Refund policy
Refund Policy
Last Updated: June 2026
Our commitment
At Muse & Fur, every portrait is custom-made from your photograph. We stand behind the quality of every piece. If something arrives damaged, misprinted, or with a production defect, we'll make it right.
Custom products and change-of-mind
As fully custom-made products, our portraits are not eligible for return based on change of mind, remorse, or design preference after delivery. They are fully covered for defects, damage in transit, or production errors as described below. By placing an order, you confirm you have approved the customization choices (size, frame finish, photograph submitted) before production begins.
Damage, defects, and production errors
If your portrait arrives damaged, misprinted, or with a clear production defect:
- Notify us within 14 days of delivery
- Include clear photos showing the issue
- We'll provide a replacement or full refund (including original shipping) at no cost to you
Returns
For approved returns:
- Items must be in original, unused condition
- Return requests must be approved by our team before items are shipped back
- Customers cover return shipping unless the item arrived defective or damaged
- Approved refunds cover the purchase price (original shipping costs are excluded unless the item was defective)
- Items returned without prior approval will not be refunded
Bespoke commissions (The Atelier)
Bespoke portraits commissioned through The Atelier are reviewed during the concept and refinement stages before final printing. Once approved by you for printing, bespoke commissions are non-refundable except in cases of production defect, damage in transit, or significant deviation from the approved concept.
How to request support
Email hello@museandfur.com with:
- Your order number
- Photos if reporting damage or quality issues
- A clear description of the issue
We respond within one business day.
Refund processing
Once approved:
- Refunds for returned items are processed within 5 to 7 business days of our receiving the returned item
- Funds return to the original payment method and may take an additional 3 to 5 business days to appear, depending on your bank
Not eligible for refund
- Items reported damaged or defective after 14 days from delivery
- Change-of-mind requests after delivery (custom-made products)
- Damage caused by improper handling, installation, or environmental exposure after delivery
- Returns sent back without prior approval
Contact