Refund policy

Returns, Exchanges and Refunds Policy

Last updated: 2 August 2026

Quick summary UK Website orders: 30 days. Lebanon Website orders: 3-day return right and 7-day exchange request window. Tripoli store: returns within 3 days and exchanges within 7 days. Other international Website orders: 7 days unless local mandatory law gives longer. Ordinary return costs are paid by the customer; Muzdan pays for eligible faulty or incorrect items.

1. Start a return or exchange

1. Contact cs@muzdan.co within the applicable period. Give your order number, the item(s), and whether you request a return or exchange.
2. Wait for return instructions and, where used, a return authorisation. Do not send items to a store or warehouse not listed in those instructions.
3. Package the item securely and include original receipt. Obtain proof of postage. You remain responsible for the item until it reaches us, except where we arranged collection.
4. For an exchange, the replacement is subject to availability. If unavailable, we will offer a refund or another lawful remedy.

2. UK Website orders

Our goodwill policy allows you to notify us of a change-of-mind return or exchange within 30 days after delivery. This is more generous than the statutory 14-day cancellation period for most UK distance purchases. Products returned under the additional Muzdan policy must be sent within 14 days after we provide return instructions.

For the statutory cancellation right, you must tell us within 14 days after delivery and return the goods within 14 days after telling us. You may use the model cancellation form in this pack, but you do not have to. For returns notified on days 15–30, the additional Muzdan policy applies.

If you cancel the whole order within the statutory period, we refund the product price and the cost of our least expensive standard outbound delivery option. We do not refund any premium delivery upgrade. Under the additional days 15–30 policy, we refund the product price but not original delivery charges unless the item is faulty or we state otherwise.

3. Lebanon Website orders

A Website order delivered in Lebanon is sold by Muzdan Limited and locally fulfilled by Muzdan SARL. You may withdraw from a qualifying distance purchase within 10 days after delivery under Lebanese consumer law. Our exchange service may be requested within 7 days after delivery, subject to stock. If the exchange period has passed but the statutory withdrawal period remains open, you may return the item and place a new order.

The statutory right may not apply where, for example, goods have been used during the withdrawal period, are custom-made to your requirements, or became faulty because of misuse. Mandatory rights for non-conforming goods remain unaffected.

4. Store purchases - Lebanon

For a change of mind, Muzdan SARL offers a refund when an eligible product is returned to the store within 3 calendar days after purchase, and an exchange within 7 calendar days after purchase. Proof of purchase is required. This is a goodwill policy; Lebanese legal rights for goods that do not conform to applicable or agreed standards remain unaffected.

5. Other international Website orders

Unless the destination-specific information shown at checkout or mandatory local law gives you longer, you must request a change-of-mind return or exchange within 7 calendar days after delivery and send the item back within 14 days after authorisation.

Consumers in the EU/EEA normally have a mandatory 14-day withdrawal period for qualifying distance purchases. Any other mandatory cancellation, return, legal guarantee or remedy in the destination country continues to apply and prevails over a shorter term in this Policy.

6. Return condition

For a change-of-mind return under our voluntary policy, products must be unworn, unused, unwashed and unaltered, with all original tags, hygiene seals and protective materials intact, and returned with proof of purchase. Shoes must be tried on indoors and returned with the undamaged original shoe box, which must not be used as the shipping box.

During a statutory cancellation period, you may inspect goods as you reasonably would in a shop. We may reduce a refund only where the law permits and only to reflect loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

7. Products that cannot be returned for change of mind

Subject always to mandatory law and rights relating to faulty or misdescribed goods, change-of-mind returns are not accepted for:

• made-to-measure, personalised, monogrammed or otherwise custom-made products;
• sealed earrings or other pierced jewellery once the hygiene seal is broken;
• sealed cosmetics, fragrance or personal-care products once unsealed, where return is unsuitable for health protection or hygiene reasons;
• any other sealed hygiene-sensitive product clearly identified as non-returnable before purchase once its seal is broken; or
• gift cards, except where cancellation or refund is required by law.

Sale and promotional items follow the same return rules unless a lawful exception was clearly stated before purchase. Marking an item “final sale” does not remove mandatory rights.

8. Return costs

You pay the direct cost of returning a non-faulty item, including change-of-mind returns. We recommend a tracked service. We cover reasonable return or collection costs where the product is faulty, damaged on arrival, incorrect or misdescribed. Contact us before returning such an item so we can provide a label or agreed method. We do not reimburse unreasonably expensive return methods selected without agreement.

9. Refund method and timing

Refunds are made to the original payment method unless the law permits and you expressly agree otherwise. Bank and payment-provider processing times may apply after we issue the refund.

For UK statutory cancellations, we refund within 14 days after receiving the returned goods or evidence that you sent them back, whichever occurs first. For other eligible returns, we aim to issue the refund within 10 working days after inspection, subject to any shorter mandatory deadline. We may withhold a change-of-mind refund until we receive the goods or evidence of return where the law permits.

Customs duties and import taxes paid directly to an authority or carrier are not refunded by Muzdan. You may be able to claim them from the relevant authority. Taxes or duties collected by us are refunded where required by law and technically recoverable.

10. Gifts, gift cards and bundles

A gift return requires proof of purchase. Unless the law requires otherwise, refunds go to the original payer and payment method. If an order was paid with a gift card, the corresponding amount is restored to a gift card or account credit. A complete promotional bundle or gift-with-purchase may need to be returned; otherwise the value of the retained benefit may be deducted where lawful and disclosed in the promotion terms.

11. Faulty or incorrect items

Contact cs@muzdan.co as soon as reasonably possible. Include your order number and a description. We may ask for photographs where reasonable, but this will not be used to frustrate a valid claim. Depending on applicable law and the circumstances, remedies may include repair, replacement, price reduction or refund. In the UK, the short-term right to reject qualifying faulty goods normally lasts 30 days. This Policy does not impose a shorter fault-reporting deadline.