Refund Policy

Effective Date: June 11, 2026

Company: Xie'ou Zhonggou (Shanghai) Trading Co., Ltd.
Brand: MakeMuse
Website: makeandmuse.com

This Refund Policy is issued by Xie'ou Zhonggou (Shanghai) Trading Co., Ltd., the legal entity that operates the MakeMuse brand and the makeandmuse.com website.

Returns, cancellations, and exchanges are governed by our separate Returns and Cancellation Policy. This Refund Policy explains how approved refunds are issued after a cancellation, return, exchange, or refund request has been reviewed.

Refund Eligibility
A refund may be issued after we receive and inspect an approved return, where a return is necessary. In certain cases, we may resolve the matter without requiring the original handcrafted item to be sent back. Do not assume that a return is unnecessary unless our customer service team confirms this in writing.

Approval of a return does not guarantee a refund. The returned handcrafted item must still be received and inspected unless we confirm in writing that a return is not required.

Refunds may be available for eligible handcrafted items that are damaged, faulty, incorrect, incomplete, or materially different from the order confirmed by the customer, subject to review and applicable law.

Refund Amount
An approved refund for an eligible returned handcrafted item will cover the purchase price actually paid for that item, after applying any discounts or promotions used for the order.

For an approved change-of-mind return:

The eligible handcrafted item’s purchase price will be refunded;

Original shipping charges are not refundable;

Return shipping is the customer’s responsibility; and

No restocking fee will be charged.

When a refund results from our confirmed error, including a damaged, faulty, incorrect, or incomplete handcrafted item:

The affected handcrafted item’s eligible purchase price will be refunded if a refund is selected;

The applicable original shipping charge will be refunded where appropriate; and

Authorized return shipping costs will be covered or refunded.

Any sales tax collected and legally refundable in connection with the returned handcrafted item will be handled according to applicable tax and payment requirements.

Original Shipping Fees
Original shipping charges are not refundable for approved change-of-mind returns unless otherwise required by law.

When a refund results from our confirmed error, including a damaged, faulty, incorrect, or incomplete handcrafted item, the applicable original shipping charge will be refunded where appropriate.

Return Shipping Refund
For an approved change-of-mind return, the customer is responsible for return shipping costs.

For a confirmed damaged, faulty, incorrect, or incomplete handcrafted item, we will provide applicable instructions and cover the authorized replacement or return shipping costs.

If we instruct you to purchase return postage for a merchant-responsible return, please retain the receipt. We will refund the approved reasonable cost after receiving the requested documentation.

MakeMuse does not charge a restocking fee.

Taxes, Duties, and Third-Party Charges
Any sales tax collected and legally refundable in connection with the returned handcrafted item will be handled according to applicable tax and payment requirements.

Customs duties, import taxes, brokerage fees, and other amounts paid directly to customs authorities, carriers, or other third parties generally cannot be refunded by MakeMuse.

Refund Method
Approved refunds will normally be issued to the original payment method.

We generally cannot issue a refund to a different card, bank account, or payment method. If the original payment method is no longer available, the payment provider’s applicable procedures will apply.

Refund Processing Time
Approved refunds will normally be issued to the original payment method within 5–10 business days after approval.

Your bank, card issuer, or payment provider may require additional time to display the refund after we issue it.

Return Inspection
After an approved return arrives, we will inspect the handcrafted item and notify you whether the refund has been approved.

The inspection may consider:

Whether the correct handcrafted item was returned;

The item’s condition;

Whether it shows signs of wear, assembly, completion, alteration, or damage;

Whether original components and accessories are included;

The stated reason for return; and

Whether the return followed the approved instructions.

If additional information is reasonably required, we may contact you before making a final decision.

Late or Missing Refunds
If an approved refund has not appeared after the expected processing period:

Review the original payment account;

Contact your bank, card issuer, or payment provider;

Allow for any additional institutional processing time; and

Please include your order number and any refund confirmation previously provided.

Incorrect Addresses and Undeliverable Orders
Customers are responsible for providing complete and accurate delivery information.

If a parcel is returned or cannot be delivered because of an incorrect or incomplete address, refusal by the recipient, failure to collect the parcel, repeated unsuccessful delivery attempts, failure to pay applicable customs charges, or another reason attributable to the customer:

Refund eligibility will be assessed after the parcel is returned and inspected;

Applicable return shipping, customs, and handling costs may be deducted from an eligible refund where permitted by law;

Original shipping charges will not normally be refunded; and

If redelivery is requested, the customer will be responsible for the applicable redelivery shipping charge.

These conditions do not apply when non-delivery resulted from our confirmed error or the carrier’s confirmed error.

Contact and Company Information
For cancellation, return, exchange, or refund assistance, contact our customer service email address:

service@makeandmuse.com

Please include your order number and the email address used during checkout.

Customer Service Hours:
Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM.