At Museo Co, we stand behind the products we distribute and want you to feel confident in your purchase. We do offer refunds; however, refund eligibility is not guaranteed for all orders. Refunds may be subject to review and may vary by brand, product type, and the reason for the request.
By placing an order on museoco.com, you agree to the terms below.
1) 30-Day Satisfaction Review Window
You may request a return or refund within 30 days of your purchase date (based on the date the order was placed).
All refund and return requests are reviewed before approval. Some brands or products may have different return rules or may be final sale due to manufacturer or hygiene/safety restrictions.
2) Non-Returnable / Non-Refundable Items
For safety, hygiene, compliance, and brand restrictions commonly associated with health and beauty products, the following are typically not eligible for return or refund (unless required by law or approved in writing by Museo Co):
- Opened or used health/beauty products
- Items with broken seals, missing packaging, or altered labels
- Final sale, clearance, or promotional items (if marked as such)
- Gift cards (if applicable)
- Products refused due to customer preference after opening/using (for example, scent preference, skin/hair reaction after use, or “changed mind” once opened)
If a specific brand has stricter rules, those rules will apply.
4) Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us as soon as possible so we can resolve it.
To help us review quickly, please email:
- Your order number
- A clear description of the issue
- Photos of the item, packaging, and shipping box (if applicable)
If approved, we may offer (as appropriate): a replacement, exchange, store credit, or refund depending on the brand and availability.
5) How to Start a Return (Return Process)
To initiate a return request, email us at support@museoco.com with:
- Your order number
- The item(s) you want to return
- The reason for the return
- Any supporting details/photos (especially for damage/defects)
If your return is approved, we will send you return instructions. Do not send items back without approval and instructions, as this may delay or prevent processing.
6) Refund Review & Processing
Once we receive your returned item, it will be inspected to confirm it meets eligibility requirements and/or brand conditions.
You will receive an email confirming:
- We received your return, and
- Whether your refund is approved or rejected
If approved, your refund will be issued to the original payment method. Processing times vary by payment provider and bank, but refunds are typically reflected within 5–10 business days after approval (some banks may take longer).
7) Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again
- Contact your credit card company (refunds can take time to post)
- Contact your bank (processing times vary)
- If you’ve done the above and still need help, email us at support@museoco.com
8) Exchanges
We only replace items if they are defective, damaged, or incorrect (subject to review and brand rules). If an exchange is approved, we typically exchange for the same item (or the closest available equivalent if the item is out of stock).
To request an exchange, email support@museoco.com with your order number and details/photos.
9) Return Shipping Costs
If your return is approved, you are generally responsible for return shipping costs, unless the return is due to our error (for example, incorrect item shipped) or the item arrived damaged/defective and we approve a return shipping exception.
We recommend using a trackable shipping service and/or purchasing shipping insurance for returns, especially for items over $75, because we cannot guarantee receipt of returned packages.
10) Policy Changes
This Refund & Return Policy may be updated at any time. Changes will be posted on this page with an updated effective date.