Return & Refund Policy
Return & Refund Policy – Muse&Paw
At Muse&Paw, we take immense pride in the quality and craftsmanship of our personalized pet art. Because each item is a one-of-a-kind masterpiece uniquely created for you and your pet, we have established the following policies:
1. Custom Hand-Crafted Items
Due to the customized nature of the products we produce at Muse&Paw, we cannot offer returns. Your artwork with care and is entirely personal to you and your pet.
• Satisfaction Guarantee: For all hand-painted portraits, we will send an artwork proof via email for your confirmation. We offer up to 2 rounds of minor revisions (e.g., adjusting a color tone or small details) to ensure you are happy with the result.
• Substantial Changes: If you request a completely new photo or significant changes that require the artist to restart the piece after work has begun, an additional fee (starting at $10) will be charged to cover labor and materials.
• Approval Window: We allow 72 hours (3 days) for artwork approval. If we do not hear from you within this window, we will auto-approve and ship your order to avoid further delays.
2. Cancellation Policy
Because each item is custom-crafted and personalized, our cancellation terms are structured based on the stages of production:
• Within 24 Hours: You may cancel your order for a full refund within 24 hours of placement.
• Between 24 to 48 Hours: Since our artists often begin sketching immediately, cancellations within this timeframe will incur a $10 fee to cover the initial artwork and preparation costs.
• After 48 Hours: Cancellations after 48 hours will be reviewed on a case-by-case basis, depending on how far the crafting process has progressed. If a cancellation is approved at this stage, a $20 fee will be deducted from your refund to offset the dedicated labor and material costs.
3. Damages & Quality Issues
We stand behind the quality of our work. If there is a genuine quality issue:
• Defective or Damaged Items: If your product is damaged in transit or has a clear manufacturing defect, please notify us at support@museandpaw.com within 48 hours of delivery with clear photos.
• Resolution: For eligible quality claims, we will offer a one-time courtesy reshipment or a refund.
4. Photo Quality Responsibility
Our artists create your masterpiece based on the photo you provide. It is your responsibility to submit a high-quality photo that follows our Photo Guide.
• Limitations: While we can adjust minor details, we cannot significantly change the facial structure or expressions (e.g., opening a closed mouth) shown in the original photo.
5. Contact Us
• Email: support@museandpaw.com
• Business Hours: Daily, 9:00 AM – 5:00 PM (EST)