Refund policy

Returns Policy

The customer has a period of 48 hours from receipt of the product to request a return, which must be notified by email to sales@muvcollection.com.

For a return to be accepted, the product must be in the same condition in which it was delivered, unused, with all its tags, accessories, assembly elements and in its original packaging.

Returns will be handled by collection at the delivery address. To this end, the customer must indicate in their request a time slot during which the courier company can carry out the collection.

For any query relating to returns, the customer may get in touch at sales@muvcollection.com.

Return procedure

To start the process, the customer must contact sales@muvcollection.com, providing all the necessary information, including supporting media (photographs, videos or other evidence) demonstrating the condition of the product in the event of an incident.

MUV Collection will review the request and notify the customer, within a reasonable period, of the acceptance or rejection of the return. In the event of acceptance, the corresponding instructions will be provided, together with the date and time slot for the collection.

Once the product has been received and its condition verified, MUV Collection will inform the customer of the available options, which may include:

  • Refund of the amount using the same payment method used 
  • Replacement with the same product 
  • Issuance of a gift card valid for 6 months 

Damage and incidents

The customer must check the order at the time of delivery. Should any damage, defect or error be detected in the product received, this must be reported immediately to MUV Collection for assessment and resolution.

Exclusions

Returns will not be accepted in the following cases:

  • Damage resulting from improper use, normal wear and tear, incorrect handling or causes attributable to the customer 
  • Requests based on a change of mind, a purchasing error or the customer’s personal preferences 

Likewise, returns of products on sale or of gift cards will not be admitted.

Exchanges

Product exchanges are not admitted. Where applicable, the customer must process a return in accordance with the provisions of this policy.

Refunds

Once the return has been received and verified, MUV Collection will notify the customer of its approval or rejection.

In the event of approval, the customer may choose:

  • Refund to the original payment method 
  • Gift card 
  • Replacement of the product 

If the refund option is chosen, it will be carried out within a maximum period of 10 business days from its approval, using the same payment method used for the purchase. The actual time of receipt may depend on the customer’s bank.

If, after 15 business days from the approval of the refund, it has not been received, the customer may contact sales@muvcollection.com.

 

Right of withdrawal

 If the purchase is made by a private consumer, they have a period of 14 calendar days from receipt of the order to exercise their right of withdrawal, without the need for justification.

For this purpose, the product must:

  • Be in perfect condition
  • Not have been used or assembled
  • Retain its original packaging
  • Include all its accessories, instructions and documentation

The return costs for withdrawal will be borne by the customer, unless otherwise indicated.

 Exceptions to the right of withdrawal

 Withdrawal will not be accepted in the following cases:

  • Products that have been assembled or handled in a way that prevents their resale
  • Products that have suffered damage after delivery due to misuse or incorrect installation

Refunds

The refund will be carried out within a maximum period of 14 calendar days from notification of the withdrawal, and may be withheld until the product is received and verified.

The amount of the product and the cost of standard shipping (not premium services) will be refunded.