Refund policy
How do I return a product purchased on the MUSC INTIME website?
You have a 14-day withdrawal period following receipt of your order.
Returns are accepted for products delivered in good condition. Products must be returned in their original packaging, unused, and with any gifts included in the order.
The refund will cover the products and initial delivery charges directly to the credit card used for the order.
You are responsible for the shipping costs associated with returning your products.
Send your cancellation request to customer service at sav@muscintime.com, specifying the following information: order number, product to be returned, reason for return.
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Refund terms
Return shipping costs in case of an order error on the part of the customer are the responsibility of the customer.
Return costs related to unjustified customer dissatisfaction are the responsibility of the customer.
Errors on the part of the services will be subject to a refund proportional to the error or to shipment of the missing product depending on the situation.
Return costs related to the non-collection of the customer's order at the collection point remain the responsibility of the customer.
In case of breakage or damage during transport, our responsibility will be engaged and the customer will be reimbursed according to the damage observed with proven and rigorous evidence to support it.
SEKAYA's Customer Service acknowledges receipt of the Buyer's request and confirms the procedure to follow. Upon receiving instructions from the Seller's Customer Service, the Buyer returns the non-conforming or defective Products to the address provided.
The Product(s) must be returned complete, unused, in their original undamaged packaging and accompanied by their original, unopened packaging.
Furthermore, SEKAYA does not accept packages sent with postage due. All risks associated with the return of the product(s) are the responsibility of the buyer.
Upon receipt of the Product(s) presumed to be non-compliant or affected by a hidden defect, SEKAYA will inspect the Product(s) to determine their conformity. Similarly, SEKAYA may perform a quality test on the Product(s) returned by the Buyer to verify that they are indeed original. It is understood that these inspections will be carried out as quickly as possible and within a maximum period of one (1) month.
If the non-conformity of the Product(s) is confirmed or the hidden defect is proven, SEKAYA will then proceed, at the Buyer's option:
- either to the reimbursement of the non-conforming Product(s) or Product(s) affected by a hidden defect, as well as the shipping costs, according to the payment method used by the Buyer, within fourteen (14) days after receipt of the non-conforming Product(s),
- or to the exchange of the non-conforming Product(s) or Product(s) affected by a hidden defect at the Buyer's request. The shipment of the Product(s) to the Buyer is made at the Seller's expense and in accordance with the terms and conditions of these General Terms and Conditions of Sale.
Any return by Mondial Relay due to customer negligence, oversight, or unavailability will be subject to a processing fee. 3€, which will be deducted from the refund amount. (Only for orders not collected by the customer)
Any anomaly or issue identified upon receipt or delivery of the package (including late delivery, missing or damaged items) must be reported fully and precisely, with supporting photos/videos, by the Buyer to the Seller as soon as possible. Once all the necessary information is gathered, the Seller can open a ticket with their logistics platform and initiate an investigation with the carrier. The Buyer may also contact the carrier, if needed.
Any such reservation must be notified simultaneously and as soon as possible to the Seller's Customer Service: sav@muscintime.com
