CUSTOMER CARE
Refund and Returns Policy
Muir wants you to be thrilled with your purchase — here's our Refund and Returns Policy in full. However, if you need to return an item, we're here to help you.
14 Days
Return eligibility window
5–7 Days
Refund processing time
Eligibility
- Returns are accepted within 14 days from the date of delivery.
- The item must be unused, unworn, and in its original condition, with all tags and packaging intact.
- Personalized or customized items cannot be returned unless they are defective or damaged.
Return Process
This part of our Refund and Returns Policy is simple: three steps, start to finish.
1
Contact our customer support team within the 14-day window, via email.
2
Provide your order details and reason for return — we'll guide you through the process.
3
Once approved, organise return shipping yourself, or arrange a pickup where available.
Refunds
Once your return is received, here's how this Refund and Returns Policy handles the money side.
- Refunds are issued in the original form of payment used for the purchase.
- Shipping fees and any applicable taxes or duties paid at the time of purchase are non-refundable.
- The refund will be processed within 5-7 business days of receiving the returned item.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please follow the abovementioned return process and place a new order for the desired item.
Non-Returnable Items
A few categories fall outside this Refund and Returns Policy entirely.
- Undergarments, swimwear, and intimate apparel
- Clearance or sale items (unless they are defective)
Damaged or Defective Items
If you receive a damaged or defective item, please get in touch with our customer support team immediately. Provide detailed information and, if possible, attach photos of the damaged or defective item. We will assist you in arranging a return or exchange and resolve the issue as quickly as possible.
In the Event of a Warranty Issue
This Refund and Returns Policy also covers what happens if your issue is a warranty matter, not a standard return.
The customer must contact Muir immediately upon discovery to ensure proper processing of the claim. Once notified, Muir will issue a warranty claim reference number, which must be quoted in all future correspondence. Failure to report the issue and contact Muir promptly may result in the warranty being voided.
COMMON QUESTIONS
Refund and Returns Policy FAQs
How long do I have to return an item?
Returns are accepted within 14 days from the date of delivery. The item must be unused, unworn, and in its original condition with all tags and packaging intact.
Do you offer direct exchanges?
No, we do not offer direct exchanges. Follow the standard return process and place a new order for the item you’d like instead.
How long do refunds take to process?
Refunds are issued to your original payment method within 5-7 business days of us receiving the returned item. Shipping fees and any taxes or duties paid at purchase are non-refundable.
What should I do if my item arrives damaged or defective?
Contact our customer support team immediately with details and, if possible, photos of the issue. We’ll assist with a return, exchange, or warranty claim as quickly as possible.
Need help?
Please note that we reserve the right to refuse a return if the item does not meet the above eligibility criteria.
If you have any questions or need further clarification, please don’t hesitate to contact our customer support team. We appreciate your business and are here to assist you.
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