Refund policy

IN-STORE PURCHASE POLICY:
All items purchased in-store are final sale. We have testers in-store for you to try the product before you make your purchase. 

ONLINE PURCHASES: 
We have a 30-day return policy for items purchased on our website. This 30-day policy means you have 30 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, unopened and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We will also need pictures of your items you are requesting to return. 

To start a return, you can contact us at support@themuaproject.com. If your return is accepted, you will be required to send your items back to us at your cost, we encourage you to ship your items with a tracking number. We are not responsible for lost items in the mail. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@themuaproject.com.

Damages and issues
Please inspect your order upon delivery. Contact us within 24-48 hours for defective, damaged, missing, or wrong items. Beyond 48 hours, we are not liable for fixing or replacing your item. Thank you for your cooperation.

Cancellation requests:
Orders may only be canceled if the request is received before a shipping label has been created. Once a shipping label has been generated and/or the order has been shipped, the order is considered in process and cannot be canceled.

By placing an order, you agree to these cancellation terms.

Non-returnable & non-exchangeable items
Certain types of items cannot be returned. Non-returnable items are used or open products, custom products (such as special orders or personalized items), personal care goods (such as face masks, pimple patches, eye patches ect.), bulk/ wholesale items, makeup bags, mystery bags, gift cards, airbrush equipment and tools, airbrush makeup, hair products, hot tools, brushes, electronics such as but not limited to lights and fans, and clearance items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about a specific item. 

Allergies
Please be aware that once items are opened or used, we are unable to accept returns or exchanges, including cases of allergic reactions. We strongly encourage customers to carefully review product ingredients and take necessary precautions. We are not liable for allergic reactions. 

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.

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. Please remember it can take some time for your bank or credit card company to process and post the refund.

All approved returns are subject to a 15% restocking fee. If your order qualified for free shipping, the cost of the original shipping label will also be deducted from your refund total.

We do not provide return labels. Refunds will be issued once the returned item(s) are received and inspected. Items must be in unused, unopened, and sellable condition.

Example:
If your original order was $100 and qualified for free shipping, your refund may look like this: $100 original total –$15 (15% restocking fee) –$7.99 (original shipping cost deducted) = $77.01 refund

Return Fraud

We are a small, family-owned business, and we do everything we can to provide our customers with great service and authentic products. Because of that, we will not tolerate return fraud in any form.

If you return an item that is used, tampered with, or switched out for another product, your account will be flagged and permanently banned from shopping with us—both in-store and online.

We take this seriously. Any fraudulent activity will be reported to local law enforcement. We will also file a claim in small claims court in which you will be responsible for all court fees in addition to the fraudulent claim amount. 

Thank you for respecting our policies and supporting small businesses.