Returns & Refunds
I hope you love your Haus of Muse Print Co. order. If something isn't right, the information below explains cancellations, returns, refunds and what to do if your order arrives damaged.
Changing your mind
For standard, non-personalised products purchased online, you normally have the right to cancel your order within 14 days of receiving your goods.
If you would like to cancel and return a standard item, please contact Haus of Muse Print Co. within 14 days of receiving your order.
Once you have notified me that you wish to cancel, the goods should normally be returned within a further 14 days.
Personalised and custom artwork
The normal change-of-mind cancellation right does not generally apply to items that have been made to your personal specifications or clearly personalised for you.
This may include bespoke pet portraits, personalised artwork or other custom pieces created specifically to your requirements.
This does not affect your rights if a personalised item is faulty, damaged, incorrect or not as described.
Condition of returned items
Returned items should be kept in good condition and packaged carefully to protect them during return delivery.
You may inspect an item in the same way you reasonably could in a shop, but a deduction may be made from a refund if an item has been handled beyond what is necessary and its value has been reduced as a result.
Return postage
If you are returning a non-faulty item because you have changed your mind, you are normally responsible for the cost of returning it.
I recommend using an appropriate tracked or proof-of-postage service and packaging the item securely.
If an item is faulty, damaged, incorrect or not as described, please contact me before returning it so the appropriate return or replacement arrangements can be made.
Refunds
For an eligible cancelled order, the amount paid for the returned goods will be refunded along with the cost of the standard delivery option originally offered, where required by law.
If you chose a more expensive delivery service than the standard option, the additional delivery cost does not normally have to be refunded.
Refunds will normally be made using the same payment method used for the original order.
A refund may be withheld until the returned goods have been received or until you provide evidence that they have been sent back, whichever occurs first.
Damaged orders
Every order is packaged carefully, but occasionally parcels can be damaged during delivery.
If your order arrives damaged, please contact me as soon as possible and, where possible, include clear photographs of:
- The damaged item
- The outer packaging
- Any damage to the parcel or protective packaging
This helps me assess what has happened and arrange the most appropriate solution, which may include a replacement or refund.
Incorrect items
If you receive an item that is different from what you ordered, please contact me as soon as possible.
I will arrange an appropriate solution and you will not be expected to pay return postage for an error made by Haus of Muse Print Co.
Faulty goods
Nothing in this Returns & Refunds policy affects your statutory rights under UK consumer law.
If an item is faulty, not as described or not of satisfactory quality, please contact me so the matter can be resolved.
Orders cancelled before dispatch
If you contact me before a standard order has been dispatched, I will always try to cancel it before it leaves.
For personalised or custom artwork, work may begin soon after an order is agreed or placed. Because the item is being created specifically for you, cancellation may not be possible once work has begun.
How to request a return
Please email:
Please include your name, order details and the reason you are contacting me. I will then provide the information needed for the next step.