Returns & Refunds (Australia)

Last updated: January 2026

At The Muse Edit, every piece is curated with care and verified for authenticity. Because we specialise in luxury resale, many items are one-of-one and condition-sensitive — so change-of-mind returns are not offered, while always respecting your rights under Australian Consumer Law (ACL).

This Returns & Refunds Policy forms part of our Terms & Conditions.

1) Change of mind (no returns)

We do not offer returns or refunds for change of mind, including where:

  • you decide you don’t like the item

  • it doesn’t suit you / you no longer want it

  • you found it cheaper elsewhere

  • you ordered incorrectly

  • you expected a different “feel” or shade based on lighting/screen settings

  • you change your preferences after purchase

ACL does not require businesses to provide a refund for change of mind (unless the business chooses to).

2) Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL.

If a product has a major failure, you are entitled to choose a refund or replacement (and compensation for any other reasonably foreseeable loss or damage).

If a problem is not major, you are entitled to a remedy (which may be a repair, replacement or refund depending on the circumstances).

Nothing in this policy limits your rights under ACL, including your rights relating to items that are faulty, unsafe, or significantly not as described.

3) When a return may be accepted

A return may be accepted where:

  • you received the wrong item, or

  • the item arrives damaged in transit, or

  • the item is faulty, unsafe, or otherwise does not meet ACL consumer guarantees, or

  • the item is significantly not as described (taking into account that items may be pre-loved and condition-graded).

Important (pre-loved condition): Natural signs of wear that were clearly shown in photos and/or described in the listing (e.g., light corner rubbing, gentle creasing, minor hairline scratches) are not considered faults.

4) Timeframes to contact us

A) Transit damage / wrong item / “not as described on arrival”

Please contact us within 24 hours of delivery so we can lodge courier enquiries quickly and resolve the issue efficiently.

This helps us investigate promptly, but does not limit your rights under ACL, which may apply for issues that appear later.

B) ACL claims (faults that appear after delivery)

For issues covered by ACL, you can make a claim within a reasonable time after purchase (depending on the item and the issue).

5) How to request a return

Email: support@muse.net.au
Include:

  • your order number

  • clear photos and/or video of the issue

  • photos of the packaging, shipping label, and any damage (if relevant)

  • any other supporting details

We may request additional information reasonably necessary to assess the claim fairly.

6) Return approval and condition requirements

If your return is approved, you must follow our return instructions. For non-fault returns (rare), the item must be returned:

  • unused, unworn, and unaltered

  • in the same condition as received

  • with all original inclusions (dust bag, box, straps, cards, certificates, receipts where applicable)

  • with any security tags/labels still attached (if used)

We may decline a return if the item shows signs of:

  • wear or use beyond what is necessary to assess it

  • damage not present on arrival

  • odour (perfume/smoke)

  • alteration or cleaning

  • missing inclusions or parts

7) Assessment on return (ACL remedies)

All approved returns are assessed upon arrival. We’ll notify you once your return has been received and inspected.

  • If the issue is a major failure, you may be entitled to choose a refund or replacement.

  • If the issue is not major, we may offer a repair, replacement, or refund as required under ACL.

Because our inventory is often one-of-one, a replacement may not always be available. If a replacement is not reasonably available and you’re entitled to a major-failure remedy, we will provide a refund.

8) Return shipping costs

If a return is approved due to an issue covered by ACL (e.g., wrong item, transit damage, significant not-as-described, or a fault), we will provide a return label or reimburse reasonable return shipping costs.

If a return is approved for any other reason (rare), return shipping costs are the customer’s responsibility.

We recommend using a tracked, signature-required service. Items remain your responsibility until received by us.

9) Refunds

If your return is approved:

  • refunds are issued to the original payment method

  • refunds are processed after inspection (or once the return is received, depending on the situation)

  • processing is typically 3–10 business days, depending on your payment provider/bank

10) Authenticity guarantee (resale)

Every item sold by The Muse Edit is verified for authenticity.

If an item is ever proven not authentic through an appropriate verification process, you will be entitled to a remedy in line with ACL and our authenticity promise.

We do not accept returns based solely on unverified opinions. Where needed, we may request the item be returned for review and authentication assessment.

11) Sale items

Sale items are final sale for change of mind. This does not affect your rights under ACL.

12) Exchanges

We do not offer exchanges for change of mind due to the unique nature of luxury resale inventory.

This does not affect your rights under ACL (including where a replacement is required/available as a remedy).

13) Contact

Email: support@muse.net.au
Hours: Mon–Fri 9am–5pm AEST (optional)