Refund policy

Returns and refunds

Right of withdrawal

You have the right to withdraw from an online purchase within 14 days of receiving the order, without having to give a reason.

To exercise your right of withdrawal, send us an email at info@musecosmetics.bg, stating the order number and the products you wish to return.

We will email you the necessary return instructions.

Condition of the products

For reasons of hygiene and health protection, sealed cosmetic products that have been unsealed after delivery and cannot be returned for hygiene reasons are not eligible for return.

Where applicable, the product's protective seal, foil or other factory sealing must be intact.

We ask that products be returned unused and with their original packaging and accessories.

If a returned product does not meet the applicable return conditions, we will contact you to clarify the next steps. The cost of sending it back to you may be at your expense.

Return costs

The direct costs of sending the products back to MUSE Cosmetics are borne by the consumer, unless we have expressly stated otherwise.

For a defective, damaged or wrongly sent product, the return costs are not borne by the consumer.

Refunds

Where the right of withdrawal is exercised, we will refund the amounts due within 14 days of the date of receiving the returned goods.
We have the right to withhold the refund until we receive the returned products or until you provide us with proof that you have sent them back - whichever occurs first.

The refund includes the value of the returned products and, where applicable, the cost of the cheapest standard delivery method offered by us. If you chose a more expensive delivery method, the difference in price is not refunded.

For card payments, the amount is refunded to the card used for the purchase. For cash-on-delivery payments, the amount is refunded by bank transfer once you provide us with a bank account (IBAN).

Customs duties, import taxes or other fees paid directly by the recipient to a customs authority, courier or other third party are not refunded by MUSE Cosmetics. Whether they can be refunded depends on the rules of the respective country.

Defective or wrongly sent product

If you receive a product that is damaged, defective or different from the one ordered, please contact us at info@musecosmetics.bg, stating the order number and describing the problem.

These cases are handled separately from the standard right of withdrawal and do not affect your statutory rights in the event of a defect or lack of conformity of the product.