Shipping policy

Shipping Policy

Destinations and services

  • We dispatch orders to the United Kingdom and selected European countries (France, Germany and Ireland) as well as the United States. We do not ship to P.O. boxes or parcel lockers because EFiles and dust extractors contain batteries and require a signature on delivery.

  • Orders over £99 qualify for free standard delivery. For orders below this threshold, shipping costs are calculated at checkout. Heavy items such as dust extractors or bundles may incur higher shipping charges due to their weight.

  • We aim to dispatch in‑stock orders within 1–2 working days. Orders placed after 1 pm or during weekends/UK bank holidays are processed the next business day. Customised or back‑ordered items may require an additional 2–5 working days.

  • Standard delivery within mainland UK typically takes 2–4 working days. Deliveries to rural areas, the Channel Islands or European/US destinations may take 5–10 working days. These timeframes are estimates; courier delays and customs inspections are outside of our control.

  • When shipping outside the UK, the recipient is responsible for import duties, taxes and customs clearance fees. We will provide the necessary export documents, but delays caused by customs are not grounds for cancellation or compensation.

Parcel tracking and loss

  • All parcels are shipped via tracked services. A tracking number will be emailed once the order has been dispatched. It is the customer’s responsibility to provide an accurate shipping address and to monitor tracking updates.

  • If a delivery attempt fails, the courier will leave a card or send an email/text message. Please arrange redelivery or collection promptly; unclaimed parcels returned to us may incur a re‑shipping fee.

  • Stolen parcels: If your tracking information shows that a parcel was delivered but you have not received it, please report it to your local police as stolen. We cannot issue a refund or send a replacement until we receive a valid police incident or crime reference number from you. This requirement protects both parties against fraudulent claims. Once the incident number is provided, we will liaise with the courier to investigate and process a replacement or refund as appropriate.

Shipping restrictions for EFile machines and batteries

  • Our EFiles contain rechargeable lithium‑ion batteries. We comply with battery‑shipping regulations and therefore do not ship EFiles or dust extractors by air to destinations that prohibit lithium batteries. Some countries or remote regions may be excluded for this reason. Drill bits, sanding bands and manual tools can still be shipped internationally.

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.