Refund policy

Every order from Muceno should feel like the right call. If a piece doesn't work out, this policy explains how returns and refunds are handled.

1. Contact Details

Store name: Muceno
Address: 1045 E Versace Way, Phoenix, AZ 85048, United States
Email: support@muceno.com
Phone: +1 (520) 900-1663
Customer service hours: Monday to Friday, 8:30 AM to 5:30 PM and Saturday, 10:00 AM to 2:00 PM (Arizona time, MST)

We answer every message within one business day.

2. Where Orders Ship From and Return To

Muceno is based in Phoenix, Arizona and serves customers across the United States. Our garments are dispatched through international fulfilment partners and warehouses, so the address your parcel ships from will usually be different from our registered business address, and approved returns may be routed to an international returns facility. We will give you the correct return address when we approve your Return Authorisation. Please do not post anything to our business address unless our support team tells you to.

3. Thirty Days to Decide

You have 30 days from the day your order is delivered to request a return. To qualify, the item must be unworn, unwashed and undamaged, with all original tags attached and in its original packaging, and you will need your order number or receipt as proof of purchase. Requests made after the 30-day window may not be accepted.

4. Starting a Return

Email support@muceno.com with your order number and a short note on why you are returning the item. We will review your request and get back to you within 1 to 2 business days. If it is approved, you will receive a Return Authorisation together with instructions and the return address. Please ship the item within 7 days of approval. Parcels sent back without a Return Authorisation may not be accepted.

5. Who Pays for Return Shipping

If your item arrives faulty, damaged in transit, or is not what you ordered, let us know within 48 hours of delivery and attach photos showing the problem. Once we have reviewed it, we will send a replacement or refund you in full at no cost to you. If you have simply changed your mind or ordered the wrong size or colour, the cost of return shipping is yours to cover, and the parcel must be sent with a tracked service.

6. When You Will Be Refunded

As soon as your return reaches us and passes inspection, we will email you to confirm. Refunds are released within 7 business days of that inspection and go back to the payment method you used at checkout. Your bank or card provider may take a few additional days to show the funds in your account.

7. Exchanges

Need a different size or colour? Contact support and we will approve the return as normal; once it is approved, place a fresh order for the replacement so it ships without delay. Exchanges follow the same eligibility rules as returns.

8. Cancelling an Order

You can cancel for a full refund at any time before your order has shipped. Once it is on its way, you will need to wait for delivery and then follow the return steps above. To cancel, email support@muceno.com as soon as possible.

9. Items We Cannot Take Back

For hygiene reasons we cannot accept returns of underwear, swimwear or socks once the packaging has been opened, and personalised or custom-made pieces are not returnable unless faulty.

10. Your Consumer Rights

Nothing in this policy takes away rights you have under the consumer protection laws that apply to you. Customers in the United States are protected by federal consumer law and the consumer protection laws of their state. These laws give you additional remedies where goods are faulty or not as described.