Return & Refund Policy
At Muse & Paw, every item currently available in our store is personalized and handmade for you and your pet. Because each piece is created specifically for an individual order, it cannot usually be resold or returned like a standard mass-produced product.
Please review this policy before placing your order.
1. Design Preview and Approval
We send you a design preview before formal production begins.
You may request revisions during the design stage before you approve the final design. We will not begin formal production until you approve the design or the 48-hour response period described below has passed.
Revisions during the design stage may include reasonable adjustments to:
- Colors
- Backgrounds
- Composition
- Visible details
- Your pet’s key features
Requests that substantially change the original order, add pets, change the selected product, or require a new design direction may involve an additional charge. We will explain any additional cost before proceeding.
If We Do Not Receive a Response
Please review your design preview promptly.
If we do not receive a response within 48 hours after sending the preview, we may treat the preview as accepted and begin production based on that design.
The 48-hour period applies to the design preview only. It does not mean that the completed product will be shipped automatically before production.
2. Order Changes
Please contact us as soon as possible if you need to change your order.
Changes are usually easiest to make before materials have been prepared and before formal production begins.
Once materials have been prepared or production has started, some changes may no longer be possible or may require an additional charge.
3. Order Cancellations
Cancellation eligibility and deductions depend on the actual stage of your order.
Before Materials Are Prepared and Before Production Begins
If we confirm that materials have not been prepared and production has not started, you may cancel the order for a full refund.
This applies even if more than 24 hours have passed since the order was placed.
After Materials Have Been Prepared
If materials have been prepared but production has not started, you may cancel the order. A USD $10 material handling fee will be deducted, and the remaining amount will be refunded to your original payment method.
After Production Has Started
If production has started, a USD $15 labor fee will be deducted.
If materials have also been prepared, the USD $10 material handling fee will apply in addition to the USD $15 labor fee. The total deduction in that situation will be USD $25.
The remaining amount will be refunded to your original payment method.
After the Product Has Been Completed
Completed personalized products cannot be cancelled or refunded unless the item qualifies for support under the damaged, defective, incorrect, or significantly mismatched item section below.
Refund processing times may vary depending on your bank or payment provider.
4. Handmade Variations
Every Muse & Paw product currently offered is handmade. Small differences between the approved design and the finished piece are a natural part of handmade work.
Reasonable artistic and craft variations are not considered defects or production errors when the finished product remains substantially consistent with the approved design in:
- The main subject
- Composition
- Colors
- Your pet’s key features
- The customization details you approved
A handmade product will not be identical to a digital preview in every fine detail. These natural differences are part of what makes each piece one of a kind.
5. Returns We Cannot Accept
Because our products are personalized and handmade for an individual customer, we cannot accept returns or issue refunds for:
- A change of mind
- Selecting the wrong size, style, color, product, or customization option
- Personal preference after approving the design
- Dissatisfaction caused by natural and reasonable handmade variations
- Details that were not visible in the customer’s submitted reference photo
- Results affected by a low-quality, blurry, dark, obstructed, or incomplete reference photo
- Delivery delays caused by carriers, customs processing, weather, or other circumstances outside our control
Please review your selected options, uploaded photos, shipping information, and design preview carefully before approval.
6. Damaged, Defective, Incorrect, or Significantly Mismatched Items
Please contact us within 7 days of delivery if your order:
- Arrives damaged
- Has a confirmed manufacturing or workmanship defect
- Is different from the product or customization details you ordered
- Was sent incorrectly because of an error by Muse & Paw
- Is significantly inconsistent with the approved design beyond reasonable handmade variation
Please include:
- Your order number
- A clear description of the problem
- Clear photographs of the product
- Photographs of the shipping packaging if the item arrived damaged
7. How We Resolve Eligible Problems
After reviewing the information provided, we will first try to resolve an eligible problem by:
- Remaking the affected item; or
- Sending a free replacement.
If a remake or replacement cannot reasonably resolve the issue, we will issue a refund for the affected item to the original payment method.
We may request additional photographs or information when necessary to understand the problem and determine the appropriate solution.
8. Reference Photo Responsibility
Our artists and artisans create your personalized product using the photographs you submit.
For the best result, please provide clear, well-lit images that show your pet’s face, expression, colors, markings, and other important features.
We cannot accurately reproduce details that are hidden, blurred, cropped out, heavily filtered, or not present in the submitted photograph.
You are responsible for reviewing how your pet is represented in the design preview before approving it.
9. Shipping-Related Issues
Shipping delays alone are not considered product defects.
For information about transit estimates, customs, tracking, address errors, split shipments, and lost packages, please review our Shipping Policy.
If an item arrives damaged, contact us within 7 days of delivery and retain all packaging until we complete our review.
10. Contact Us
If you need to request a revision, change, cancellation, replacement, or refund review, contact us at:
Please include your order number so we can review the current production stage and assist you efficiently.