Refund policy
Return Policy
At Muse & Matter, we are committed to delivering high-quality products and exceptional customer service. We aim for complete satisfaction and take full responsibility for any issues attributable to us. We also understand that unique situations can arise and will address them on a case-by-case basis when appropriate.
Whenever possible, we generally prioritize sending a replacement over issuing a refund.
When Muse & Matter Covers Replacements or Refunds
Printing & Manufacturing Issues
- Printing errors such as misprints, incorrect colors, or quality concerns.
- Defective products due to production issues.
Shipping & Delivery Problems
- Damaged products that arrive harmed due to shipping or handling.
- Lost orders that do not arrive well after the expected delivery date.
- Late orders caused by transit issues that exceed general shipping timeframes (case-by-case).
- Incorrect, damaged, or defective items — please contact us within 7 days of delivery for a replacement or refund at no cost.
Custom or Special Orders
- Custom or special-order items are eligible for return or refund only if they arrive damaged, defective, or incorrect.
When Muse & Matter Does Not Cover Replacements or Refunds
- Customer preference issues when the item meets production standards.
- Customer errors such as incorrect image/design submitted or wrong size selected.
- Orders still within standard production or shipping windows.
- “Delivered but not received” situations — customers are advised to check with the carrier. These cases may be reviewed individually.
- Returned-to-sender packages due to incorrect address, refusal, or failure to pick up. A new order is required to resend.
Returns (General Return Policy)
- Returns are accepted within 30 days of delivery.
- Items must be unused, in original condition, and returned in original packaging.
- Return shipping costs are the responsibility of the customer unless the item is damaged, defective, or incorrect.
- Original shipping charges are non-refundable.
- Gift cards and digital downloads are non-refundable.
To start a return, please email info@muse-and-matter.com with your order number and reason for return.
Refunds
- Once the returned item is received and inspected, we will notify you by email.
- Approved refunds will be issued to the original payment method.
- Please allow 5–10 business days for the refund to appear in your account.
Product Substitution Policy
Due to inventory availability or supply chain variations, product substitutions may occasionally occur.
Automatic Quality Upgrades
- If an item is out of stock, we may upgrade it to an equal or higher-quality alternative at no extra cost.
- No downgrades will be made. If a premium option is also unavailable, we will contact you to discuss alternatives.
Size Upgrades
- As a last resort, we may offer the next-largest available size.
Opt-In Preferences
- You may opt in or out of substitutions.
- You may specify preferences, including opting out of size upgrades.
Communication
- If a substitution differs significantly from your original order, we will contact you for approval.
- We will keep you informed regarding any delays or changes.
How to File a Claim
For issues related to damages, defects, incorrect items, transit problems, or returns, please contact us at: