Refund policy

RETURN POLICY OVERVIEW:

AT MOUSANT, WE OFFER EXCHANGES INSTEAD OF RETURNS. YOU HAVE 7 DAYS FROM THE RECEIPT OF YOUR ITEM TO CONTACT US FOR AN EXCHANGE IF THE ITEM IS IN THE SAME CONDITION THAT YOU RECEIVED IT—UNWORN, UNUSED, WITH TAGS, AND IN ITS ORIGINAL PACKAGING.  

 

REFUNDS (STORE CREDITS):

WHILE WE DO NOT OFFER REFUNDS, IF YOUR EXCHANGE IS APPROVED, YOU WILL RECEIVE STORE CREDIT FOR THE AMOUNT OF YOUR ORIGINAL PURCHASE. THIS CREDIT WILL BE SENT TO YOU VIA EMAIL WITH A CODE THAT CAN BE APPLIED AT CHECKOUT. IF YOU ENCOUNTER ISSUES WITH YOUR STORE CREDIT, PLEASE CONTACT US AT HOLA@MOUSANT.COM

 

DAMAGES AND ISSUES:

PLEASE INSPECT YOUR ORDER UPON RECEPTION. Our products are crafted with high-quality materials and inspected before dispatch. We stand behind the quality of our products with a warranty against manufacturing defects.

IF THE ITEM IS DEFECTIVE, DAMAGED, OR IF YOU RECEIVE THE WRONG ITEM, IMMEDIATELY CONTACT US SO THAT WE CAN EVALUATE THE ISSUE AND MAKE IT RIGHT.

 

STARTING AN EXCHANGE:

TO INITIATE AN EXCHANGE, PLEASE CONTACT OUR CUSTOMER CARE TEAM AT HOLA@MOUSANT.COM. NOTE THAT ITEMS SENT BACK TO US WITHOUT FIRST REQUESTING AN EXCHANGE WILL NOT BE ACCEPTED. PLEASE SEND ITEMS BACK TO OUR CENTRAL WAREHOUSE IN MEXICO CITY; WE WILL PROVIDE THE EXACT ADDRESS UPON YOUR EXCHANGE REQUEST.

 

ACCEPTED RETURNS AND SHIPPING:

IF YOUR EXCHANGE IS ACCEPTED, WE WILL SEND YOU AN EMAIL WITH INSTRUCTIONS ON HOW AND WHERE TO SEND YOUR PACKAGE. CUSTOMERS ARE RESPONSIBLE FOR ALL SHIPPING COSTS ASSOCIATED WITH THE RETURN UNLESS THE RETURN IS DUE TO A QUALITY DEFECT. IN CASES OF QUALITY DEFECTS, WE WILL COVER THE SHIPPING COSTS FOR THE EXCHANGE OR FOR ISSUING STORE CREDITS.

 

EXCEPTIONS / NON-EXCHANGEABLE ITEMS:

WE OFFER EXCHANGES ONLY IF THEY ARE REQUESTED WITHIN 7 BUSINESS DAYS OF DELIVERY. EXCHANGES CAN BE MADE FOR QUALITY DEFECTS, OR IF YOU WISH TO CHANGE THE COLOR OR SIZE OF THE ITEM. IF ELIGIBLE FOR AN EXCHANGE, YOU WILL RECEIVE STORE CREDIT TO USE FOR A FUTURE PURCHASE.

 

HERE'S HOW TO APPLY YOUR STORE CREDIT IN YOUR NEXT ORDER:

 

  1. RECEIVE YOUR STORE CREDIT: AFTER THE EXCHANGE PROCESS IS COMPLETED AND ACCEPTED, WE'LL SEND YOU AN EMAIL WITH A UNIQUE STORE CREDIT CODE ASSOCIATED WITH YOUR ACCOUNT.
  2. SHOP FOR NEW ITEMS: BROWSE OUR WEBSITE AND SELECT THE ITEMS YOU WOULD LIKE TO PURCHASE.
  3. APPLY YOUR STORE CREDIT AT CHECKOUT: DURING THE CHECKOUT PROCESS, ENTER THE PROVIDED STORE CREDIT CODE. THE VALUE OF THE CREDIT WILL BE DEDUCTED FROM THE TOTAL COST OF YOUR NEW PURCHASE.
  4. COMPLETE YOUR PURCHASE: IF THE TOTAL OF YOUR NEW PURCHASE EXCEEDS THE VALUE OF YOUR STORE CREDIT, YOU CAN PAY THE REMAINING BALANCE WITH AN ADDITIONAL PAYMENT METHOD.

 

PLEASE MAKE SURE TO USE YOUR STORE CREDIT WITHIN THE VALIDITY PERIOD SPECIFIED IN THE EMAIL CONTAINING THE CREDIT DETAILS. IF YOU HAVE ANY ISSUES APPLYING YOUR STORE CREDIT, PLEASE DON'T HESITATE TO CONTACT OUR CUSTOMER SERVICE TEAM AT HOLA@MOUSANT.COM FOR ASSISTANCE.