At MUSAFIR, we want customers to be satisfied with their purchase. This Return & Refund Policy explains the conditions under which products purchased through musafir.com may be returned.
1. 30-Day Return Period
Eligible products may be returned within 30 days of the date you receive your order.
To qualify for a return, you must contact MUSAFIR within this 30-day period and follow the return instructions provided by our customer service team.
Return requests submitted after the 30-day return period may be declined.
2. Return Eligibility
To be eligible for a return, the product must generally:
- Be unused and unworn;
- Be clean and in resalable condition;
- Be free from damage caused after delivery;
- Include original packaging where reasonably available;
- Include original tags, accessories, components, and documentation; and
- Include proof of purchase or a valid MUSAFIR order number.
Products showing significant signs of use, wear, contamination, alteration, misuse, or customer-caused damage may not qualify for a refund.
3. Return Shipping Costs
For standard returns, including situations where the customer:
- Changes their mind;
- Orders the incorrect size;
- Orders the wrong product;
- No longer wants the product; or
- Wishes to exchange an otherwise correctly supplied item,
the customer is responsible for all return shipping expenses.
MUSAFIR does not reimburse return courier charges, postage, insurance fees, customs charges, import/export charges, brokerage fees, or other return-related expenses unless the return results from an error attributable to MUSAFIR or applicable law requires otherwise.
We strongly recommend using a tracked and insured shipping service when returning an item.
MUSAFIR is not responsible for returned packages that are lost or damaged while being shipped back to us.
4. Original Shipping Charges
Original shipping or delivery charges are generally non-refundable unless:
- The wrong item was sent;
- The product was verified as defective;
- The product arrived materially damaged; or
- A refund of shipping charges is required by applicable law.
5. How to Request a Return
Before sending any product back, please contact MUSAFIR through the customer support details available on musafir.com.
Please provide:
- Your full name;
- Order number;
- Product you wish to return;
- Reason for the return; and
- Photographs where the item is damaged, defective, or incorrect.
Our customer service team will provide return instructions where the item is eligible.
Do not return a product without first contacting us, as unauthorized returns may experience processing delays or may be rejected.
6. Return Packaging
Customers are responsible for packaging returned products securely.
Products should be appropriately protected to prevent damage during transportation.
MUSAFIR may reduce or decline a refund where an item is returned damaged due to insufficient packaging or customer mishandling, subject to applicable law.
7. Inspection of Returned Products
All returned products are inspected after they are received.
We will verify whether the item complies with the return conditions outlined in this policy.
Inspection may include reviewing:
- Product condition;
- Signs of use or wear;
- Damage;
- Missing parts;
- Original accessories;
- Packaging;
- Tags; and
- Product authenticity.
8. Refund Processing
If your return is approved after inspection, the applicable refund will generally be issued to the original payment method.
Depending on your bank, card issuer, or payment provider, it may take additional time for the refunded amount to appear in your account.
MUSAFIR has no control over processing times imposed by banks or payment providers after a refund has been issued.
9. Refund Deductions
Where permitted by law, deductions may be made if a returned item:
- Has been used beyond what is reasonably necessary to inspect it;
- Has been damaged by the customer;
- Is missing accessories or components;
- Is returned in materially reduced condition; or
- Requires restoration due to customer handling.
Any deduction will be assessed according to the circumstances and applicable consumer law.
10. Exchanges
Where available, eligible products may be exchanged for another size, variation, or product.
Customers requesting an exchange are generally responsible for:
- The cost of returning the original product; and
- Shipping costs associated with sending the replacement item,
unless the exchange is required because MUSAFIR supplied a defective, damaged, or incorrect product.
Any price difference between the original item and replacement item must also be paid where applicable.
11. Non-Returnable Products
The following products may not be eligible for return unless they are defective, damaged upon arrival, incorrectly supplied, or applicable law requires otherwise:
- Customized products;
- Personalized products;
- Engraved or monogrammed products;
- Custom-sized products;
- Made-to-order products;
- Products altered at the customer's request;
- Used products;
- Products damaged through misuse;
- Products with significant signs of wear;
- Items returned after the 30-day return period; and
- Certain clearance or final-sale products where clearly marked as non-returnable.
12. Customized and Made-to-Order Products
Because customized, personalized, and made-to-order products are manufactured or altered according to customer specifications, they are generally non-refundable and non-returnable.
Customers are responsible for ensuring that all submitted:
- Measurements;
- Sizes;
- Colors;
- Names;
- Initials;
- Personalization details; and
- Other specifications
are correct before production begins.
This restriction does not apply where a custom item is defective, materially damaged upon delivery, or does not match the specifications accepted by MUSAFIR.
13. Damaged Products
If your order arrives damaged, please contact MUSAFIR as soon as reasonably possible after delivery.
You may be asked to provide:
- Photographs of the product;
- Photographs of the packaging;
- Shipping label photographs;
- Video evidence where appropriate; and
- Your order number.
Please retain the original packaging until the matter has been reviewed.
Where the damage is verified, MUSAFIR may provide an appropriate remedy, including replacement, repair, refund, or another suitable solution.
14. Defective Products
If you believe a product has a manufacturing defect, contact us with your order number and clear details of the issue.
Normal wear and tear, accidental damage, improper care, incorrect installation, improper fitting, misuse, neglect, unauthorized modification, or damage resulting from use outside the product's intended purpose will generally not be considered manufacturing defects.
15. Incorrect Products
If MUSAFIR sends you a product different from the item confirmed in your order, please contact us promptly.
After verification, we will provide instructions for resolving the issue.
Where MUSAFIR is responsible for sending the incorrect product, reasonable return shipping expenses may be covered by MUSAFIR in accordance with the return instructions provided.
16. Size and Fit
Customers are responsible for reviewing available measurements, sizing information, and product specifications before placing an order.
If the correct item was supplied but does not fit because the wrong size was selected, it may still qualify for return within the 30-day period if all other return conditions are satisfied.
In such circumstances, the customer is responsible for return shipping and any replacement shipping costs.
17. Refused and Unclaimed Deliveries
If a customer refuses delivery or fails to collect a shipment without prior authorization, any costs incurred for:
- Return shipping;
- Customs;
- Duties;
- Courier handling;
- Storage; or
- Redelivery
may be deducted from any available refund where permitted by law.
18. International Returns
Customers returning products internationally are responsible for correctly declaring the shipment as a returned product, where permitted, and complying with applicable customs requirements.
MUSAFIR is not responsible for additional customs duties, taxes, brokerage fees, or charges caused by incorrect return documentation.
International customers are responsible for return shipping costs unless MUSAFIR confirms otherwise.
19. Lost Return Shipments
The customer remains responsible for the returned product until it is successfully delivered to the designated return address.
For this reason, we recommend:
- Tracking;
- Delivery confirmation; and
- Shipping insurance where appropriate.
Refunds cannot normally be processed for returned products that never reach us.
20. Promotional and Sale Items
Unless specifically marked as Final Sale, eligible promotional or sale products may be returned under the same 30-day return conditions.
Items clearly identified as Final Sale may not be returned for change-of-mind reasons, subject to applicable consumer protection laws.
21. Refund Method
Approved refunds will generally be issued using the original payment method.
If the original payment method cannot reasonably be used, MUSAFIR may arrange another appropriate refund method.
22. Consumer Rights
This Return & Refund Policy does not limit any mandatory legal rights available to customers under applicable consumer protection laws.
Where applicable law provides customers with additional cancellation, refund, replacement, or warranty rights, those mandatory rights will continue to apply.
23. Contact Us
To request a return or ask a question regarding a refund, exchange, damaged item, defective product, or incorrect shipment, please email sales@musafir.com or use the customer service information provided on musafir.com.
Please include your order number in your message so that your request can be reviewed efficiently.