Refund policy

Returns & Refund Policy

• You may request a return within 30 days of receiving the item, provided it is unused, in its original packaging and supported by proof of purchase. Items sent back without first requesting a return will be refused.

• How to request a return: Email hello@musefile.com with your order number, the reason for return and photos (if the product is faulty). We will issue a returns authorisation and a prepaid shipping label if the return is approved. Without this authorisation, parcels will be refused.

• Condition of goods: EFiles, dust extractors and drills must be returned unused and in perfect working order, with all accessories, manuals, dock and charging cables. Used bits and sanding bands are non‑returnable for hygiene reasons. We also do not accept returns for personal care goods, hazardous materials or customised products. Sale items and gift cards are non‑refundable.

• Time limits: You have 14 days to inform us of your intention to return and 30 days to physically send the product back. We recommend using the tracked label we provide to ensure the return is received.

• Damaged or incorrect items: Inspect your order on receipt and contact us immediately if you receive a defective or incorrect item. We will correct the issue by sending the correct item or issuing a full refund. Damage due to mishandling, dropping or liquids is not covered.

• Exchanges: To exchange for a different colour or variant, return the item for a refund and place a new order. Exchanges are subject to stock availability.

• Refunds: Once we receive and inspect your return, we will email you to confirm approval or rejection. Approved refunds are processed to your original payment method within 10 business days. Banks and card issuers may take additional time to post the credit. If more than 15 business days have passed after we approve your refund, contact us at hello@musefile.com.