Refund & Returns Policy

Effective Date: 11th May 2025

Last Updated: 11th May 2025

At Muze, we take great pride in producing premium, custom-made furniture crafted to your exact specifications. Because of the bespoke nature of our products, we have a tailored returns and refund policy aligned with both the Consumer Protection Act, 68 of 2008 (South Africa) and Google Merchant Center requirements.

1. Return Eligibility

We accept returns only for items that are defective or not as described. Unfortunately, we do not accept returns due to:

• Change of mind
• Incorrect measurements provided by the customer
• Aesthetic preferences (colour, texture, fabric, size, etc.)

Custom-made goods are exempt from general return rights under Section 20(3)(b) of the CPA.

2. Return Window

If your item arrives damaged or defective, please notify us within 7 days of delivery.

3. Return Shipping Costs

If your return is due to a manufacturing defect or delivery damage, we will cover the full cost of return shipping.

For all other cases, return shipping is not applicable as returns are not accepted.

4. How to Initiate a Return

To request a return, please:

• Email hello@muze.co.za within 7 days of delivery.
• Include your order number, a description of the issue, and clear photos of the item.
• Our support team will assess your claim and respond within 2–3 business days.
• If the return is approved, we will arrange collection at our cost and either repair, replace, or remake the product depending on the issue.

5. Order Cancellations

Orders may be cancelled within 48 hours of placement, provided production has not yet begun.

After this period, your 50% deposit becomes non-refundable due to materials procurement and production scheduling.

Orders cannot be cancelled once production has commenced.

6. Items Not Eligible for Return

We do not accept returns under the following circumstances:

• Incorrect measurements provided by the customer
• Variations in colour, texture, or finish due to natural material differences or screen displays
• Damage caused by misuse, improper care, or normal wear and tear
• Items left unclaimed for more than 30 days after balance payment is due

7. Warranty & Guarantee

All Muze furniture is backed by:

• A Lifetime Frame Guarantee (covering the wooden frame under normal use)
• A 1-Year Warranty on upholstery and finishes (for workmanship or material defects)

To initiate a warranty claim, email hello@muze.co.za with your order number and issue details.

8. Legal Compliance

This policy complies with the Consumer Protection Act, 2008 (CPA) and outlines your rights and our obligations under South African consumer law.

More information is available at the National Consumer Commission.

9. Contact Us