Returns & refunds

Every mutaé object is carefully made and inspected before dispatch. If you need to return an object or report a problem, the conditions below explain how we handle returns, order issues, defects, and refunds. This policy forms part of our Terms & Conditions.

1. Returning an Object in Original Condition

ELIGIBILITY

You may request a return within 14 calendar days of delivery. This applies to in-stock and standard made-to-order objects.

To qualify, the object must:

not be used or carried beyond what is necessary to inspect it;
remain in its original condition and appearance;
include all original components supplied with the object or set, including CORE where applicable, form, strap, accents, hardware, and any other parts;
include original packaging where it forms part of the presentation, and proof of purchase (order confirmation or payment receipt).

EXCHANGES

Outside cases where applicable law requires otherwise, mutaé does not offer direct exchanges as a separate service.

If you would like a different object, you may return an eligible object in accordance with this policy and place a new order separately. The new order will be subject to the price, availability, production time, and shipping cost applicable at the time it is placed.

This does not limit any mandatory rights to exchange, replace, return, or request another remedy under applicable Ukrainian law.

Orders received with an incorrect object or incomplete components are handled as mutaé errors and are not treated as exchanges.

RETURN PROCESS AND SHIPPING

Email mutaeconcept@gmail.com before sending anything back. Include your order number and state that you want to return the object. We will respond within 3–5 working days and, if eligible, provide return instructions and the address.

Do not send any item without written instructions. We may refuse parcels sent without a return reference or sent cash on delivery if we cannot identify or accept them.

Where required by Ukrainian law, mutaé will arrange or reimburse the agreed standard return method. Original shipping costs are not refunded unless required by law or the return results from a mutaé error. We do not reimburse additional services, express shipping, or any costs not approved in advance.

INSPECTION

All returned objects are inspected on arrival. If an object does not meet the eligibility conditions, it will not qualify as a return in original condition. We will share the inspection result and agree on next steps, including any applicable redelivery costs, individually.

2. Problems Identified on Delivery

INCORRECT OBJECT, INCOMPLETE ORDER, OR TRANSIT DAMAGE

If you receive the wrong object, a missing component, or visible transit damage, you must notify us within 24 hours of delivery. Include your order number, a description of the issue, photos, and a short video. Keep all packaging for inspection and carrier claims.

Whenever possible, inspect the parcel before accepting it. If the parcel or object appears damaged, ask the carrier to record the damage before you leave the collection point or accept courier delivery.

If a component is missing, we will send it after confirming the issue.
If we sent the wrong object or component, we will arrange return at our expense and ship the correct item once the return is arranged.
Once a parcel has been accepted for transport, the carrier is responsible for its physical safekeeping during transit under the carrier's terms and applicable law. mutaé will assist with or submit the claim, but any replacement, reproduction, refund, or other resolution for carrier-caused damage is considered after the carrier or insurer officially confirms the claim. The 24-hour reporting window is required to preserve evidence and does not limit mandatory consumer rights. Full details are provided on our Shipping & Duties page.

3. Defective Objects

If you believe an object has a defect, email mutaeconcept@gmail.com with your order number, a clear description of the issue, photos, and a short video. We may request the object for physical inspection before confirming the claim.

Claims concerning defective objects and any available remedies are handled in accordance with mandatory Ukrainian consumer protection law.

Natural variations in leather grain, shine, or tone; minor variations in hand assembly that do not affect function or durability; and differences caused by lighting, photography, or display settings are characteristics of the object and are not considered defects.

4. Refunds

WHEN A REFUND MAY APPLY

A refund may apply for:

eligible returns under Section 1;
defective objects where a refund is required by Ukrainian law;
mutaé errors where we cannot supply the correct order.

AMOUNT, CURRENCY, AND THIRD-PARTY COSTS

Base prices and the order total at checkout are in Ukrainian hryvnia (UAH). For an international bank transfer, we may issue an invoice in US dollars (USD) after the order is placed. The amount and currency of that payment are specified in the invoice before payment. Refunds are processed in Ukrainian hryvnia (UAH). The refund amount is set in UAH based on the original transaction and applicable Ukrainian law.

Prices shown on the Website in USD, EUR, or other currencies are estimates; this does not apply to the amount stated in a USD invoice. The final amount received may differ due to exchange rates, bank conversion rules, payment network rules, or fees. mutaé does not control or reimburse these differences unless required by law.

Import duties, taxes, brokerage fees, and other third-party charges are not collected by mutaé and are not refundable. Customers must contact the relevant authority or provider for possible reimbursement.

Original shipping costs are not refunded unless required by law or the return results from a mutaé error.

REFUND TIME

After we receive and approve the return, refunds are issued to the original payment method within 14 calendar days. Banks or payment providers may require additional processing time.