Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@muusacosmetics.com. Please note that returns will need to be sent to the following address: 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@muusacosmetics.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Right of Withdrawal

After receiving the order, the buyer has the right to withdraw from the contract concluded in the online store within 14 days. (In accordance with the Estonian Law of Obligations Act § 53 subsection 4)

At Muusa Cosmetics, we want you to love your purchase — but we understand that sometimes a product may not be right for you. However, please note that not all our products are eligible for return due to hygiene and health protection requirements as well as the Law of Obligations Act.

No right of return for the following products:

• Opened or used cosmetics and beauty products, including:

  • Lash growth serum

  • Lash shampoo

  • Lash glue (bond & seal)

  • Lash remover

  • Opened lash boxes

  • Beauty tools that have come into contact with the skin (e.g., tweezers, applicators)

• Products whose packaging has been opened or damaged for hygiene or health protection reasons.

• Custom or personalized products made according to the customer's specifications.

Return rights apply to:

• Unopened and unused products in their original packaging within 14 days of receiving the goods.

The product to be returned must be in original packaging, unused, and undamaged.

The right of withdrawal does not apply if the buyer is a legal entity.

To use the 14-day return right, the product must not be used in any other way than necessary to determine its nature, features, and functioning as allowed in a physical store.

If the item has been used beyond what is necessary to determine its nature, features, and functioning, or shows signs of wear, the Online Store has the right to reduce the refund based on the decreased value of the product.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@muusacosmetics.com.