Thank you for shopping with MUSSO. We strive to offer high-quality ergonomic products and exceptional service. Please read our Return & Refund Policy carefully before making a purchase.
14-Day Return Policy. We offer a 14-day return policy starting from the date you receive your product(s).
To be eligible for a return under this policy, you must contact our customer support team within 14 calendar days of receiving your item, and the product must be returned to us without undue delay once the return is authorized.
General Return Conditions
To ensure a smooth return process, please note the following conditions:
• Original & Unassembled Condition Required: Products must be returned in their original, complete packaging, including all manuals and hardware. • Installed/Used Products: Once a chair has been assembled, installed, or used, it is strictly non-returnable and non-refundable as we cannot re-sell installed or open-box ergonomic products for safety and quality assurance reasons. Such requests will be directed to our After-Sales Warranty service instead. • Return Shipping Costs: Return shipping fees and logistics are to be borne entirely by the buyer, unless the return is due to a verified, unresolved major manufacturing defect.
Missing or Damaged Parts upon Arrival
If your product arrives with missing or damaged accessories/parts, we will provide free replacement parts to resolve the issue promptly. Missing or damaged parts upon delivery do not automatically qualify the item for a full product return if the issue can be resolved with replacement components.
Major Product Defects & Warranty Replacements
If there is a major manufacturing defect in the product (i.e., a structural or functional failure that renders the product unusable and cannot be resolved by providing replacement parts), we will support either a full return or a replacement with a new chair.
DTI Compliance & Disclaimer on Personal Comfort
• DTI Regulation Compliance: In accordance with the Consumer Act of the Philippines (R.A. 7394) and Department of Trade and Industry (DTI) guidelines, mandatory returns and refunds do NOT apply to a "Change of Mind" or subjective personal preferences (including, but not limited to, individual comfort level, seating firmness, or aesthetic preference) once the product has been delivered as ordered. • Subjective Comfort & Showroom Recommendation: Sitting comfort is highly subjective and depends on individual posture, body proportions, and seating habits. A personal feeling of discomfort does NOT constitute a product defect or description discrepancy. We strongly encourage customers to visit our official Showroom locations to test and experience our products prior to purchasing online.
How to Request a Return
To initiate a return:
• Contact our online customer service or send an email to our support team. • Provide your Order Number (as proof of purchase) and a clear explanation/photos of the reason for the return. • Our support team will review your request and provide you with return instructions and warehouse address details if authorized.
Inspection & Refund Process
• Inspection: Upon receiving your returned product at our warehouse, our quality assurance team will inspect its condition and verify that the packaging and item are undamaged and in original condition. • Refund Approval: Once approved, your refund will be automatically processed and credited back to your original payment method (e.g., credit card). Processing times may vary depending on your bank/card issuer. • Partial Refunds: If a returned product is found to be damaged, missing original packaging/parts, or not in its original salable condition, MUSSO reserves the right to issue only a partial refund or reject the return altogether, determined on a case-by-case basis depending on the severity.
Shipping & Delivery Disclaimer
All packages are shipped without a mandatory signature requirement for delivery. MUSSO is not responsible for lost or stolen packages once marked as delivered by the carrier. If you require a signature requirement upon delivery, it is available for an additional fee at checkout.