, we will cover the return shipping cost. For damaged or defective items, contact us before arranging or paying for return shipping so we can provide the appropriate instructions.

How to Request a Return

  1. Contact us within 30 days of delivery. Email support@musabela.com with your order number, the item you want to return and the reason.
  2. Wait for return instructions. Our team will confirm eligibility and provide the correct return address.
  3. Pack your items securely. Include the original packaging, tags, accessories and other items supplied with the product.
  4. Send the return within 10 days of approval. Share the tracking number with our support team and keep your proof of postage.

Please use the return address provided by our team. Do not assume that the address on the original shipping label accepts returns. Sending an item to another address may delay or prevent us from receiving and processing it.

If you cannot meet the return dispatch deadline, contact us before it expires.

Exchanges

If you ordered the wrong size or color, or the fit isn’t suitable, contact us within 30 days of delivery to request an exchange.

Our team will confirm the available replacement options and return instructions. The same condition requirements apply, and you are responsible for return postage.

Damaged, Defective, Incorrect or Missing Items

Please inspect your order when it arrives. If an item is damaged, defective, incorrect or missing, contact support@musabela.com within 5 days of delivery.

Include:

  • Your order number.
  • A description of the issue.
  • Clear photos of the affected item, packaging and shipping label, where applicable.

For manufacturing defects or items damaged on arrival, we will arrange a replacement free of charge. If the replacement also has a defect, we will issue a full refund.

If an incorrect item was sent, we will arrange a replacement or cover the necessary return shipping. If an item is missing, we will investigate and arrange for the missing item to be supplied.

This reporting window does not limit rights you may have under applicable consumer protection law.

Refunds

Once we receive and inspect your returned items, we will confirm whether your refund has been approved.

Approved refunds are processed within 5 days after receipt and inspection, using the original payment method. Your bank or payment provider may take additional time to display the refund.

Store credit or a gift card is available only if you choose that option.

Product refunds reflect the amount paid for the returned items after applicable discounts. 

Original delivery charges are generally non-refundable for size, fit, color or change-of-mind returns, except where a refund is required by applicable law.

Orders That Have Not Arrived

If your order has not arrived within 20 days of placing it, contact support@musabela.com immediately with your order number and tracking information.

You do not need to wait until day 20 if tracking shows a problem.

Our existing late-delivery compensation also applies: if your order arrives more than 20 days after the promised delivery date, you are eligible for a compensation. This compensation threshold is separate from the 20-calendar-day contact point measured from the date you placed your order.

Packages Marked Delivered but Not Received

If tracking shows your package as delivered but you cannot find it, contact us promptly. We will help check the delivery information and investigate with the carrier.

If your order includes our Shipping Protection and the package is lost or stolen, we will arrange a replacement free of charge.

Not purchasing Shipping Protection does not remove any rights you have under applicable consumer protection law.

Order Cancellations & Address Corrections

To request cancellation, email support@musabela.com within 60 minutes of placing your order. Include your order number and clearly state that you want to cancel.

We use the time your request is received—not the time our team replies—to determine whether it falls within this window. 

Please check your delivery address before ordering. If you notice an error, contact us immediately with the corrected details. Orders already in transit generally cannot be canceled or redirected.

European Union Right of Withdrawal

Where the EU statutory right of withdrawal applies, you may notify us that you wish to withdraw from an eligible online purchase within 14 days of delivery, without giving a reason.

This right is separate from our voluntary 30-day return policy. Applicable statutory return conditions, deadlines and refund rights take precedence over any conflicting terms above.

For a change-of-mind withdrawal, you are responsible for return postage where this cost was disclosed before purchase. The cost of returning defective goods is our responsibility.

Questions & Order Disputes

If you have a concern about an order, email support@musabela.com so we can help resolve it.

  • Our team of agents is available to assist and resolve any issues. We have designed our policies to be fair and believe they are among the best in the industry. We emphasize immediate responsiveness and a commitment to providing the best resolution.
  • Customers are encouraged to contact at support@musabela.com for any product-related issues before filing chargebacks, as we are confident that issues can be resolved collaboratively.
  • Given this, filing a chargeback without reaching out to us first may be considered fraudulent and could result in legal action. If you have not received a product or have any issue with a product that you did receive, please contact us and we will help you resolve your issue.

For delivery information, please read our Shipping Policy.