Refund policy

Return & Refund Policy

We want you to feel confident ordering from Mua Wellness. Because our products are consumable supplement products, we follow specific return guidelines to protect product quality, safety, and customer trust.

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

Return Eligibility

To be eligible for a return, supplement products must be:

  • Unopened
  • Unused
  • Untorn
  • Sealed in their original packaging
  • In the same condition that you received them
  • Accompanied by a receipt or proof of purchase

Because our supplement packaging is designed to be torn open before use, any pouch, stick pack, or supplement product that has been torn, opened, punctured, tampered with, or partially consumed is considered opened and cannot be returned for resale.

For health and safety reasons, we cannot accept returns on opened supplement products, unless the item is damaged, defective, incorrect, or has a verified quality issue.

To start a return, please contact us at marketing@muawellness.com.

Returns will need to be sent to the following address:

[INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you return instructions, including how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions at marketing@muawellness.com.

Opened or Torn Packaging

Mua Wellness supplement products are packaged for single-use or sealed freshness. Once the packaging has been torn open, opened, punctured, or otherwise broken, the product is no longer eligible for a standard return.

This includes:

  • Opened pouches
  • Torn stick packs
  • Opened stick pack boxes or bags
  • Products with broken seals
  • Products that have been partially used or consumed
  • Products that appear tampered with

However, if you opened your product and believe there is a quality, safety, damage, or fulfillment issue, please contact us at marketing@muawellness.com so we can review your concern.

Depending on the situation, we may offer a replacement, refund, or store credit.

Damages, Defects, Wrong Items, or Quality Issues

Please inspect your order as soon as it arrives.

Contact us immediately at marketing@muawellness.com if your item is damaged, defective, leaking, missing items, or if you received the wrong product.

Please include:

  • Your order number
  • A brief description of the issue
  • Photos of the product, packaging, and shipping box if applicable

Once we review the issue, we’ll work to make it right through a replacement, store credit, or refund when appropriate.

Taste Preference

Because Mua Wellness products are consumable supplements, we cannot accept returns on opened products due to taste preference.

If you are trying Mua for the first time, we recommend starting with a smaller bundle or variety option when available.

Non-Returnable Items

The following items are not eligible for return:

  • Opened, torn, or used supplement products
  • Products with broken seals or damaged original packaging not caused by shipping
  • Partially consumed products
  • Final sale items
  • Gift cards
  • Promotional or giveaway items
  • Items purchased from unauthorized third-party sellers
  • Apparel or merchandise that has been worn, washed, damaged, or altered

If you have questions about whether your item qualifies for a return, please contact us before sending it back.

Apparel and Merchandise Returns

For non-consumable items such as apparel, hats, bottles, or merchandise, items must be unused, unworn, unwashed, and in their original condition with tags or original packaging when applicable.

Returns are subject to approval after inspection.

Exchanges

The fastest way to get a different item is to request a return for the item you have. Once the return is accepted, you can place a separate order for the new item.

For damaged, defective, incorrect, or quality-related issues, we may offer a replacement instead of requiring a new purchase.

Preorders

Preorder purchases may be canceled before the order has shipped. Once a preorder has shipped, it will follow our standard return policy.

If your preorder includes supplement products, those products must be unopened, unused, untorn, and sealed to be eligible for return.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

For supplement products, items must be unopened, unused, untorn, sealed, and in their original packaging to be eligible for return. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return. We’ll let you know whether the refund was approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please remember that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at marketing@muawellness.com.

Shipping Costs

Original shipping costs are non-refundable unless the return is due to our error, such as a damaged, defective, incorrect, or missing item.

Return shipping costs may be the responsibility of the customer unless otherwise approved by Mua Wellness.

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Due to the nature of consumable supplement products, opened, torn, or used items cannot be returned unless they arrive damaged, defective, incorrect, or have a verified quality issue.