Refund policy

Refund and Returns Policy

MUAE 

1. Our approach

MUAE objects are made and packed with care in our London studio. We hope that you will keep and enjoy your purchase for many years. If something is not right, please contact care@muae.uk and we will help.

This policy applies to purchases made directly through muae.uk. It does not affect your statutory rights.

2. Changing your mind

If you are a consumer in the United Kingdom, you normally have the right to cancel an online order within 14 days after the goods are delivered, without giving a reason.

To exercise this right, email care@muae.uk within 14 days of delivery with your name, order number and a clear statement that you wish to cancel. You then have a further 14 days to return the goods.

Our standard vessels are hand-cast to order. Selecting a standard finish, scent or pack size does not by itself remove your statutory cancellation right.

The cancellation right may not apply to goods made to your individual specifications or clearly personalised for you. If a product falls within that exception, we will make this clear before you place the order. This exception does not affect your rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.

3. Return condition

Please return goods with their original components and, where reasonably possible, their original protective packaging. You may inspect an item as you would in a shop, but we may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

For candle inserts and other consumable products, please do not light, burn, trim or otherwise use the product if you intend to return it because you have changed your mind. This does not limit your rights if the product is faulty.

4. How to arrange a return

Email care@muae.uk before sending anything back. Include your order number, the item you wish to return and the reason for the return. We will provide the correct return instructions and return address.

Do not send returns to a registered office or studio address unless we have confirmed that address for your return. We recommend using a tracked service and retaining proof of postage. You are responsible for the returned goods until they reach us.

5. Return costs

If you cancel because you have changed your mind, you are responsible for the direct cost of returning the goods unless we agree otherwise.

If an item is faulty, damaged on arrival, incorrect or not as described, we will cover reasonable return costs or arrange an appropriate collection.

6. Refunds

Where a statutory cancellation right applies, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or express delivery service is not refundable unless the goods were faulty or we failed to provide the agreed service.

We may wait until we receive the goods back, or until you provide evidence that they have been sent, whichever happens first. Refunds will be issued without undue delay and no later than 14 days after that point, using the original payment method unless otherwise agreed.

Banks and payment providers may take additional time to display a processed refund.

7. Faulty, damaged or incorrect goods

Goods must be of satisfactory quality, fit for purpose and as described. If your order arrives damaged, incomplete or incorrect, contact care@muae.uk as soon as reasonably possible and include your order number and clear photographs of the item and packaging where available.

Your legal remedies may include a repair, replacement, price reduction or refund depending on the circumstances and the time that has passed. Nothing in this policy limits rights provided by the Consumer Rights Act 2015 or other applicable law.

8. Natural variation and handmade character

MUAE vessels are individually hand-cast and hand-finished. Subtle variations in tone, pores, texture and surface character are natural records of the making process and are not normally defects. This does not exclude issues that materially affect quality, safety, function or conformity with the product description.

9. Exchanges

We do not currently operate an automatic exchange service. Where you are entitled to return an item, the simplest approach is usually to return it for a refund and place a new order. Please contact us if a fault or fulfilment error means that a replacement is more appropriate.

10. Contact

Returns and care enquiries: care@muae.uk

Operator: La Maison London Limited, trading as MUAE

Registered office: 20 Wenlock Road, London, United Kingdom, N1 7GU