Return & Refund Policy
Return & Refund Policy – Muse & Paw
At Muse & Paw, every piece is custom-made and handcrafted specifically for you and your pet. Due to the personalized nature of our products, please review the following return, refund, and cancellation policies before placing an order.
1. Personalized & Custom-Made Products
All products sold by Muse & Paw are made-to-order and personalized according to the pet photo and customization details provided by the customer.
Because custom products cannot be resold, returned items are generally not eligible for return or refund once production has begun, except in cases of damage, defects, or errors on our part.
2. Artwork Approval Process
Before production begins, our artists will create a personalized digital proof based on your pet’s photo and send it to you for review and approval.
Unlimited Revisions During Design Stage
We want your keepsake to perfectly capture your pet’s unique personality. During the design stage, you can request unlimited revisions to the initial artwork proof until you are completely satisfied with the final design.
Revisions may include:
• Color adjustments
• Background modifications
• Detail refinements
• Minor changes to better capture your pet’s personality and features
Production After Approval
Once you approve the final design, our artists will begin handcrafting your keepsake based on the approved artwork.
Please note that changes requested after production has started may not be possible or may require an additional fee depending on the complexity of the request.
Approval Window
Customers have 48 hours to review and approve their artwork proof.
If no response is received within 48 hours, we may proceed with production to avoid unnecessary delays.
3. Cancellation Policy
Because production begins shortly after an order is placed, cancellation eligibility depends on the production stage.
Within 24 Hours
Orders cancelled within 24 hours of purchase are eligible for a full refund.
After 24 Hours
Once design work, sketching, or production has begun, cancellation requests may be subject to administrative, labor, and material costs.
After Production Has Started
Orders cannot be cancelled once the artwork or product has entered active production.
No refunds will be issued for completed personalized products unless there is a manufacturing defect, shipping damage, or an error made by Muse & Paw.
4. Returns
Because all items are personalized and custom-made, we do not accept returns for:
• Change of mind
• Ordering the wrong size, style, or option
• Customer dissatisfaction based on personal preference after artwork approval
• Delays caused by customs clearance or shipping carriers
• Customer-submitted photo quality issues
5. Damaged, Defective, or Incorrect Items
We stand behind the quality of our craftsmanship.
If your order arrives:
• Damaged during shipping
• Defective
• Significantly different from the approved artwork
• Incorrect due to an error on our part
Please contact us within 7 days of delivery.
To help us resolve the issue quickly, please provide:
• Your order number
• Clear photographs of the item
• Photos of the packaging (if damaged)
Resolution Options
After reviewing the claim, Muse & Paw may offer one of the following:
• A replacement item
• A partial refund
• A full refund
The appropriate resolution will be determined based on the specific circumstances.
6. Photo Quality Responsibility
Our artists create each piece based on the photo(s) provided by the customer.
Customers are responsible for submitting clear, high-quality reference photos.
Please note:
• We can improve minor lighting or color issues.
• We cannot accurately recreate details that are not visible in the original photo.
• We cannot substantially alter a pet's facial structure, pose, expression, or features that are not present in the submitted image.
Muse & Paw is not responsible for dissatisfaction resulting from poor-quality reference photos provided by the customer.
7. Shipping Issues
Once an order has been shipped, delivery timelines are subject to carrier operations.
Refunds will not be issued for delays caused by:
• Weather conditions
• Customs inspections
• Carrier disruptions
• Peak holiday shipping periods
If a package is confirmed lost in transit, please contact us and we will work with the carrier to determine an appropriate solution.
8. Contact Us
If you have any questions regarding your order, please contact us:
Email: support@museandpaw.com
Business Hours: Monday – Sunday
9:00 AM – 5:00 PM (EST)