MUSE

Refund & Exchange Policy

May 27, 2026 · 3 min read

Last updated: 2026-05-27 Effective: 2026-05-27

1. Summary

All sales are final. We do not provide cash refunds on completed orders. We offer exchanges for defective items only, within 7 days of delivery, subject to the conditions below.

This policy applies to all orders fulfilled by MUSE Information Services L.L.C-FZ, registered in Meydan Free Zone, Dubai, UAE.

2. Why No Refunds

MUSE operates as a B2B distributor of designer toys and a custom-gifting partner. Most of our orders involve:

  • Custom-branded merchandise sourced or printed specifically for your brand
  • MOQ-driven manufacturer commits that cannot be reversed once production starts
  • Limited-edition or seasonal blind-box series with tight supply windows

These categories are non-returnable under standard B2B practice in the UAE and globally.

3. What We Cover (Exchange-Only)

We will exchange or replace items, at our cost, if:

  • The item is manufacturing-defective (broken on arrival, missing parts, paint defect that wasn’t disclosed on the photo)
  • The item is damaged during shipping (we file the carrier claim with you)
  • We shipped the wrong SKU (our error)

To request an exchange:

  1. Email leon@evplus.ae within 7 days of delivery with:
    • Your order or invoice number
    • Clear photos of the defect (multiple angles)
    • Photo of the original packaging (kept intact)
    • Description of the issue
  2. We acknowledge within 2 business days.
  3. If approved, we either ship a replacement or schedule a return pickup, at our cost.
  4. Replacement ships within 5–10 business days subject to stock.

4. What We Do NOT Cover

We do not offer exchange or refund for:

  • Change of mind after order acceptance
  • Custom-printed/branded merchandise that matches your approved proof
  • Buyer’s incorrect specification (we ship per the signed proof you approved)
  • Damage caused by buyer or end-customer use
  • Items in non-original packaging or items that show signs of use
  • Standard production variance (slight colour/finish differences across batches — these are inherent to designer-toy manufacturing)
  • Failure to inspect within 7 days of delivery

5. Shipping Damage

If goods arrive damaged due to shipping:

  1. Refuse the shipment at delivery, OR
  2. Accept with photographic evidence and email us within 48 hours

We file the carrier-insurance claim on your behalf. Damaged-in-transit items are typically replaced at no cost to you, but timing depends on carrier-claim resolution.

6. Cancellation Before Production

For custom or made-to-order items:

  • Before production starts: full deposit refund (less any artwork/proof fees incurred)
  • After production starts: deposit is non-refundable; remaining balance billed pro-rata for work-in-progress
  • After shipment: no cancellation possible; refer to Section 3 (exchange-only)

7. Quality Disputes

In the rare case of a quality dispute that doesn’t fit the categories above:

  • We will work with you and the manufacturer to investigate (typically 14 days)
  • For valid quality complaints not covered above, we may issue credit notes for future orders at our sole discretion
  • We do not issue cash refunds outside the cancellation scenarios in Section 6

8. Contact

To request an exchange, file a complaint, or ask questions:

  • Email: leon@evplus.ae
  • WhatsApp: +971 55 567 1672
  • Reference your invoice/order number in all correspondence

We respond within 2 business days.

9. Changes

We may update this policy by posting changes here. New policy applies to orders placed after the “Last updated” date. Existing orders are governed by the policy in effect when the order was confirmed.

See also: Privacy Policy · Terms of Service