Refund policy

Returns & Refunds

Last updated: 21 October 2026

We offer a 30-day return window from delivery. Contact Help@muffono.com to tell us you would like to return an item.

How to start a return
Tell us within 30 calendar days of receiving your order. Include your order number and the items you want to return. You can give a reason if you wish, but it is not required for an applicable statutory withdrawal.
We will provide the return instructions. The return destination is: [ADD: FULL RETURN ADDRESS AND COUNTRY]. It may differ from the address printed on your parcel.
Send the items back within 14 calendar days after telling us you are returning them, unless we agree a longer period. Pack them securely and keep proof of posting.

Our instructions help route your parcel correctly; obtaining our permission is not a condition for exercising a statutory right of withdrawal. If an applicable online withdrawal function is available, you can use that too. You may also use the optional withdrawal form on our website or send another clear statement.

Return condition

During any applicable statutory cooling-off period, you may inspect the item as you reasonably would in a shop. You may be responsible for diminished value caused by handling beyond what is necessary to establish its nature, characteristics and functioning, where the law permits. Missing original packaging alone does not automatically remove statutory withdrawal rights.

For the additional voluntary return period after the statutory cooling-off period and up to day 30, change-of-mind items must be unused and unwashed, with tags attached where originally supplied. Include original packaging where reasonably available. These voluntary conditions do not limit rights for faulty, incorrect or misdescribed goods.

Return shipping costs

If we sent a faulty, damaged or incorrect item, we cover the reasonable return costs where required for the applicable remedy. Contact us for arrangements. We do not charge a restocking fee for exercising an applicable statutory withdrawal right.

Refunds

Approved refunds go back to the original payment method. We notify you when we issue the refund. Your bank or payment provider may take additional time to show the funds.

For a valid statutory withdrawal, we reimburse the payments due without undue delay and no later than 14 calendar days after being informed of your withdrawal. Where permitted, we may wait until we receive the goods back or you provide evidence of sending them back, whichever happens first.

When you withdraw from the whole order under an applicable statutory withdrawal right, the refund includes the standard outbound delivery charge. Additional charges for a premium delivery method you chose above our least expensive standard option are not refundable under that rule. For other voluntary or partial returns, any treatment of outbound shipping is explained before purchase and mandatory rights continue to apply.

For accepted voluntary returns outside the statutory cooling-off period, we issue the refund within 14 calendar days after receiving the goods. Refunds reflect the price actually paid after discounts.

Bundles, discounts and exchanges

If you return only part of a bundle, we refund the amount actually paid for the returned item, taking account of its share of any discount. We do not impose an undisclosed penalty or retrospectively increase the price of items you keep.

If you prefer another size or colour, contact us. An exchange depends on stock availability; we will explain whether we can exchange the item or whether a return and new order is more practical.

Faulty or incorrect goods

The 30-day return window does not limit your legal rights if goods are faulty, unsafe, incorrect or do not match their description. Depending on the applicable law and circumstances, remedies can include repair, replacement, a price reduction or a refund. EU consumers have a minimum two-year legal guarantee for non-conforming goods, with longer or additional protections where national law provides them.

Contact us when you discover a problem. Photos or other information can help us investigate, but the absence of photos does not automatically remove your legal rights.

Exceptions

A statutory withdrawal exception applies only when the law permits it, for example for genuinely personalised goods or certain sealed goods unsuitable for return for health or hygiene reasons after unsealing. Any relevant exception will be explained on the product page before purchase. Ordinary clothing is not automatically excluded merely because it was tried on. Sale or discounted status alone does not remove statutory rights.

Contact

Help@muffono.com