Returns and Refunds Policy

Last updated: 22 June 2026

This policy explains how MŪSQ handles cancellations, returns, defective goods and refunds. It must be read together with our Terms of Service.

Nothing in this policy limits any right or remedy available under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") or any other applicable law.

Seven-Day Cooling-Off Period for Online Purchases

Where section 44 of ECTA applies, you may cancel an online purchase without giving a reason and without penalty by notifying us within seven calendar days after receiving the goods.

For a cooling-off return:

• Contact support@musq.co.za within the seven-day period.
• Provide your order number and contact details.
• Keep the product unused and in its original condition and packaging where reasonably possible.
• You are responsible only for the direct cost of returning the goods, where permitted by law.
• We will refund the payment received for the cancelled goods, less only the direct return cost where applicable, within 30 days of cancellation.

The statutory cooling-off right may not apply where an exception in law applies, including goods that, because of their nature, cannot reasonably be returned after being opened, used, altered or depleted.

An opened or used fragrance product is not eligible for a change-of-mind return where its condition or nature prevents it from being safely resold.

This does not affect your rights if the product is defective, unsafe, incorrectly supplied or not as described.

Defective, Unsafe or Poor-Quality Goods

Goods supplied by MŪSQ are covered by the statutory implied warranty of quality.

If a product fails to meet the quality standards required by the CPA within six months after delivery, you may return it without penalty and at our risk and expense.

At your direction, we will:

• Repair the product where repair is practical;
• Replace the product; or
• Refund the price paid.

If a repaired product fails again within three months after the repair, or the defect is not remedied, you may require a replacement or refund as provided by law.

Please contact us as soon as reasonably possible after discovering a possible defect.

Prompt notice and photographs help us investigate, but a delay in contacting us does not remove a statutory right that still exists.

Damaged, Missing, Incorrect or Incomplete Orders

Contact us promptly if a parcel arrives damaged, an item is missing, or you receive a product different from the one ordered.

Please provide:

• Your order number;
• A description of the issue; and
• Clear photographs of the parcel, packaging, shipping label and affected product where possible.

Where the order is confirmed to be damaged in transit, incomplete or incorrectly supplied, we will arrange an appropriate remedy at our expense.

Change-of-Mind Returns Outside a Statutory Right

We may, at our discretion, approve a return outside the statutory cooling-off period where the product is unopened, unused, undamaged and in its original saleable packaging.

Any discretionary return must be authorised in writing before it is sent.

Delivery, collection and reasonable handling costs may be deducted where permitted by law and disclosed to you before the return is accepted.

Products Not Returnable for Change of Mind

Unless defective or otherwise returnable by law, we do not accept change-of-mind returns for:

• Products that have been opened, used, altered, damaged or depleted after delivery.
• Fragrance products whose seal or protective packaging has been broken and whose nature prevents safe resale.
• Products damaged through misuse, neglect, incorrect installation, unauthorised alteration or failure to follow care and safety instructions.
• Gift cards or promotional items with no separate purchase price, except where required by law.

Fragrance Expectations and Normal Use

Scent preference and perception are subjective.

Fragrance intensity and longevity may vary depending on the vehicle, airflow, climate, temperature, storage, placement and individual sensitivity.

A dislike of a scent, ordinary fragrance depletion or expected variation in natural materials does not by itself establish a defect.

This does not exclude a claim where the product is unsafe, materially defective, not as described or not reasonably fit for its intended purpose.

How to Request a Return

Email support@musq.co.za with:

• Your order number;
• The name and contact information used for the order;
• The reason for the return;
• Photographs or video where relevant; and
• Your preferred remedy where the product may be defective.

Do not send a return before receiving return instructions. Unauthorised parcels may be delayed or returned to the sender.

Products should be packaged securely to prevent damage in transit.

Inspection and Refunds

We may reasonably inspect a returned product to confirm its condition and the basis of the return. Inspection does not limit your statutory rights.

Approved refunds will normally be issued to the original payment method.

Bank and payment-provider processing times may affect when the funds reflect.

Where ECTA's cooling-off provisions apply, the refund will be made within the legally required period.

Other valid refunds will be processed within a reasonable time after approval.

Contact

Email: support@musq.co.za
Phone / WhatsApp: 061 524 9593
Address: Cycad Estate, Bendor, Polokwane, Limpopo, 0699, South Africa