Refund Policy

At Musa Rota, we strive to provide quality products and ensure customer satisfaction. We understand that there may be circumstances where you wish to return a purchased item. Below is our Refund Policy, which outlines the procedures and requirements for product returns.


Return Conditions

1.1. Return period: The buyer has a maximum of 14 days from the receipt of the product to request a return. Unfortunately, we will not be able to accept returns after this period.

1.2. Product Condition: The item must be returned in perfect condition, without any signs of use, alterations, or damages. It should include all original tags, accessories, and additional items provided with the product.

Return Procedure

2.1. Communication: To request a return, the buyer must contact our customer service by sending an email to It is important to provide purchase details, including the order number, item name, and reason for the return.

2.2. Authorization: Once the return request has been communicated, we will assess if it meets the requirements stated in this policy. If approved, a return authorization will be provided along with detailed instructions on how to proceed.

2.3. Return Packaging: To facilitate the return process, the packaging in which you received your order has a double closure, designed specifically for return shipments.

2.4. Return Cost: For orders within Spain, return costs will be free of charge. For international orders, the buyer will be responsible for covering the shipping expenses and any other costs associated with the return of the product. We recommend using a tracked and insured shipping service to ensure the secure delivery of the returned item. Musa Rota will not be responsible for any customs charges or fees attached to the shipment when passing through European customs. Musa Rota will not cover the costs of any additional charges for the return of any product. If a package is abandoned or unclaimed and subsequently returned to our facility, we will not cover the return shipping fees or issue a refund. The collection of such packages is the responsibility of the customer. Unclaimed packages will not be refunded.

2.5. Defective Item: In the case of defects and/or non-compliance, you have the right to restore the conformity of the product through repair or replacement, or alternative remedies such as refunds or discounts. If the received products are damaged, do not meet the requirements, are defective, or incorrect, you may request a repair, replacement, or refund of the purchased goods within two weeks after confirmation.


Return Processing

3.1. Product Inspection: Once we receive the returned item, our team will conduct a thorough inspection to verify its condition. If the product does not meet the conditions stated in this policy, we reserve the right to reject the return and send the item back to the buyer.

3.2. Refund: If the return is approved and the item meets the required conditions, a refund will be processed within 7 days of receiving the product at our warehouse. The refund will be made using the same payment method used in the original purchase unless otherwise agreed upon.

3.3. Exchange: In the case of needing a size exchange, we will reserve the desired item for you (subject to availability) until we receive the return and verify that it meets our product condition requirements. For further exchange inquiries, please contact us at


There are certain products that may have special restrictions regarding their return due to their nature or use. Below, we provide details of some of the exceptions that may apply:

4.1. Customized Products: Products that have been customized according to the buyer’s specifications, such as engravings, embroideries, or specific alterations, are generally not eligible for return unless they have manufacturing defects.

4.2. Intimate Products: For reasons of hygiene and safety, intimate products such as underwear, swimwear, personal care items, or personal-use products are not eligible for return unless they are unopened in their original packaging and have not been used.

4.3. Single-Use Products: Some single-use items, such as consumable products that have been opened or used, are generally not eligible for return unless they are defective.

4.4. Sale Items: Please note that discounted products are not included in our exchange and return policy. Discounted items cannot be returned unless they are defective.

4.5. Handmade Rugs: Handmade rugs are unique and delicate products that undergo meticulous manufacturing processes. Due to their nature and special characteristics, these rugs are not eligible for return once they have passed our rigorous quality controls.

We understand that choosing a handmade rug is an important process, and we are committed to ensuring customer satisfaction. For this reason, we conduct thorough inspections and assessments before shipping the rugs to ensure they meet our quality standards and correspond to the provided descriptions.

We recommend carefully considering your choice before purchasing a handmade rug, as we cannot accept returns once the product has been delivered. If you have any specific questions or concerns about the rugs before making a purchase, our customer service team will be happy to provide additional guidance and provide all the necessary information to make an informed decision.

If you have any further questions or require assistance, please don’t hesitate to contact us.