Refund & Exchange Policy
Last Updated: 12 September 2026
At Legacy Muse, every product is carefully inspected and packed before dispatch. Due to the personal and hygienic nature of innerwear, returns and exchanges are accepted only under the conditions stated below.
1. Hygiene Policy
For hygiene and safety reasons, innerwear and intimate products cannot be returned or exchanged once:
- The original packaging or hygiene seal has been opened or removed
- The product has been tried on, worn, washed, or altered
- Tags, labels, or original packaging are missing
- The product contains stains, marks, odour, hair, or signs of use
Please check the size chart and product details carefully before placing your order.
This restriction does not apply when you receive a defective, damaged, incorrect, or incomplete product.
2. Size Exchange
A size exchange may be requested within 7 days of delivery, provided that:
- The product is completely unused and unwashed
- The original hygiene seal remains intact
- All tags, labels, and packaging are available
- The requested replacement size is in stock
- The product was not purchased under a non-exchangeable or final-sale offer
The customer will be responsible for the return and re-shipping costs for a size exchange.
Only one size exchange is permitted per order. If the requested size is unavailable, we may offer store credit or another suitable resolution.
3. Damaged, Defective or Incorrect Products
Please contact us within 48 hours of delivery if you receive:
- A damaged product
- A manufacturing defect
- An incorrect product, size, or colour
- An incomplete order
- A package with missing items
Please provide:
- Your order number
- Clear photographs of the product
- Photographs of the outer and inner packaging
- A continuous unboxing video showing the sealed package being opened
- A brief description of the issue
The unboxing video should be recorded without cuts, pauses, or edits and should clearly show the shipping label and complete package.
After verification, we may offer a free replacement, exchange, store credit, or refund, depending on product availability and the nature of the issue.
4. Products Not Eligible for Return or Exchange
A return or exchange will not be accepted if:
- The request is submitted after the applicable time limit
- The hygiene seal or original packaging has been opened
- The product has been tried on, worn, washed, or altered
- Tags or labels have been removed
- The product is stained, damaged, or used
- The customer selected an incorrect size, colour, or variant and the product has been opened
- Damage occurred because of improper washing, storage, or handling
- The product was purchased during a final-sale or non-returnable promotion
- The product was received as a free gift
- The item was purchased from an unauthorised third-party seller
Minor colour differences caused by photography, lighting, or screen settings will not be considered a defect.
5. Change of Mind
We do not provide refunds for change of mind, personal preference, or accidental selection.
An eligible unopened product may qualify for a size exchange, subject to the conditions of this Policy.
6. Return Approval Process
Products must not be sent back without receiving return approval from Legacy Muse.
To submit a request:
- Contact us within the applicable return or exchange period.
- Share your order number and supporting photographs or video.
- Wait for confirmation from our customer-support team.
- Follow the return instructions provided by us.
- Pack the approved product securely in its original packaging.
Products sent without approval may not be accepted and may be returned to the customer.
7. Return Shipping
For an approved size exchange or customer-requested exchange, return and re-shipping charges will be paid by the customer.
If we confirm that the product delivered was damaged, defective, incorrect, or incomplete, Legacy Muse will bear the reasonable return or replacement shipping cost.
We recommend using a trackable courier service. Legacy Muse will not be responsible for a return parcel that is lost or damaged before reaching us.
8. Inspection
Every returned product will undergo a quality and hygiene inspection.
Approval of a return or exchange request does not guarantee acceptance of the returned product. If the product fails inspection or does not meet the eligibility conditions, the request may be rejected.
In such cases, the product may be shipped back to the customer after payment of the applicable delivery charges.
9. Refunds
Once an eligible return is received and approved, the refund will be initiated within 5–7 business days.
Refunds for prepaid orders will normally be processed to the original payment method.
For Cash on Delivery orders, an approved refund may be processed to the customer’s bank account or UPI ID after the required details are provided and verified.
Banks and payment gateways may take an additional 5–10 business days to reflect the refunded amount.
Original shipping charges, Cash on Delivery charges, return-shipping charges, and other non-refundable fees will not be refunded unless the order was incorrect, defective, damaged, or incomplete due to an error by Legacy Muse.
10. Order Cancellation
You may request cancellation before the order has been packed or dispatched.
Once an order has been processed, packed, or handed over to the courier, it cannot normally be cancelled.
If an eligible prepaid order is cancelled before dispatch, the refund will be processed to the original payment method.
Legacy Muse reserves the right to cancel an order due to product unavailability, payment failure, incorrect pricing, suspected fraud, or an unserviceable delivery location. If payment has already been received, the eligible amount will be refunded.
11. Refused or Undelivered Orders
If an order is refused at delivery or cannot be delivered because of an incorrect address, unavailable recipient, unreachable phone number, or repeated failed delivery attempts, additional shipping charges may apply for re-dispatch.
Repeated refusal of Cash on Delivery orders may result in COD being disabled for future purchases.
12. Contact Us
For returns, exchanges, damaged-product reports, or refund assistance, contact:
Legacy Muse
Home No. 78, Maharajganj
Balrampur, Chhattisgarh – 497119
India
Email: muselegacy18@gmail.com
Phone: +91 95896 91992
Website: www.legacymuse.in
Please mention your order number in every return, exchange, or refund request.
