Terms Of Service
Last updated: 11 September 2026
You are shopping on the Muserelle website, muserelle.com (the "Site"), operated by Muserelle LTD.
When you place an order through the Site, your purchase is subject to these Terms of Service, our Privacy Policy, our Delivery Policy and our Returns Policy.
Nothing in these terms affects your statutory rights as a consumer.
1. Who we are
| Store name | Muserelle |
| Company name | Muserelle LTD |
| Business address | 763 Barrhead Road, Glasgow G53 6AG, United Kingdom |
| support@muserelle.com | |
| Phone | +44 141 880 3200 |
| Customer service | Monday to Friday, 9:00 am–9:00 pm UK time |
| Response time | Within one working day |
Saturday, Sunday and bank holidays: closed.
Your purchase contract is with Muserelle LTD.
2. Payment processing
Payments for orders placed on this Site are processed by COSMOEDGE CROSS-BORDER COMMERCE LIMITED, based in Hong Kong.
Your card statement or payment confirmation may show the website domain together with a country code — for example "HK". That indicates only which entity processed the payment.
The purchase contract, customer service, returns and complaints all remain with Muserelle LTD. For anything relating to your order, contact us at support@muserelle.com.
Copyright and intellectual property concerns about content on this Site should also be sent to support@muserelle.com. We'll review and respond.
3. Who can order
You must be at least 18 years old to place an order, or have the consent of a parent or legal guardian.
An account isn't required — guest checkout is available. If you create one, keeping your login details secure is your responsibility.
You agree to provide accurate payment, billing and delivery information, and to update it promptly if it changes.
4. Placing an order
Payment verification. We may verify and authenticate your payment information. Where we can't, we may contact you or your payment provider to confirm your identity or your intention to place the order.
Payment processing. Once your payment information has been verified, your payment is processed in connection with your order.
Dispatch. Once payment has been processed, your order is prepared and handed to the delivery courier.
Delivery address. We deliver to the address you provide at checkout. Some addresses may be ineligible for delivery, and we'll tell you if that applies.
Contract formation. Submitting an order is an offer to buy. An automated acknowledgement isn't acceptance. The contract is formed when we confirm that your order has been dispatched.
Refusing or cancelling an order. We may decline or cancel an order where the item is unavailable, payment can't be authorised, we've identified an obvious pricing or description error, or we reasonably suspect fraud. Where payment has been taken and we cancel, we refund in full.
Cancelling before dispatch is free of charge. Email us with your order number as soon as you can.
5. Prices and currency
All prices are shown in pounds sterling and include VAT at 20%. The total displayed at checkout is the total you pay — no duties, no handling fees, and nothing collected on delivery.
The price that applies is the one shown when you place your order, as confirmed in your order confirmation. Later price changes don't affect orders we've already accepted.
Pricing errors. Where there's an error in a listed price, or in the price applied while processing your order, we'll contact you. You may proceed at the corrected price or cancel for a full refund.
Where a price is reduced, any "was" price shown is a price at which the item was genuinely offered for a reasonable period.
6. Billing and fraud prevention
If you pay by card or another electronic method, information about the transaction may appear on your bank or card statement.
For your protection we use fraud-prevention procedures, security checks and industry-standard verification. You may be asked to complete payment authentication or address verification.
Once an order is placed, certain verified payment or address details may not be changeable.
If a system error results in a transaction being processed where payment authorisation was declined, that transaction may be treated as void and we'll contact you.
Please contact us before filing a chargeback with your bank. We resolve most issues directly and considerably faster — a bank dispute typically takes 30 to 90 days. That doesn't affect your right to file one if you need to.
7. Delivery
Processing and delivery timeframes are set out in our Delivery Policy, which forms part of these terms.
Items may be dispatched in a single parcel or, where necessary, in multiple parcels. Where an order is split or only partly fulfilled, you're charged only for the items in your confirmed order, and there's no additional delivery charge.
Risk of loss or damage remains with us until the goods come into your physical possession — or that of someone you've identified to receive them. It doesn't pass when we hand the parcel to a courier.
If your order arrives damaged or doesn't arrive at all, contact us and we'll open the investigation with the courier ourselves.
Unless a different period has been agreed, we deliver without undue delay and within 30 days. Where we can't, we'll contact you and you may cancel without penalty; we refund within 14 days of cancellation.
8. Your right to cancel
As a consumer you have a statutory right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, beginning the day after you receive the goods.
We voluntarily extend this to 30 days. No reason is required.
This right applies to sale items on exactly the same terms as full-price ones.
How to cancel
- Email support@muserelle.com with your order number, or use the model form in section 9
- We reply within one working day with the return address and a reference
- Send the goods back within 14 days of telling us
Condition of the goods
You may examine and handle an item as you would in a shop. Where handling goes beyond that and reduces the value of the goods, we may make a proportionate deduction rather than refuse the return.
When the right doesn't apply
- Items made to your specification or personalised
- Sealed goods that can't be returned for hygiene reasons once the seal is broken
An exclusion applies only where we've stated it on the product page before you buy.
Refunds
We refund the full amount — including the standard delivery cost — within 14 days of receiving the goods back, or of you providing evidence they were sent.
Refunds go to the payment method used for the original purchase.
Return postage is yours where you've changed your mind; ours where the item is faulty, damaged or incorrectly supplied.
Full details are in our Returns Policy.
9. Model cancellation form
Complete this only if you wish to exercise your statutory right to cancel. An email works just as well.
To: Muserelle LTD, 763 Barrhead Road, Glasgow G53 6AG, United Kingdom support@muserelle.com
I hereby give notice that I cancel my contract of sale for the following goods:
________________________________________
Ordered on: ______________ Received on: ______________ Order number: ______________
Consumer's name: ______________________ Consumer's address: ______________________
Signature: ______________________ (only if sent on paper)
Date: ______________
10. Faulty or misdescribed goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Where they aren't, you have a 30-day right to reject for a full refund. After 30 days you may ask for a repair or replacement; where that fails or isn't possible, you may claim a price reduction or a final right to reject.
In Scotland these rights may be pursued for up to five years from the date you became aware, or could reasonably have become aware, of the fault.
Contact us at support@muserelle.com within 30 days of delivery with your order number and photographs. You choose a replacement or a full refund, and we cover the return postage.
Any manufacturer's guarantee is additional protection and never replaces these rights.
11. Product information
We make reasonable efforts to describe and display our products accurately, including materials, measurements, colours and specifications.
Colour and finish can appear differently depending on your screen, lighting and device, and minor variation between production batches is normal.
Nothing in this section limits your rights where information forming part of your purchase contract was inaccurate or misleading.
12. Intellectual property
All content on the Muserelle website — software, text, graphics, logos, button icons, images, audio and digital materials — belongs to Muserelle LTD, its licensors or the applicable rights holder, and is protected by intellectual property law.
Designs, graphics, logos, page headers, scripts and service names displayed on the Site may be trade marks of Muserelle LTD or their respective owners.
These terms permit personal, non-commercial use only. Any other use requires prior written permission.
13. Privacy
To complete your order you provide personal information to Muserelle LTD and, where necessary, to our service providers.
We process that information to fulfil your order and provide the services you've asked for — that's the contractual basis, not consent, and it doesn't require your agreement to anything beyond the purchase itself.
Transaction data may be analysed in aggregated or anonymised form to understand trends and improve our services.
Full details are in our Privacy Policy. Non-essential cookies are set only with your consent, which you can withdraw at any time.
14. Electronic communications
When you order through the Site you're communicating with us electronically, and you agree to receive order-related communications by email.
Marketing emails go only to people who have actively opted in, and you can unsubscribe at any time.
15. Site availability
We aim to keep the Site available and working, but can't guarantee uninterrupted access. Maintenance, technical faults and circumstances outside our control may cause interruptions.
Nothing in this section affects an order we've already accepted.
16. Our responsibility to you
Nothing in these terms excludes or limits our liability where it would be unlawful to do so — including liability for death or personal injury caused by our negligence, for fraud, for breach of your statutory rights under the Consumer Rights Act 2015, and for anything else that cannot lawfully be excluded.
Where we fail to comply with these terms, we're responsible for loss or damage that is a foreseeable result of our breach. We're not responsible for loss that isn't foreseeable.
Our total liability arising from any order is limited to the amount you paid for that order.
Our products are supplied for personal and domestic use. Where it may lawfully be excluded, we're not responsible for business losses.
17. Complaints and dispute resolution
If something goes wrong, contact us at support@muserelle.com. We respond within one working day and aim to resolve complaints within 14 days.
Where we can't resolve a complaint to your satisfaction, you may be able to refer it to an alternative dispute resolution provider. We are not currently a member of an ADR scheme.
18. Changes to these terms
We may update these terms from time to time. The current version is always available on this page with the date above.
The terms that apply to your purchase are those in force when you place your order. Changes don't apply retroactively to orders we've already accepted.
19. Severability
If any provision of these terms is found invalid, void or unenforceable, that provision is treated separately and doesn't affect the validity or enforceability of the remaining terms.
20. Language
These Terms of Service and all related documents are provided in English.
21. Contact
Muserelle LTD
Business address: 763 Barrhead Road, Glasgow G53 6AG, United Kingdom
Email: support@muserelle.com
Phone: +44 141 880 3200
Customer service hours: Monday to Friday, 9:00 am–9:00 pm UK time
Saturday, Sunday and bank holidays: closed.