RETURNS AND REFUNDS

Our priority is that you always have a satisfactory shopping experience. However, if you have changed your mind or believe that your Musa item arrived with a factory defect, this section will explain how to proceed.

Please note that our products are handmade, so there may be minimal variations in shape, size, or color compared to the images shown on the website. Since the items are crafted by hand, small marks, color differences, wrinkles, or other natural characteristics may appear. We hope you value the handmade process and do not consider these as defects.

The return period is 14 business days from the date you receive your product, and only if it has not been used, is in perfect condition, with all labels still attached, and in its original box and packaging.

To proceed with a return, please follow these steps:

1. Contact us within 14 business days at shop@wemusa.com to request your return label and schedule the collection. When contacting us, please specify whether you prefer to have the product picked up from the same address where you received it or if you would like us to provide an alternative drop-off point. Please note that if you choose home pick-up, you must be available at the times indicated.
2. Once we receive your email, we will process the return and issue a label that will be sent to the same email address you contacted us from. Please print the label. You will also receive a tracking number so you can monitor the return process. If you have selected home pick-up, we will inform you of the time and date scheduled by the courier company.
3. Ensure that the product is in perfect condition, place it in its original box, and attach the return label provided. If you have selected the drop-off option at an alternative collection point, please return the parcel within 3 business days of receiving the label.

Please note that shipping costs, taxes, and customs duties are non-refundable. When processing the refund, these costs will be deducted from the total amount and returned via the same payment method used for the purchase.

The refund will be issued once we have received the product at our facilities and verified that it is in perfect condition. We will do our best to process your refund as quickly as possible; however, please note that it may take up to 7 business days after we receive the item.

We hope this never happens, but in the case of returns due to a factory defect, we will replace the item as soon as possible and at no additional cost (as long as the new shipment is to the same address). Once we receive and examine the defective product, we will send a new unit of the same model promptly.