Refund policy

Last Updated: May 20, 2026

At Muvia, we want you to be completely satisfied with your purchase. If you are not satisfied, we are here to help. To ensure a smooth experience, please review our return and refund guidelines below.

1. Return Period

You have 30 days from the date your item was delivered to request a return. After this 30-day window, we unfortunately cannot offer you a refund or exchange.

2. Circumstances for Returns & Refunds

We provide clear processes for the following scenarios to ensure you are always protected:

  • Faulty or Damaged Items: If your item arrives damaged or defective, please contact us at info@muviaofficial.com immediately. We will provide a replacement or a full refund at no extra cost to you.

  • Wrong Product Received: If you receive an item different from what you ordered, contact us within 30 days. We will send the correct item and provide a prepaid label to return the incorrect one.

  • Item Never Arrived: If your tracking information shows "delivered" but you haven't received it, or if the estimated delivery date has passed by 7 days with no update, contact us. We will investigate with the carrier and offer a reshipment or a full refund.

  • Change of Mind: We accept returns if you simply changed your mind, even if the item has been used, as long as it has not been damaged, altered, or modified in any way.

  • Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  • Cancellations: Orders can be cancelled within 24 hours of being placed for a full refund. After this period, your order may already be processed or shipped and can no longer be cancelled directly.

    If your order has already been processed or dispatched, you will need to wait until the item is delivered and then follow our standard Return & Refund Policy to request a return, refund, or exchange. Free return shipping and prepaid return labels are provided for all eligible returns.

3. Missing Original Packaging

While all our products are shipped in official packaging, we understand that you may have discarded or damaged the original box or bag after opening your order.

  • We accept returns even if the original packaging is missing. If you no longer have the original packaging, please reach out to info@muviaofficial.com for specific instructions on how to safely package the item for its return journey.

  • Returning an item without its original packaging is still Free of Charge, and we will still provide a prepaid return label.

4. Process for Requesting a Refund or Return

  1. Contact us: Email info@muviaofficial.com with your order number and the reason for the return.

  2. Approval: Our team will respond within 24 hours (during business hours) with approval and instructions.

  3. Ship the item: * Method of Return: All returns must be sent by mail.

    • Return Labels: We provide a prepaid return label via email for all valid returns (Faulty, Damaged, Wrong Product, Change of Mind, or Missing Packaging). There is no cost to the customer for the return shipping label.

5. Fees

  • Restocking Fees: There are no restocking fees for any returns.

  • Return Shipping Fees: We provide Free Returns on all orders. We cover the full cost of return shipping for all circumstances listed in this policy.

6. Refund Timeframe

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Processing Time: Approved refunds are processed immediately upon inspection.

  • Time to Receive Refund: It typically takes 10 days for the refund to reflect in your bank account or on your credit card (including Visa, Mastercard, or Amex).

7. Contact Information

For all inquiries regarding your order or this policy, please reach out to us:

  • Store Name: Muvia | Operated by: AMIROV LTD | Company No. 16394279

  • Email: info@muviaofficial.com

  • Phone: +447476947278

  • Address: Office 12382 182-184 High Street North East Ham London E6 2JA United Kingdom

Customer Support Hours: Monday – Friday: 8:00 AM – 7:00 PM (UK Time) Saturday – Sunday: 9:00 AM – 4:00 PM (UK Time)

We aim to respond within 24 hours during our business hours.