In the unlikely event that you have an issue with a Muc-Off product you have ordered from Muc-Off.com – please contact us via email (customerservice@muc-off.com) or via the 'Contact Us' page.
If your enquiry is about a product bought from a shop or online retailer and not from muc-off.com please contact them directly.
Damaged goods: If, in the unlikely event, that your items have arrived damaged, please provide our Customer Service team with photos of any damages. We will then share this with our courier DHL to open a claim on your behalf. Photos must feature the following:
To be eligible for a return:
It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service. Please ensure that the postal service you use covers the value of your Muc-Off order. Return shipping costs are non-refundable. If the item is being returned due to our error and this has been agreed by a Muc-Off customer service representative, then any postage will be reimbursed.
It can take 5 working days for your parcel to reach us dependent on the courier’s service that is used. Once we receive your parcel we will inspect and process your return within 2 working days. Any Refunds can take up to 3/5 days with your bank to appear in your account. You will receive an email update upon the completion for your return.
You are welcome to exchange your item if it is unsuitable, but to be eligible your purchase:
It is your responsibility to ensure that the item is returned to us in a safe and secure manner, we suggest that you use a recorded postal/courier service. Please ensure that the postal service you use covers the value of your Muc-Off order.
Return postage is at your own cost and risk. You have a legal obligation to take reasonable care of the goods while they are in your possession. Return shipping costs are non-refundable. If the item is being returned due to our error and this has been agreed by a Muc-Off customer service representative, then any postage will be reimbursed.
It can take 5 working days for your parcel to reach us dependent on the courier’s service that is used. Once we receive your parcel we will inspect and process your exchange within 2 working days. Any exchanges can take up to 5 days with your bank to appear in your account. You will receive an email update upon the completion for your exchange.
When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination.
You are responsible with ensuring to comply with laws and regulations of the country of destination. Muc-Off does not have any responsibility on these additional charges that may apply.
Please note that certain countries may require certain documentation before the items are sent. If the necessary information is not provided, this may result in delays in the order.
You are responsible for the additional costs such as duties, taxes, and customs clearance fees. Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.
Our policy does not allow for any of our face masks to be returned for hygiene and safety reasons.
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