Return & Refund Policy
Returns & Exchanges
If you are not satisfied with the product, you can request a return or exchange within 30 days of receiving it. The return request will be processed within 3 business days after approval. If the return or exchange is due to product quality issues, we will bear all associated costs.
However, if the return or exchange is due to personal reasons (non-quality related), we will deduct a 20% restocking fee and an additional 5% destruction fee (as we do not resell returned items). Requests made after 30 days will not be accepted. Please be sure to contact us via email before initiating a return.
For returns, the refund will be processed within 7 business days after the returned product is received and confirmed. For exchanges, once we receive the returned product, we will ship out the replacement. For further details, please contact us.
As return addresses vary based on your order’s fulfillment origin, kindly reach out to our support team for the correct return instructions.
Order Cancellation
We offer free cancellation for orders before they are shipped. If the order has already been shipped, we will make every effort to intercept it. If the interception is successful, there will be no charge; if unsuccessful, you will need to contact us after receiving the product and return it at your own expense. The returned product must be in its original condition and packaging. If the product is not returned in its original condition or packaging, 15%-50% of the product price will be deducted as compensation, depending on the damage. The refund will be processed within 7 business days after the returned product is received and confirmed.
FAQ:
Our Contact Information: You can reach us at support@musso.co When contacting us for returns, please provide your order number. If the return or exchange is due to a product issue, please also provide pictures or videos showing the issue.
When is the product considered received? The product is considered received once the tracking information shows it was delivered to the shipping address you provided.
What is considered "your reason" for return or exchange? Reasons such as buyer’s remorse, incorrect orders, incorrect shipping addresses, or user-inflicted damage (non-product quality issues) will be considered "your reason" for return or exchange.
What does "product price" refer to? The product price refers to the actual amount you paid for the item you are returning.
Refund processing time: MUSSO will process your refund within 7 business days after confirming receipt of the returned product. For exact refund times, please consult your payment provider.
Civil Code (BGB)
§ 312g Right of Withdrawal
(1) The consumer is entitled to a right of withdrawal in contracts concluded outside business premises and in distance contracts in accordance with § 355.
(2) Unless the parties have agreed otherwise, the right of withdrawal does not apply to the following contracts:
- Contracts for the supply of goods that are not prefabricated and for which an individual selection or specification by the consumer is decisive or which are clearly tailored to the personal needs of the consumer,
- Contracts for the supply of goods that can spoil quickly or whose expiration date would quickly be exceeded,
- Contracts for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery,
- Contracts for the supply of goods that, after delivery, have been inseparably mixed with other goods due to their nature,
- Contracts for the supply of alcoholic beverages, the price of which was agreed upon when the contract was concluded, but which cannot be delivered earlier than 30 days after the conclusion of the contract and whose current value depends on fluctuations in the market over which the entrepreneur has no control,
- Contracts for the supply of audio or video recordings or computer software in a sealed package if the seal has been removed after delivery,
- Contracts for the supply of newspapers, magazines, or illustrated publications, with the exception of subscription contracts,
- Contracts for the supply of goods or the provision of services, including financial services, the price of which depends on fluctuations in the financial market over which the entrepreneur has no control and which may occur within the withdrawal period, particularly services related to shares, units in open-ended investment funds within the meaning of § 1 paragraph 4 of the Capital Investment Code, and other tradable securities, currencies, derivatives, or money market instruments,
- Contracts for the provision of services in the areas of accommodation for purposes other than residential purposes, transportation of goods, car rental, supply of food and beverages, and for the provision of other services related to leisure activities, if the contract provides for a specific date or period for the provision,
- Contracts concluded within a marketing method in which the entrepreneur offers goods or services to consumers who are physically present or given this opportunity, in a transparent procedure based on competing bids conducted by the auctioneer, in which the bidder who has won the bid is obliged to purchase the goods or services (public auction),
- Contracts in which the consumer has explicitly requested the entrepreneur to visit them in order to carry out urgent repair or maintenance work; this does not apply to additional services provided during the visit that the consumer did not explicitly request, or to goods delivered during the visit that are not necessarily required as replacement parts during maintenance or repair,
- Contracts for the provision of betting and lottery services, unless the consumer has made their contract declaration by telephone or the contract was concluded outside business premises, and
- Notarized contracts; this only applies to distance contracts for financial services if the notary confirms that the consumer's rights under § 312d paragraph 2 are safeguarded.
(3) The right of withdrawal also does not apply to contracts in which the consumer already has a right of withdrawal under §§ 495, 506 to 513 in accordance with § 355, and not to contracts concluded outside business premises where the consumer already has a right of withdrawal under § 305 paragraphs 1 to 6 of the Capital Investment Code.
Right of Withdrawal
You have the right to cancel this contract within sixty days without giving any reason. The cancellation period will expire sixty days from the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the last good.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or email). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancellation before the cancellation period has expired.
Musso typically ships orders within 1-2 business days. If you need to cancel your order, please contact Musso as soon as possible to cancel the order and receive an immediate refund. So please contact customer service or email us at support@musso.co within one hour of placing the order.
No cancellation fees will be charged for standard items canceled before shipment. If the goods received are damaged or incorrect due to our fault, the consumer will not have to bear the shipping costs.
If one hour or more has passed, the order will be processed for shipping and on-time delivery. At that point, it cannot be canceled, and you will need to contact customer service or email us at support@musso.co. Shipping costs for returned merchandise will be deducted from your refund. If you refuse delivery of an order, Musso will deduct the cost of shipping from your refund.
Effects of Withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us (You don’t need to return it yourself; we will arrange a courier to pick it up from your location.), without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will have to bear the direct cost of returning the goods. The cost is estimated at a maximum of EUR 30 for goods that cannot normally be returned by post due to their nature. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Sample Cancellation Form
(If you wish to cancel the contract, please complete and return this form.)
– To Freiherr-vom-Stein-Straße 131 45473 Mülheim an der Ruhr, Germany support@musso.co
– I/We () hereby give notice that I/We () cancel my/our () contract of sale of the following goods ()/for the provision of the following service (*),
– Ordered on ()/received on (),
– Name of consumer(s),
– Address of consumer(s),
– Signature of consumer(s) (only if this form is notified on paper),
– Date
(*) Delete as appropriate.
Cancellation policy drafted by Trusted Shops legal authors.
