Returns & Warranty

30-Day Returns Policy

Return period

At Musthavz, you may request a return within 30 days, starting on the day after you receive your order.

The first 14 days are covered by your statutory EU right of withdrawal. Our extended returns policy applies from day 15 up to and including day 30.

During the statutory withdrawal period, you may open, inspect and assess the product in the same way you would in a physical shop. Please do not use the product more than is reasonably necessary to determine its nature, characteristics and functionality.

Where reasonably possible, please keep the original packaging intact. If the product or packaging is handled more than necessary and this results in a loss of value, we may deduct this loss in value from your refund.

Condition of the product

For returns made under our extended returns policy, from day 15 to day 30, the product must:

• be unused and clean
• be in the same condition as when it was received
• be returned in its original packaging

If a returned product shows signs of use, damage or incomplete packaging, we may reduce the refund to reflect the loss in value. Returns made between day 15 and day 30 that do not meet the conditions of our extended returns policy may be refused.

Your statutory rights during the first 14 days remain unaffected.

Return shipping costs

The cost of returning an unwanted product is the customer’s responsibility.

We do not provide free return labels unless:

• the product is defective or covered by warranty
• you received an incorrect product
• the return is required due to an error on our part

Responsibility for return shipments

You are responsible for the return shipment until it has been delivered to us.

We therefore recommend:

• using a tracked shipping service
• considering additional insurance for valuable shipments
• packaging the product carefully to prevent damage in transit
• keeping your proof of postage until the return has been processed

1. How to Return an Order, Check your eligibility

Before requesting a return, please check that:

• your request falls within the 30-day return period
• the product meets the applicable return conditions

2. Register your return

You can register a return through your Musthavz account:

1. Log in using the account icon on desktop or the menu on mobile
2. Enter your email address and use the login code you receive
3. Open your order overview and select the relevant order
4. Click “Request a return”
5. Select the reason for your return and the relevant product or products
6. Confirm your request

You will receive confirmation of your return request by email.

3. Return instructions

Once your return has been registered, we will email you the return instructions and return address.

4. Ship your return

You may return the parcel using a carrier of your choice.

The return address will be provided by email.

Always include your order number clearly on or inside the parcel. Without an order number, we may be unable to identify and process your return.

Return shipments are sent at your own expense and responsibility, unless the product is defective, incorrect or covered by warranty.

5. Processing your return

Once we receive your return, please allow up to 7 business days for inspection and processing.

• If the return meets the applicable conditions, we will issue a refund to the original payment method
• If the product has lost value due to unnecessary use or damage, we may reduce the refund accordingly
• If a return made under our extended 30-day policy does not meet its conditions, we may refuse the return and contact you

Refunds

For valid withdrawals, we will refund the purchase price and, where applicable, the standard delivery costs for the order.

If you return only part of an order, the original delivery costs will generally not be refunded.

We may withhold the refund until we have received the returned product or until you provide proof that it has been shipped, whichever occurs first.

Once your return has been approved and processed, the refund will usually appear in your account within 3–5 business days, depending on your payment provider.

If you have not yet paid for the order, the relevant payment obligation will be cancelled.

Statutory Right of Withdrawal — 14 Days

Under EU consumer law, you have the right to withdraw from an online purchase within 14 days without giving a reason.

The withdrawal period starts on the day after you receive the product.

During this period, you may:

• open the packaging
• inspect the product
• assess it as you would in a physical shop

You may not use the product beyond what is reasonably necessary to assess its nature, characteristics and functionality.

If the product or packaging is handled more than necessary and this causes a loss of value, we may deduct that loss in value from your refund.

After notifying us of your withdrawal, you must return the product within 14 days.

Warranty

Most Musthavz products include a one-year commercial warranty covering manufacturing defects.

This commercial warranty is provided in addition to your statutory guarantee rights and does not limit or replace those rights. Under Dutch law, a product must perform as a consumer may reasonably expect, and the statutory guarantee period therefore depends on the product and its expected lifespan.

Our commercial warranty covers manufacturing defects, including defects in closures, stitching, materials or construction.

The warranty does not cover:

• normal wear and tear
• cosmetic deterioration caused by regular use
• accidental damage
• damage caused by misuse, incorrect installation or improper care
• damage caused by intensive or unintended use

Was your product delivered defective, or has a problem occurred during the warranty period?

Please contact us as soon as possible at contact@musthavz.com.

We will review the issue and work with you to find an appropriate solution.