RETURNS, REFUNDS AND CANCELLATION POLICY
Thank you for shopping at MakeMuse. This policy explains how we handle order changes, cancellations, returns, exchanges, replacements, and refunds.
Effective Date: July 1, 2026
1. Order cancellations and changes
If you need to change or cancel an order, contact customer service as soon as possible and include the order number and requested change. Once processing, production, or shipping has begun, we cannot guarantee that a change or cancellation can be made. Personalised and made-to-order items may enter production shortly after ordering.
2. Return period
Eligible products may be returned within 30 days from the date of delivery. Contact us before sending anything back. Unauthorised returns may be refused or may delay refund processing.
3. Eligibility for change-of-mind returns
A change-of-mind return must generally be unused, unworn, unwashed, and undamaged; returned in the original packaging as far as reasonably possible; include original parts, accessories, manuals, and free gifts; and include valid proof of purchase.
We may refuse a return if the product shows use, damage, alteration, improper assembly, or incomplete packaging that is not due to our fault.
4. Products generally not eligible for change-of-mind returns
Unless an item is damaged, defective, incorrectly supplied, or otherwise requires a remedy under applicable law, the following generally do not qualify for change-of-mind returns:
- Personalised or customised handmade items containing personal details
- Made-to-order products
- Products assembled, painted, or modified by the customer
- Clearance or final-sale items clearly marked at purchase
- Gift cards
- Products that cannot be returned once opened for health, hygiene, or safety reasons, such as certain craft material kits
5. Damaged, defective, incorrect, or incomplete products
If an order arrives damaged, defective, incorrect, or incomplete, contact customer service promptly with the order number, a clear description, photos or video showing the problem, photos of the shipping label and outer packaging where possible, and confirmation of the delivery address.
After review, we may offer replacement parts, a replacement product, a refund, or another remedy available under applicable law. Do not discard the product or packaging while the request is being reviewed unless instructed otherwise.
6. Return shipping costs
If a return is necessary because the product is damaged, defective, incorrect, or materially different from what was ordered, we will provide instructions and bear reasonable authorised return shipping costs.
For an approved change-of-mind return, the customer is responsible for return shipping unless we state otherwise in writing. Original shipping charges are generally non-refundable for change-of-mind returns except where required by law. Do not send returns using cash on delivery or another collect-on-delivery service.
7. Return address
Contact customer service for return authorisation before sending any product back. The registered business address listed below is not a product return address. After reviewing the request, we will provide the correct return address and detailed instructions. Products sent to an unauthorised address may be rejected, lost, or returned to the sender.
8. Exchanges
Exchange requests depend on product availability. If the requested replacement is out of stock, we may process a refund for the returned item and suggest placing a new order separately.
9. Refunds
After receiving and inspecting a returned product, we will notify you whether the refund is approved or rejected. Approved refunds are normally issued to the original payment method within 5 to 10 business days after approval. A bank, card issuer, or payment provider may need additional time to post the refund. We generally do not refund to a different payment method.
10. Late or missing refunds
If an approved refund does not appear within the expected time, check your bank or payment account, contact your card issuer, bank, or payment provider, and then contact customer service if the issue remains.
11. Incorrect addresses and undeliverable orders
Customers are responsible for providing an accurate and complete delivery address. If an order cannot be delivered or is returned because of an incorrect address, failure to collect the package, refusal of delivery, or unpaid customs charges, we may deduct applicable return shipping, customs, or handling costs from an eligible refund where permitted by law.
12. Contact and operator information
Brand: MakeMuse
Store Website: www.makeandmuse.com
Customer Service Email: service@makeandmuse.com
Website Operator and Legal Business Name: Xie'ou Zhonggou (Shanghai) Trading Co., Ltd.
Registered Business Address: Room 208, 2nd Floor, Building 1, No. 757 Jiaozhou Road, Jing'an District, Shanghai, China
MakeMuse is operated by Xie'ou Zhonggou (Shanghai) Trading Co., Ltd., which manages all aspects of the online store, including order processing, customer service, and related e-commerce activities. The registered business address is Room 208, 2nd Floor, Building 1, No. 757 Jiaozhou Road, Jing'an District, Shanghai, China.
The registered address is for legal correspondence only and is not a product return address. Contact us before sending a return so we can provide the correct address and authorisation.