Refund Policy
Muse Gala operates under a strict no-refund policy for change-of-mind bookings, incorrect sizing, or dissatisfaction with style. Each garment is reserved exclusively for your selected rental period, which means lenders may forgo other bookings once your order is confirmed.
However, in limited circumstances, a refund or credit may be considered. These are outlined below.
1. Eligible Refund Scenarios
Item Did Not Arrive
- If your rental does not arrive by the scheduled rental start date and no suitable replacement can be provided, a full refund will be issued.
- Shipping and insurance fees are non-refundable.
Item Arrived Damaged or Incorrect
If the item arrives heavily stained, damaged, unwearable, or is not the item or size you ordered, and no suitable alternative is available:
- You must notify Muse Gala within 24 hours of delivery
- Supporting photographic evidence is required
Possible outcomes:
- A full or partial refund
- A Muse Gala credit
- A rescheduled rental
Items must be unworn to be eligible. Refunds will not be granted for worn items.
Booking Canceled by Muse Gala or Lender
If your order is canceled due to availability or unforeseen issues on the part of Muse Gala or the lender, a full refund will be processed automatically.
2. Non-Refundable Scenarios
Refunds will not be issued in the following cases:
- Change of mind after booking
- Incorrect fit or style preference
- Failure to try on garment before booking (if available)
- The garment was not worn during the rental period
- Late return or misuse of the item
- Failure to collect the item within the pickup window
3. Refund Processing
If a refund is approved:
- It will be processed within 5–7 business days
- Funds returned to the original payment method
- Email confirmation once refund is issued
4. Store Credit
Customers may opt for store credit instead of a refund. Store credits:
- Valid for 12 months from issue date
- Applicable to any Muse Gala rental
- Non-transferable & non-refundable once issued
5. Submitting a Refund Request
To request a refund:
- Log in to your account and submit a support ticket within 48 hours
- Include order number, explanation, and photos if relevant
- Muse Gala responds within 2 business days
6. Important Notes
- Refunds are case-by-case, aligned with Muse Gala policies & Australian Consumer Law.
- Abuse of the refund process or excessive requests may result in account restrictions.
Summary — Muse Gala maintains a fair refund process that balances customer protection with lender commitments.