Refund policy

Muunne online store return and exchange policy

The customer must contact the seller within 14 days of receiving their order to arrange its return or exchange.

Return and exchange conditions for standard (non-custom) items

The customer has the right to examine the item for 14 days after receiving it. The customer has the right to return or exchange an item due to it being the wrong size or due to a fault caused by the maker. The item must be unused and in original condition. The customer has the right to try on the item to determine the need for return or exchange.

Exchange conditions:

  • the original item may be exchanged for an item of same or lesser value
  • the customer pays for the delivery costs of both the original and the replacement item
    • if the cause of the exchange is due to a fault caused by the maker, the maker will pay for all additional delivery costs
  • the replacement item will only go into production after the original item has been returned and its condition has bee assessed
  • If the item is returned in a used condition, the maker may assign it a decreased exchange value. If the original item would have been exchanged for an item of the same original value, the customer will pay for the difference between the original item's depreciated value and the replacement item value. For example: An item returned with deodorant marks depreciates by 10%. The original value of the item was 50 euros, which decreases to 45 euros. If the original item is exchanged for an item priced 50 euros, the customer will pay the 5 euro difference and delivery costs for the replacement item.

Return conditions:

  • the customer pays for the delivery costs of the return
    • if the cause of the return is due to a fault caused by the maker, the maker will pay for all additional delivery costs
  • the customer will be refunded the item price after the item has been returned and its condition has been assessed. Delivery costs will not be refunded
  • If the item is returned in a used condition, the maker may assign it a decreased value. The customer will be refunded the decreased value of the item. For example: An item returned with deodorant marks depreciates by 10%. The original value of the item was 50 euros, which decreases to 45 euros. The customer will be refunded 45 euros.

Return and exchange conditions for custom items

The following conditions only apply in cases in which the cause of the return or exchange is not due to the maker's oversight or mistake (e.g. item colour or model is not what the customer ordered or the item is faulty). If the return or exchange is due to the maker's oversight or mistake, the customer will be reimbursed (with a replacement item or monetarily) and additional delivery costs will be paid by the seller. The following conditions are base on the maker's assessment of each type of item's resale or reuse value.

  • Custom size items can be returned or exchanged in exceptional cases only.
  • Items with altered neckline or arm holes can be returned or exchanged in exceptional cases only.
  • Items with a hem band can typically be returned or exchanged.
  • Items with other customizations can be returned or exchanged as determined by the maker on a case by case basis.
  • If the item has more than one of the above mentioned customizations, the strictest return and exchange conditions are applied.