MUTESCENE NOTE
We hope every MUTESCENE piece feels right when it arrives. If you change your mind, eligible online purchases may be returned by requesting a return within 14 calendar days of delivery.
Please do not send a return to the address printed on a parcel or to our Wyoming registered address unless our customer service team specifically instructs you to do so. Unauthorized returns may be delayed or may not be identifiable.
Returned pieces must be unworn, unused, unaltered, and in their original saleable condition. All tags, protective materials, jewelry bags, boxes, accessories, certificates, and other original packaging supplied with the item must be included.
We may decline a return or make a reasonable deduction from the refund where permitted by law if an item shows signs of wear, scratching, damage, alteration, fragrance, cosmetics, missing components, or handling beyond what is reasonably necessary to inspect it.
For hygiene reasons, pierced earrings and other items that come into direct contact with pierced skin may not be returned after a hygiene seal or protective package has been opened or removed, where this restriction is clearly stated on the product page or packaging.
This restriction does not apply where the item is damaged, defective, incorrect, or where applicable law gives you a right to return it.
These exclusions do not limit your rights if an item is damaged, defective, incorrect, or otherwise non-conforming.
For a change-of-mind return, you are responsible for return shipping and any associated customs charges. Use a tracked and adequately insured service. The return remains your responsibility until it is delivered to the return destination provided by us.
If we confirm that an item is damaged, defective, or incorrect, MUTESCENE will provide an appropriate remedy and cover reasonable return shipping where a return is required.
Once a return is delivered, allow 3–7 business days for inspection. If approved, the refund will be issued to the original payment method and we will email you a confirmation.
Your bank or payment provider may take additional time to post the funds. Original delivery charges, return shipping, customs duties, taxes, and carrier fees are not refundable unless the return results from our error or applicable law requires otherwise.
If a promotion, bundle discount, or complimentary gift depended on the items kept, the refund may be recalculated and any required gift must be returned.
We do not currently process direct exchanges. To obtain another style, size, or color, return the eligible item for a refund and place a new order. A replacement item is not reserved while a return is in transit.
Contact us promptly after delivery with your order number and clear photographs of the item, its packaging, and the shipping label. Please retain all packaging while we review the claim.
After assessment, we may offer repair, replacement, refund, or another remedy required by applicable law. Damage caused by normal wear, misuse, accidental damage, improper storage, or failure to follow care instructions is not considered a manufacturing defect.
Contact us as soon as possible if you wish to cancel or change an order. We will try to help, but cancellation cannot be guaranteed once processing has begun. If the order has already shipped, it must follow the standard return process.
This policy applies to purchases made on mutescene.com and does not exclude or restrict any mandatory consumer right available in your country or region. Where local law gives you more favorable rights, those rights apply.
Shipping times, delivery issues, duties, and undeliverable parcels are covered separately in our Shipping Policy.
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