Purchasing, Postage Fees and Terms & Conditions

Please spend a minute and read carefully! Your purchase is deemed acceptance of the following information and terms & conditions-

Musq mineral makeup is most easily purchased from this site. Not all stockists carry all variants, but we prefer to redirect you when there is a stockist nearby. You are welcome to phone or email us at info@musq.com.au for stockist information. Samples are available for purchase via the online store.

$10 P. & H. charge (Express Post or Registered Post - you choose) and FREE for Australian orders over $130. Orders over $150 are automatically sent by Registered Post for your security.

Payment Options: 1.  PayPal. You can even pay securely by PayPal without even having a PayPal account, just by using your credit card. Too easy! 2. Make a direct deposit into Musq's bank account. Bank of Queensland BSB 123622 ACCOUNT 20429214 ACCOUNT NAME Musq Pty Ltd   (Please make sure you include your name so we can see who has made the payment. For bank of QLD branches visit www.boq.com.au )  3.  Australian customers can pay by phoning the Musq store (03) 9836 6663 between 10am and 4.30 pm with your Visa or Mastercard details.

* RE PAYPAL - Customers must make sure the address you wish us to deliver to matches the address you have registered on PayPal BEFORE making payment, otherwise we will refund the amount and request you update your PayPal address. We do not post orders where the addresses do not match.                                                           

DISPATCH: We aim to process your order and have it posted as soon as possible. It is usually posted within 24 hours, but may take up to a week (rather than posting an incomplete order). If it will take longer than a week we will contact you so you are not left wondering if your order has been forgotten!

DELIVERY: If you work part / full time please consider having the order sent to you at your work address. While it may seem unlikely, letters and parcels do get stolen, and Musq accepts no responsibility for this. For security, you can opt for registered post, see below.

Musq uses Australia Post’s Express Post for its speed and reliability. Please accurately enter your full postal details and phone number. Even when out of the Express Post network your delivery will be faster than regular post.

We can only offer guaranteed delivery if you choose the option for delivery by registered post at the checkout.  (Depending on your location this may take approx 3 -10  days delivery) Registered post requires a signature. Musq cannot and does not accept responsibility for any package otherwise, as we cannot guarantee the postie puts your package into the right letterbox or that your package isn’t stolen from your letterbox. We have not had any reported problems, but if in doubt we suggest registered post. If you are not prepared to take the risk, opt for registered post!

Australia Post uses sub-contractors to deliver parcels and we cannot direct them where to leave an Express Post parcel if you are out. If in doubt please opt for registered post.

TERMS AND CONDITIONS OF PURCHASE
The use of this site is governed by the Terms and Conditions Agreement of Sale as set forth below. Your use of this site or purchase from Musq Pty Ltd confirms your acceptance of these terms and conditions.
Musq Pty Ltd reserves the right to make changes to this web site and these terms and conditions at any time without any prior notice.
Musq is the service provider; it is also referred to as "us" and "we".
Customer is the person or organization who purchases or seeks services from Musq; it is also referred to as "you".

RETURN AND EXCHANGE, REPAIR, CREDIT OR REFUND

GENERAL:

    * Proof of purchase is essential; keep your receipt. No claim will be considered without a receipt. For all online and phone orders, please keep your paperwork.
    * Unfortunately for hygiene reasons we cannot accept exchange or returns on non-faulty items as it is impossible to tell if any of the product has been used, especially with our jars and  bottles being reusable and could have been subject to possible product tampering. Please choose carefully!
    * For any product return to be considered for exchange, repair, credit or refund, the customer must first phone Musq* (03) 9836 6663 to clarify eligibility and process, receive instructions on how the items are to be returned and be given a reference code. This also permits clear communication. Do not send products back without phoning Musq first; return in itself does not guarantee entitlement, and we do not accept responsibility should the items become lost or damaged in transit. (* office hours EST Tue to Fri 10.00am – 4.30pm, Sat (10.00am – 3.30pm) Musq will cover return the postage costs in the case of faults, but if no fault is found the cost is the customer's to pay.
    * Alternatively, items can be brought to the Musq store with the receipt if they are faulty.
    * Return for refund policy is not applicable for wrong colour choice for purchases made instore as the full range of testers is available, and our staff are able to advise and assist you without any pressure to impulse buy. We prefer customers to consider their choice over the day and evening in all lights to be certain of their selection. Nor do we refund for a change of mind.
    * Items cannot be returned that have been purchased from other retailers or makeup artists selling Musq.
    * A refund is not available if the customer bought them for someone else who doesn't want them.
    * Although the minerals are triple milled (not nano-sized) occasionally they may barely discernable when touched by the fingers. This is not a fault, nor does it impair the look or feel of the makeup; it is indicative of a natural product and that there are no nano-paticles. We do not recommend using the fingers for application - brushes and sponges provide a quicker, superior finish and keep fingers clean.
    * We do not refund for the subtle and unavoidable variations in colour that sometimes may occur between the batches with natural products, nor do we refund / exchange because a customer may not care for a product's colour, texture or perceived performance on the individual.
    * Musq's organic and mineral ingredients are extremely unlikely to cause an adverse reaction. Without any known irritants, Musq's own cosmetics have virtually no risk. If you do experience an allergic reaction cease use. Musq Pty Ltd is not responsible for any individual reaction to any particular ingredient; please read the ingredient list on this web site before purchase or use. Ingredient lists are provided for the non-Musq skincare brands also sold on this website. Please read carefully especially if you have sensitive skin or allergies, as we're unable to provide samples of these products. Do not buy if you are unprepared to take the risk of an adverse or disappointing reaction; while we refund / exchange on faulty products we do not refund / exchange because you don't like a product or when we obviously cannot verify evidence of an adverse reaction with an online customer due to their inability to present in person and at the time to substantiate a claim.  


IN ADDITION, WITH INTERNET PURCHASES and PHONE ORDERING

    * After speaking with Musq regarding the return protocols, the product must be returned in its original and unused state within 7 days of you receiving the goods for an exchange or refund to be considered on a faulty item.
    * A products'  restocking fee of up to 15% of the purchase price, PLUS PayPal or credit card charges may be deducted from the refund. Shipping and handling cost are not refundable.
    * Faulty goods will be replaced by Musq with reimbursement for the customer's cost of returning the faulty item.
    * This return for refund policy is not applicable for a change of mind, lack of expertise in using the product, subjective personal taste, wrong colour choice or texture preferences as foundation samples in all colours are available for purchase via the online store. We have always provided all weights / measurements of products so there is complete clarity about what to expect and thus no risk of disappointment.
    * While we have tried to display the colours as accurately as possible, all computers display colours slightly differently, and slightly differently from the actual item. If you're not prepared to take the risk of being disappointed by this variation, do not order. Similarly, all lip products will vary on individuals' lips because of the differences in people's natural lip colour and condition which influences the final colour and texture result, and we do not refund because you do not like how a product looks on you.
    * Any incorrect, missing or damaged items received must be reported to Musq within 24 hours of you receiving the delivery. This can only be done by email or phone.  If item(s) received is not what was ordered do not open the product seal or use the product. Any attempt to remove the seal or use of the item will be deemed to be acceptance by the customer of the item(s) as a satisfactory substitute for the one that was ordered, and no further claim can be raised thereafter.
    * There will be no credit given on an order price difference, due to a price reduction on specials. Please select carefully when placing your order.


 CANCELING ORDERS
Cancellations attempted after payment and / or dispatch will result in the customer having to pay the shipping and handling charges on the package and the cost of shipping the package back.  Cancellations may be communicated by email or phone.


EXCHANGE OF MAKEUP BAGS
Musq is happy to exchange cosmetic bags for other products of equivalent values or for a credit voucher providing the following conditions are met:
    * Prior to returning goods you must phone Musq as per instructions in the “General” section above.
    * The item was bought from www.musq.com.au online shop or retail shop.
    * The products are returned within 7 days of receipt.
    * The products have not been used or damaged in any way.
    * It is the customer's responsibility to pay for all costs incurred for postage.
    * Damaged or faulty packaging must be reported within 7 days following receipt of goods for a claim to be made.


RETURNING ITEMS BY POST
No item is to be posted back to Musq prior to phoning us first. (see above) We take great care to ensure all items posted by us are well protected, and expect any returned items’ packaging to be commensurate. Musq accepts no responsibility for items lost or damaged in transit that are posted prior to phoning us first.
You will also be given instructions regarding what else you will need to include and a reference code. This permits a swift process, clear communication and lessened risk of loss or damage to the returned item.  


PRODUCT APPLICATION / WARNINGS: We provide extensive application tips and full ingredient disclosure on this website, devoting a whole page to ingredients. (This information is also provided to all our re-sellers ) It is the customers' responsibility to read this information, especially when known allergies exist.  

PRODUCT CARE:  Common sense perhaps, but a little care avoids most problems. After 7 days we cannot reasonably ascertain if 'faulty' products are faulty or have been spoiled by the customer's unintentional misuse. We suggest you keep your Liquid and Creme Foundations, Lipsticks, Lipgloss and Eyeliners out of direct sunlight and store in a cool place - temperatures 24 degrees and above will spoil the longevity and appearance of these products. Regardless of the brand or their ingredients, heat will adversly effect them! In extreme heat, store in the fridge to prevent breakage, melting, separation or oozing! If separation does occur with glosses shake well. The very feature that makes lipsticks soft and pliable (regardless of brand) means they are vulnerable to breakage particularly when wound up higher than necessary for application - only the tip should be extended - and especially when in warm / hot environments. If not prepared to take the risk a lipstick may break then please do not buy as no guarrantee can be made that a lipstick is breakproof. As our mascaras contain no plastic they are NOT waterproof; adhesion time may vary on the individual especially of lashes contain traces of moisturiser or when is skin is very oily. Refer "Tips" page for help. Do not dip wet or moist applicators directly into powder jars. Do not put fingers into the creme compacts; a sponge is provided and it should be washed reguarlly. All products are checked and dispatched in mint condition and we do not accept back any products consequently effected by temperatures that we cannot control.

PRIVACY AND SECURITY: We do not give or sell your information out to others. Any credit card details provided over the phone for payment are destroyed immediately after the transaction is completed. and the customer receipt is posted with the order.

COPYRIGHTS: All trademarks, copyrights and intellectual property of this website (the wording, design, images, concepts and layout) are the property of and reserved to Musq Pty Ltd, and any copying or unauthorised use is an infringement and will prompt legal prosecution.

AND FINALLY, if there is a problem with your order or products please speak to us promptly so we can quickly resolve the concern. Email doesn't usually give the clarity required and may got lost in cyberspace - we can't reply to what we haven't received!


Phone: (03) 9836 6663
Tue - Fri 10.00am – 5.00pm
Sat 10.00am – 4.00pm
122 Maling Rd. Canterbury, 3126