Refund policy

Return & Refund Policy

We want every MusttBuy order to arrive right. If something's wrong with your item, here's how we'll take care of it.

The short version

  • ✅ We accept returns for damaged, defective, or incorrect items reported within 30 days of delivery
  • 📸 Clear photo or video proof is required to approve a claim
  • ↩️ For non-defect returns, the buyer covers return shipping and a $10 restocking fee applies
  • 💳 Approved refunds go to your original payment method after a quality check
  • ❗ We do not accept returns for wrong size or change of mind — please check the size guide before ordering

What's covered

Damaged products

  • Full refund or replacement for items damaged in transit, reported within 30 days of delivery.
  • Photo or video proof is required. We'll provide a return label where applicable.

Incorrect or missing products

  • If you receive the wrong item or part of your order is missing, we'll issue a full refund or replacement.
  • Claims require clear photo or video proof. We'll provide a return label where needed.

Warranty (defects)

  • Coverage begins on your delivery date.
  • An item is "defective" if it has a material or workmanship flaw that prevents normal use.
  • Warranty is valid only in the country where the product was purchased.

Return eligibility

To be accepted, a return must meet all of the following:

  1. Requested within 30 days of delivery
  2. In original condition with tags and hygiene seals intact
  3. No signs of wear (stains, odor, deodorant or tan marks, etc.)
  4. Accompanied by proof of purchase
  5. Return shipping paid by the buyer (for non-defect returns)
  6. Subject to a $10 restocking fee (for non-defect returns)

Not eligible for return or refund

For hygiene and fairness, we can't accept returns or refunds for:

  • Wrong size chosen or change of mind (returns accepted only for defective items — please use our size guide)
  • Items worn, washed, altered, or damaged after delivery
  • Items missing tags, packaging, or hygiene seals
  • Items with stains, odors, or signs of use
  • Final sale / clearance items (where applicable)

Non-returnable items

  • Bodysuits, lingerie, underwear
  • Jewelry, accessories, cosmetics
  • Pet products and customized items
  • Free gifts and promotional items
  • Electronics that have been used, activated, or returned incomplete

Electronics

  • Must be returned new, unused, and in original packaging.
  • If defective on arrival or within 30 days (not due to misuse), we offer a return or replacement.
  • Returns missing parts, manuals, or packaging — or showing tampering or damage — will be rejected.
  • We can help with manufacturer warranty claims where applicable.

Order delays

If your order is in transit, pending, or without tracking updates for longer than:

  • 45 days (U.S. orders)
  • 60 days (other countries)
  • 110 days (Brazil)

…we'll issue a full refund or resend the item. Some methods and destinations may vary.

Delivered orders

  • If tracking confirms delivery, MusttBuy isn't liable for non-receipt claims.
  • If you believe a confirmed-delivered package wasn't received, a non-delivery certificate from your local post office is required to process a claim.

Order cancellations

  • Orders can be fully refunded before processing and shipping begins.
  • Print-on-demand and pre-order items can't be cancelled once payment is completed.

Buyer-paid return shipping applies when:

  • Returning items for reasons unrelated to a defect
  • Warranty claims made outside the original country of purchase
  • Accidental or personal returns
  • Items found to be functional after inspection

Refund process

  • Refunds are issued after the item passes our quality check.
  • Processed within 7 business days of approval, to your original payment method.
  • Original shipping fees are non-refundable.
  • Depending on your bank or provider, it may take an extra 3–5 days to appear.

Important notes

  • All photo/video evidence must be clear and detailed.
  • We may deny claims where evidence is insufficient or appears fraudulent.
  • Do not ship returns to the sender address on the package — we'll provide the correct return address after your request is approved.
  • Please make sure returned items match the items listed in your request; we can't process products not purchased from MusttBuy.
  • We reserve the right to refuse returns from accounts that return excessively or abusively.

For any return issue, contact info@musttbuy.com within 30 days of delivery.

This policy does not limit or exclude any rights you may have under your local consumer protection laws.