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Refund policy

We hope you're satisfied with your purchase. If not, you can easily submit a return through our official Return Portal. All return conditions and requirements must be met to ensure a smooth process.

Return Eligibility

You may request a return within 30 days from the delivery date. Returned items must meet all of the following conditions:

  • Unworn, unused, unwashed
  • All original tags and packaging included
  • No odors, stains, marks, or signs of wear
  • No damage caused by the customer

Important: Until you decide to keep the item, you may not use or wear it. Items returned in non-acceptable condition will be rejected and sent back to the customer at their expense.

How to Request a Return

All returns must be registered via our official portal:

https://muaracha.com/pages/return-portal

Returns sent without portal registration, without approval, or outside the 30-day window will not be processed.

Return Shipping

  • Customer is responsible for return shipping unless the item is defective or incorrect.
  • Return labels provided by Muaracha may include a fee deducted from the refund (if applicable).
  • Shipping fees are non-refundable and will not be included in the refund amount, unless the return is due to a defective or incorrect item.
  • Packages lost during return shipping without tracking are the customer's responsibility.

Damaged, Missing, or Incorrect Items

Inspect your order immediately upon arrival. Any issues must be reported within 48 hours of delivery, including photographic evidence. Reports made after this timeframe may not be eligible for compensation or replacement.

Non-Returnable Items

  • Custom or personalized items
  • Perishable goods
  • Personal care products
  • Hazardous or flammable materials
  • Sale items
  • Gift cards

Exchanges

To exchange an item, return the original product first. Once inspected and approved, you may place a new order for the desired item.

EU 30-Day Cooling-Off Period

Customers in the EU have the right to cancel or return their order within 30 days without providing a reason. Items must be returned unused and in original condition. Proof of purchase is required.

Refunds

After receiving and inspecting your return, we will notify you regarding approval. If approved, refunds are processed within 10 business days to the original payment method. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since approval, contact us at info@muaracha.com.