Refund policy

We believe in being fair and reasonable to everyone, so we don’t have a strict returns policy and assess return and refund requests on a case by case basis.

However, we do have some policies in regards to the following.

Change of Mind

We kindly request you to exercise careful consideration when placing an order, taking into account your specific needs and preferences. We do not offer returns or refunds for change of mind. To assist you in making an informed decision, we provide comprehensive product information, including sizes and relevant recommendations. We encourage you to thoroughly review this information and reach out to our knowledgeable team for any clarifications or queries before finalising your purchase.

We also advise customers who have the guidance of an Occupational Therapist, Psychologist or Psychiatrist to consult with them prior to making any product-related decisions. Their professional expertise can help ensure that the chosen items align with your specific requirements and enhance your overall experience.

By adhering to this policy, we can maintain the efficiency of our operations and continue to offer competitive prices and a wide range of quality products. We appreciate your understanding and cooperation in this matter.

Amending your order

In the event that you wish to amend your order, please contact us via phone 02 8545 0138  during business hours (9am - 5pm AEST, Monday - Friday) or email sales@musestore.com.au. Orders can only be amended if we receive your request prior to orders being prepared by our warehouse team. Orders are shipped within 1-2 business days. To ensure we can meet any amendments, we urge you to contact us promptly. Once orders have been shipped by our warehouse team, we are unable to make any changes. 

Product Warranties

At Muse Store, our primary focus is to find solutions and provide you with excellent customer service and we strive to provide you with the best products and services. We understand the importance of warranties in ensuring your satisfaction and peace of mind. However, as a reseller of products, we are bound by the terms and conditions set forth by the suppliers and manufacturers.

With regards to warranties, we want to assure you that we are here to assist you to the best of our abilities. We recognise that each product and manufacturer may have different warranty terms, and we assess them on a case-by-case basis. This allows us to extend the warranty terms offered by the respective suppliers and manufacturers directly to our valued customers.

In accordance with the guidelines set by the Australian Competition and Consumer Commission (ACCC), we would like to emphasise that we are not legally required to provide warranties, offer repairs, or refunds. Instead, we are committed to passing on the warranty that the supplier or manufacturer offers. This approach ensures that you receive the appropriate support and coverage for your purchased items.

NDIS Orders 

Due to the complexities of NDIS and Plan Management, we do not offer refunds or exchanges on orders paid with NDIS funds. We do, however, offer product warranties passed on from the supplier or manufacturer, as mentioned in the clause above. If you have a warranty issue with your products, please reach out to us to discuss the available options. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at sales@musestore.com.au. Please note that returns will need to be sent to the following address: PO Box 280, Menai Central, NSW, 2234.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. 

You can always contact us for any return question at sales@musestore.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. 

Refunds
Refunds for faulty items are assessed on a case by case basis. We will consider all factors including product warranty period and how the product has been used. 

What you need to do if a product is faulty 

Contact us at sales@musestore.com.au or 02 8545 0138 and discuss the faulty product with our team. We will likely request a photo or video of the faulty item so that we can better understand the issues. 

In the event that we ask for you to return the product to us, we will provide you with pre paid shipping for you to return the product along with a slip to provide the details of the fault.