Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at hello@museola.com.

Returns must be sent to:
RM 605, 6/F, FA YUEN COMM BUILDING
75-77 FA YUEN STREET, MONG KOK
HONG KONG

Once your return request is approved, we will email you a return shipping label and detailed instructions. You will need to print the label and attach it to your package. Items sent back without first requesting a return will not be accepted.

Non-defective returns: Customers are responsible for return shipping costs. We may deduct the return shipping cost from your refund for non-defective returns.

Defective or damaged items: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will cover all return shipping costs for valid defective/damaged claims.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including:

• Perishable goods (food, flowers, plants)
• Custom products (special orders or personalized items)
• Personal care goods (beauty products)
• Hazardous materials, flammable liquids, or gases
• Sale items
• Gift cards

If you have questions about your specific item, please contact us.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not process direct exchanges.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be in the same condition (unworn/unused, with tags, original packaging) and you'll need proof of purchase.

Refunds

We will notify you once we've received and inspected your return. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 10 business days have passed since we approved your refund, please contact us at hello@museola.com.

Restocking Fee

No restocking fee is charged on any returns.

Contact

MuseOla is operated by MUSEOLA LIMITED (CI: 81211309).
Registered Address: RM 605, 6/F, FA YUEN COMM BUILDING, 75-77 FA YUEN STREET, MONG KOK, HONG KONG
Email: hello@museola.com