Returns & Refund Policy
Last updated: May 2025 | Musqet Webstore – shop.musqet.com
Important: All Musqet products are custom-produced on demand by our fulfilment partner, Printful. This means every item is made specifically for your order. Please read this policy carefully before purchasing.
1. Our Fulfilment Model
The Musqet Webstore operates on a print-on-demand basis. Every product — including clothing, hats, tech accessories, and home & living items — is individually manufactured by Printful, Inc. after your order is placed. Because items are custom-made for each order, we are unable to accept returns for change of mind or incorrect size selection in the same way that a traditional retailer can.
2. What We Do Accept: Eligible Returns
We will always put things right if there is a problem on our side or with production. We accept return or replacement claims in the following circumstances:
Damaged or Defective Items
If your item arrives damaged (e.g. torn, broken, or soiled) or has a production defect (e.g. a printing error, misaligned print, incorrect colour, stitching fault), you are entitled to a free replacement or a full refund.
Wrong Item Received
If you receive an item that is different from what you ordered (wrong product, wrong colour, or wrong size due to a fulfilment error), we will provide a free replacement or a full refund.
Lost in Transit
If your order has not arrived within a reasonable period beyond the estimated delivery date and is confirmed as lost by the carrier, we will arrange a replacement or refund.
3. What We Do Not Accept
Because our products are custom-produced on demand, we are unable to accept returns or offer refunds in the following situations:
- Change of mind – you no longer want the product or have changed your mind after ordering.
- Incorrect size selected – you ordered the wrong size. Please refer to the size guides provided on each product page before ordering.
- Colour variation – slight differences in colour between your screen and the printed product, as this is a normal characteristic of print-on-demand production.
- Low-resolution designs – where print quality is affected by a low-resolution design file supplied by the customer (where applicable).
- Incorrect delivery address – if an order cannot be delivered due to an address entered incorrectly at checkout. Please double-check your address before confirming your order.
These exclusions are consistent with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which exempt clearly personalised and made-to-order goods from the standard 14-day right to cancel.
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. If a product is not of satisfactory quality, not fit for purpose, or not as described, you retain your full legal rights regardless of this policy.
4. How to Make a Claim
If your order is eligible for a return or refund under Section 2 above, please follow these steps:
- Step 1: Contact us within 30 days of receiving your order at hello@musqet.tech.
- Step 2: Include your order number and a clear description of the issue.
- Step 3: Attach clear photographs showing the damage, defect, or incorrect item. This is required to process your claim.
We will review your claim and respond within 5 business days. Once approved, we will arrange a replacement or issue a refund to your original payment method.
30-day deadline: Claims for damaged, defective, or incorrect items must be submitted within 30 days of the delivery date. We are unable to process claims submitted after this period.
5. Refunds
Approved refunds will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Where a replacement is offered and you would prefer a refund instead, please let us know at the time of your claim and we will accommodate this where possible.
6. Replacements
Where a replacement is agreed, a new item will be produced and dispatched by Printful. Replacement production and delivery timescales are the same as for standard orders. You will receive a new shipping confirmation once the replacement is dispatched.
You do not need to return the original faulty or damaged item unless we specifically request this.
7. Returned Packages
If your order is returned to Printful’s facility due to an undeliverable address or an unclaimed parcel, we will contact you by email. You will have the option to:
- Have the order reshipped to a corrected address (additional shipping charges may apply); or
- Receive a refund for the product cost (original shipping charges are non-refundable).
8. Contact Us
Musqet
First Floor, 5 Fleet Place, London, United Kingdom, EC4M 7RD
Email: hello@musqet.tech
Website: shop.musqet.com