Returns & Refunds
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Due to hygiene reasons we cannot accept exchange or returns on non-faulty items so please choose carefully! Return for refund policy is not applicable for wrong colour or product choice for purchases made in-store or online. 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. Please deal with whom you purchased your product with directly. A refund is not available if the customer bought them for someone else who doesn’t want them.
We do not refund for the subtle and unavoidable variations in colour, texture or scent 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. These are not faults.
MUSQs 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.
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 it has caused a reaction. 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 such a claim. MUSQ accepts no responsibility for any reactions caused by the brands MUSQ sells, and does not accept back products for this reason.
For any product return to be considered for exchange, repair, credit or refund, the customer must first phone MUSQ* +61 8 8333 1070 or email firstname.lastname@example.org 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 or emailing MUSQ* first; return in itself does not guarantee entitlement, and we do not accept responsibility should the items become lost or damaged in transit. It is the customers responsibility for the product up until MUSQ receives shipment.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You must still have original receipt.
*office hours ACST Monday to Friday 10.00am – 5.00pm
ADDITIONAL NON-RETURNABLE ITEMS
Gift cards – there are no returns on gift cards at all and expiry date cannot be extended.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund within 5 working days.
MUSQ will cover the return postage costs in the case of faults, but if no fault is found the cost of return is the customer’s to pay. Shipping cost will not be reimbursed until after product has been inspected.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded under any circumstances.
EXCHANGES (if applicable)
We only replace items if they are defective or damaged. To be eligible for exchange products must still be 90% full of product. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org or phone* +61 8 8333 1070 for further instructions. *office hours ACST Monday to Friday 10.00am – 5.00pm
We do not send gifts without receipt or to a different mailing address. It is you, the purchasers responsibility to receive product and gift to somebody else.
To return your product, you should mail your product to: PO Box 998, Kensington Gardens, South Australia, Australia, 5068. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.