Return and Refund Policy

This Return & Refund Policy forms part of the Terms and Conditions of DarkMuse. By placing an order with us, you acknowledge and agree to the terms outlined below.

1. Returns Policy

We offer a 7-day return request window from the date of confirmed delivery, subject to the conditions described in this policy.

Return Eligibility

To be eligible for a return:

  • The item must be unused, unworn, unwashed, and in its original condition and packaging

  • The item must not be altered, damaged after delivery, or missing any components

  • A valid proof of purchase (order number or receipt) is required

  • The return request must be submitted within 7 days of delivery

All returns must be approved by DarkMuse prior to being sent back.
Unauthorized returns may not be accepted or refunded.

Accepted Return Reasons

Returns are accepted only in the following cases:

  • The item received is defective

  • The item arrived damaged

  • The wrong item was delivered

Non-Eligible Returns

Return requests will not be accepted for the following reasons:

  • Change of mind

  • Ordering the wrong product, size, or variant

  • Failure to review the size guide before purchase

  • Finding the item cheaper elsewhere

  • Dissatisfaction with packaging or courier branding

  • Delays caused by the courier

Customers are responsible for carefully reviewing size, color, and variant selections before placing an order.

Hygiene Notice

To maintain product hygiene and quality standards, items must be returned in unused and unworn condition.

Items showing signs of wear, washing, odor, or alteration will not be eligible for return or refund.

Return Costs

Customers are responsible for return shipping and handling charges unless the return is due to a verified error by DarkMuse.

For detailed information regarding return handling fees, please refer to Article 8 – Return Handling Fees.

2. Refund Policy

Refunds are issued only after the returned item has been:

  • received

  • inspected

  • and approved by DarkMuse

If approved, refunds will be processed to the original payment method within 5–7 business days.

Refunds cover the product price only. The following are non-refundable:

  • Shipping fees

  • Express shipping charges

  • Customs duties and taxes

  • Return shipping costs

  • Handling fees

Condition of Returned Items

To be eligible for a refund, returned items must be:

  • Unused and unworn

  • In original condition

  • Returned with original packaging and all components

Items showing any signs of use, wear, damage, alteration, or tampering may not qualify for a refund.

3. Exchanges

We do not offer direct exchanges. Customers must return eligible items and place a new order separately.

4. Damaged, Defective, or Incorrect Items

To report a damaged, defective, or incorrect item, the customer must:

  • Notify DarkMuse within 48 hours of delivery

  • Provide clear photographic evidence and a continuous unboxing video showing:

    • The unopened package

    • The shipping label

    • The unboxing process

    • The defect or damage

This evidence is required to verify that the issue occurred during transit and not after delivery.

Claims submitted without the required evidence or outside the 48-hour reporting window may be denied.

Upon verification, DarkMuse will offer a replacement or refund where appropriate.

5. Non-Returnable Items

The following items are strictly non-returnable:

  • Used, worn, washed, altered, or damaged items

  • Items returned without prior approval

  • Items returned after the 7-day return window

  • Items missing original packaging, labels, or hygiene seals

  • Clearance or final-sale items (if applicable)

6. Delivery Responsibility & Unclaimed Shipments

Once an order has been shipped, customers are responsible for monitoring tracking information and accepting delivery.

If a shipment is held at a carrier pickup point, the customer must collect the parcel within the carrier’s stated holding period.

Orders returned due to:

  • failure to collect the parcel

  • incorrect or incomplete address provided by the customer

  • repeated failed delivery attempts

  • refusal of delivery

are not considered merchant delivery failures.

If a parcel is returned to sender due to customer inaction, DarkMuse reserves the right to:

  • deduct shipping and return costs from any refund, or

  • require payment of reshipping fees before dispatching again.

Shipping fees are non-refundable once the order has been dispatched.

7. Fraud, Abuse & Chargebacks

DarkMuse actively monitors returns, refunds, and chargeback activity.

We reserve the right to:

  • Deny returns or refunds in cases of suspected fraud or abuse

  • Restrict future purchases from accounts engaging in abusive behavior

  • Contest chargebacks with supporting evidence, including delivery confirmation, tracking logs, and customer communications

Customers are strongly encouraged to contact DarkMuse first to resolve any issue before initiating a payment dispute.

Refund Abuse Protection

Refund requests made with the intent to repurchase the same product elsewhere, exploit pricing differences, or misuse promotional offers may be declined.

DarkMuse reserves the right to refuse service in cases of suspected policy abuse.

8. Return Handling Fees

Customers are responsible for return shipping and handling charges.

A mandatory return handling fee of £19.99 GBP must be paid for eligible returns to be processed.

Refunds will only be issued after:

  • the product has been successfully returned, and

  • the applicable return fee has been paid.

If the return handling fee is not paid, DarkMuse may decline the return.

Customers must contact support before initiating any return to receive instructions.

9. Order Cancellation Policy

Orders may be canceled within 24 hours of purchase, provided the order has not entered processing or shipping.

Once an order has been processed or dispatched to the carrier, cancellation is no longer possible.

Refusing delivery or failing to collect a shipped order does not qualify as a valid cancellation.

At that stage, customers must follow the standard return process (if eligible).

10. Contact Us

All return, refund, cancellation, and damage claims must be submitted in writing to:

📧 darkmuse.corp@gmail.com
📱 Instagram: @darkmuse.shop
🌐 Or via our Contact Us page

Important Notice

This policy does not affect any statutory rights available under applicable consumer protection laws.

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