Refund policy

Last Updated: September 26, 2026

At Muyva, we want you to love every piece you bring into your space. If something isn't right, we'll make it right.

Before You Order

A little time on the details before you buy saves the trouble of sending something back later. Every product page carries full dimensions, materials and care instructions, and we would rather you spend a minute with them than find out after delivery.

Worth checking:

Measure the space. Rugs, mats and sofa covers are the easiest thing to get wrong. Measure the floor area, or the back of your sofa, and compare it against the size guide on the page rather than estimating.
Check the height. Our faux trees run from 60cm to 210cm. The taller sizes need both ceiling height and floor space around them, and the recommended room size is listed on every product page.
Natural materials vary. Travertine, camphor laurel and other natural materials are cut rather than moulded, so grain, tone and veining differ from piece to piece. The one you receive will not match the photographs exactly. That is the nature of the material rather than a fault.
Screens shift colour. Tones can read differently depending on your device and the light in your room. Where an exact colour match matters.
Check fittings and limits. Shelves list a weight capacity, and lighting lists its mounting and power requirements. Both are worth a look before ordering.

30-Day Easy Returns

You have 30 days from the day you receive your order to return items.

To be eligible for a return, items must be:

Unused and in their original condition
Returned with original packaging, tags, and accessories

Our support team will assist you throughout the process.

Restocking Fee: $0 — we do not charge any restocking fees.

Return Policy Overview

Return Window: 30 days from the day you receive your order
Condition: Items must be unused and in original condition with all packaging, tags, and accessories
Easy Returns: Our support team will guide you through the process
Restocking Fee: None

Return Costs

Defective or Incorrect Products

There is no cost to the customer if the product:

Is incorrect
Is damaged by the carrier
Is defective in any way

Customer Remorse (Change of Mind)

The customer is responsible for the actual return shipping cost if:

The wrong item was ordered
The item does not fit
The item is no longer wanted

Original shipping costs are non-refundable.

Reporting a Damaged, Faulty or Incorrect Item

If your item arrives damaged, faulty, or is not what you ordered, please contact us at info@muyva.com within 7 days of delivery so we can put it right quickly.

To allow us to assess the issue and arrange your replacement or refund, please include clear photos or a short video showing:

The damage or fault itself, close up and in good light
The full item, so we can confirm which product and variant it is
The outer packaging and shipping label, if the item appears to have been damaged in transit

This allows us to resolve most claims without you having to pack and return the item at all, and lets us raise the matter with our carrier or supplier on your behalf. We will respond within 1–2 business days of receiving your photos.

Refund Process

Inspection: Once we receive your return, we will inspect the item to ensure it meets our return criteria.
Refund Timing: After approval, your refund will be processed. Please allow up to 7 business days for the refund to be initiated to your original payment method, depending on your bank or payment provider.

Exchanges

We accept exchanges. If you would like to exchange your item for a different size, colour, or product, please contact us at info@muyva.com and we will assist you with a quick exchange.

Order Not Delivered

If your order has not arrived within the expected delivery window, please contact us at info@muyva.com with your order number. We will investigate the situation with the carrier. If the package is confirmed lost, we will issue a full refund to your original payment method or send a replacement at no additional cost to you.

Non-Returnable Items

For hygiene and safety reasons, some items are not eligible for return. These products will be clearly marked as non-returnable on their product pages.

Changes to This Policy

We reserve the right to update this Return & Refund Policy at any time. Any changes will be reflected on this page with a revised Last Updated date. We encourage you to review this policy periodically. Continued use of our website following any changes constitutes your acceptance of the updated policy.