Refund policy

Returns & Refunds Policy

Last Updated: June 2026

At MŪSQ, we take pride in the quality of our products and want you to enjoy your purchase. This Returns & Refunds Policy is designed to comply with the Consumer Protection Act (CPA) of South Africa.

Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us within 7 days of receiving your order.

To assist us in resolving the issue quickly, please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

Where a product is confirmed to be defective, damaged, or incorrectly supplied, MŪSQ will, at its discretion and in accordance with the CPA:

  • Repair the product;

  • Replace the product; or

  • Provide a full refund.

Any reasonable return shipping costs for defective or incorrectly supplied products will be covered by MŪSQ.

Change of Mind Returns

If you change your mind about your purchase, you may request a return within 7 days of receiving your order, provided that:

  • The product is unused;

  • The product is in its original packaging;

  • The product is in a resalable condition.

Approved change-of-mind returns may be refunded less any delivery and collection costs incurred.

For hygiene and product integrity reasons, we reserve the right to refuse returns of products that have been opened, used, damaged after delivery, or altered in any way.

Fragrance Expectations

Fragrance preferences are subjective and may vary from person to person. Variations in individual scent perception do not constitute a defect.

We encourage customers to carefully review product descriptions before purchasing.

Refund Process

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method used for the purchase within 5–10 business days, depending on your payment provider.

Non-Returnable Items

The following items are generally not eligible for return unless defective:

  • Used products

  • Products returned without original packaging

  • Products damaged through misuse, negligence, or improper handling

Contact Us

For any returns or refund enquiries, please contact us at:

Email: support@musq.co.za

Please include your order number in all correspondence to help us assist you promptly.