Thank you for shopping with us! We want you to have the best possible experience with our products and services. We understand that sometimes things don’t go as planned, and that’s why we have a clear and fair Refund and Returns Policy in place. Please take a few minutes to read through the details below to understand your rights and obligations.
1. Eligibility for Returns
Our goal is to make sure you are completely satisfied with your purchase. If, for any reason, you are not happy with the product you received, you may request a return within 14 calendar days of the delivery date.
To qualify for a return:
- The item must be in unused, like-new condition, free from any signs of damage, dirt, or wear.
- All original packaging, manuals, accessories, and labels must be included and intact.
- The product must not have been altered in any way.
- Proof of purchase (your order confirmation, invoice, or receipt) is required for all returns.
Please note that film packs or other consumable items cannot be returned if they have been opened, even partially, as this compromises product quality and safety.
2. Items That Cannot Be Returned
While we aim to accommodate most requests, some items are not eligible for return under any circumstances:
- Opened or used film packs.
- Products that show clear signs of misuse, neglect, or accidental damage caused by the customer.
- Items purchased under “Final Sale” or “Clearance” promotions.
- Customized or personalized products that were made to order.
If you are unsure whether your item qualifies for a return, please reach out to our support team before sending anything back.
3. Refund Process
Once we receive your return and inspect the item, we will notify you of the approval or rejection of your refund. If your refund is approved:
- A credit will be issued to your original payment method within 5–10 business days, depending on your bank or payment provider.
- Refunds are processed for the product amount only. Original shipping fees are non-refundable, except in cases where the return is due to an error on our part (such as sending the wrong item or a defective product).
- If the item is not in its original condition, missing parts, or damaged due to customer handling, only a partial refund or store credit may be granted.
4. Exchanges
We replace items only if they are defective or damaged upon arrival. If you received a defective or incorrect product, please contact us within 7 days of delivery to arrange a replacement. To expedite the process, include photos of the item and packaging in your message.
5. International Orders
We proudly ship our products worldwide. However, there are important considerations for international customers:
- Customers are responsible for all return shipping costs, as well as any applicable customs duties, taxes, and fees related to the return.
- If a package is refused or returned to us because customs fees or duties were not paid, your refund will be processed minus the original shipping costs and any additional fees incurred.
- Please note that delays caused by customs clearance or international carriers are beyond our control, and we cannot guarantee delivery timelines for international shipments.
6. How to Initiate a Return
To start the return process, please contact us at info@opti-muse.biz with the following details:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos of the product (if damaged or defective)
We will provide you with detailed instructions and the correct return address. Please do not send items back without prior authorization, as they may not be accepted.
7. Need Help?
If you have any questions about this Refund and Returns Policy, or if you need assistance with your order, please reach out to our support team at info@opti-muse.biz. We are here to help and will respond within 24–48 business hours.
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