Return & Refund Policy
30-Day Risk-Free Return Policy
Thank you for choosing MUSSO. We assure you that all MUSSO products undergo a strict inspection by our quality control team before shipment.
If you have any questions, please feel free to contact us. We will respond within 24 hours.
Do you have any of the following concerns? If so, please contact us, and we will resolve the issue immediately:
A. The return is due to our error.
B. The product is defective upon arrival and cannot be repaired with replacement parts.
C. We sent the wrong item.
D. The item was shipped to the wrong address.
E. A duplicate order was shipped.
F. Product defects within the 30-day return period (provided the customer has assembled the product correctly according to the instruction manual).
Important Notice:
For damaged or defective items, please be sure to provide video/photos to support your claim of damage or malfunction. If no photo/video evidence is provided, the return will be considered "Buyer's Remorse," and the customer will bear the return shipping cost. In this case, the customer may also be required to pay a 15% restocking fee as well as any shipping costs incurred by the seller. No exceptions will be made. The customer must provide proof of defects/damage before initiating a return. Please submit your return request with the images/videos via the contact form.
After approval for return, we will inspect the condition of the item upon receipt. If the item is indeed found to have an issue, a refund will be issued.
If the damaged/defective item can be repaired with simple replacement parts or support, we may offer free replacement parts. If the customer prefers this solution, we can assist with repairing the product or restoring large items. We also offer the option to schedule technicians or repair personnel to visit the customer’s home.
In cases where the return shipping cost is borne by the customer, the related fees will be the responsibility of the customer. In this case, prepaid return labels will not be available. Please note that the original shipping fees and handling charges are non-refundable. The special shipping form for the initial order and the actual outbound shipping charges will not be refunded. Examples of such customer orders include:
- Buyer’s remorse ("Dissatisfied with the product," "Product not as expected," etc.)
- Change of mind
- Misunderstanding of product description
- Order cancellation after shipment, even if the item has not yet been received
- Incorrect product purchased
- Accidental over-purchase
- Incorrect shipping address provided
If a product experiences failure or malfunction after the 30-day return period, the customer can use the MUSSO manufacturer’s warranty for repairs. For more details, please refer to the manufacturer’s product warranty documentation. Warranty periods range from 3 to 12 years.
Exchange Process
Step 1:
Please contact us at support@musso.co to report the issue and confirm the solution.
Step 2:
Provide photos of your shipment and tracking number. Repair fees will be determined based on the warranty coverage (see warranty details).
Step 3:
We will inspect the returned item and assess the issue. Additionally, we will send you our contact details (name, phone number, address, postal code) via email.
Step 4:
We will arrange for the return of the item to you. Thank you for your cooperation.
Refund Policy
- If you are not completely satisfied with your purchase, you may request a return for a refund or exchange.
- You may initiate a return or refund within 30 days after receiving the product. The returned item must be in the same condition as when you received it and in its original packaging. Please retain your receipt.
- Refunds will be processed within 7 business days after we receive and inspect the returned item. Please check your account for updates.
- If you have any questions about returns and refunds, feel free to contact us.
Civil Code (BGB)
§ 312g Right of Withdrawal
(1) The consumer is entitled to a right of withdrawal in contracts concluded outside business premises and in distance contracts in accordance with § 355.
(2) Unless the parties have agreed otherwise, the right of withdrawal does not apply to the following contracts:
- Contracts for the supply of goods that are not prefabricated and for which an individual selection or specification by the consumer is decisive or which are clearly tailored to the personal needs of the consumer,
- Contracts for the supply of goods that can spoil quickly or whose expiration date would quickly be exceeded,
- Contracts for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery,
- Contracts for the supply of goods that, after delivery, have been inseparably mixed with other goods due to their nature,
- Contracts for the supply of alcoholic beverages, the price of which was agreed upon when the contract was concluded, but which cannot be delivered earlier than 30 days after the conclusion of the contract and whose current value depends on fluctuations in the market over which the entrepreneur has no control,
- Contracts for the supply of audio or video recordings or computer software in a sealed package if the seal has been removed after delivery,
- Contracts for the supply of newspapers, magazines, or illustrated publications, with the exception of subscription contracts,
- Contracts for the supply of goods or the provision of services, including financial services, the price of which depends on fluctuations in the financial market over which the entrepreneur has no control and which may occur within the withdrawal period, particularly services related to shares, units in open-ended investment funds within the meaning of § 1 paragraph 4 of the Capital Investment Code, and other tradable securities, currencies, derivatives, or money market instruments,
- Contracts for the provision of services in the areas of accommodation for purposes other than residential purposes, transportation of goods, car rental, supply of food and beverages, and for the provision of other services related to leisure activities, if the contract provides for a specific date or period for the provision,
- Contracts concluded within a marketing method in which the entrepreneur offers goods or services to consumers who are physically present or given this opportunity, in a transparent procedure based on competing bids conducted by the auctioneer, in which the bidder who has won the bid is obliged to purchase the goods or services (public auction),
- Contracts in which the consumer has explicitly requested the entrepreneur to visit them in order to carry out urgent repair or maintenance work; this does not apply to additional services provided during the visit that the consumer did not explicitly request, or to goods delivered during the visit that are not necessarily required as replacement parts during maintenance or repair,
- Contracts for the provision of betting and lottery services, unless the consumer has made their contract declaration by telephone or the contract was concluded outside business premises, and
- Notarized contracts; this only applies to distance contracts for financial services if the notary confirms that the consumer's rights under § 312d paragraph 2 are safeguarded.
(3) The right of withdrawal also does not apply to contracts in which the consumer already has a right of withdrawal under §§ 495, 506 to 513 in accordance with § 355, and not to contracts concluded outside business premises where the consumer already has a right of withdrawal under § 305 paragraphs 1 to 6 of the Capital Investment Code.
Cancellation Policy
Right of Withdrawal
You have the right to cancel this contract within sixty days without giving any reason. The cancellation period will expire sixty days from the day on which you or a third party other than the carrier and indicated by you acquires physical possession of the last good.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or email). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancellation before the cancellation period has expired.
Musso typically ships orders within 1-2 business days. If you need to cancel your order, please contact Musso as soon as possible to cancel the order and receive an immediate refund. So please contact customer service or email us at support@musso.co within one hour of placing the order.
No cancellation fees will be charged for standard items canceled before shipment. If the goods received are damaged or incorrect due to our fault, the consumer will not have to bear the shipping costs.
If one hour or more has passed, the order will be processed for shipping and on-time delivery. At that point, it cannot be canceled, and you will need to contact customer service or email us at support@musso.co. Shipping costs for returned merchandise will be deducted from your refund. If you refuse delivery of an order, Musso will deduct the cost of shipping from your refund.
Effects of Withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us (Freiherr-vom-Stein-Straße 131 45473 Mülheim an der Ruhr, Germany), without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired. You will have to bear the direct cost of returning the goods. The cost is estimated at a maximum of EUR 30 for goods that cannot normally be returned by post due to their nature. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Sample Cancellation Form
(If you wish to cancel the contract, please complete and return this form.)
– To Freiherr-vom-Stein-Straße 131 45473 Mülheim an der Ruhr, Germany support@musso.co
– I/We () hereby give notice that I/We () cancel my/our () contract of sale of the following goods ()/for the provision of the following service (*),
– Ordered on ()/received on (),
– Name of consumer(s),
– Address of consumer(s),
– Signature of consumer(s) (only if this form is notified on paper),
– Date
(*) Delete as appropriate.
Cancellation policy drafted by Trusted Shops legal authors.
