Refund policy

Effective date: July 21, 2026

This policy distinguishes returns for standard products from customer-specific products and from items that arrive damaged, defective, incomplete, wrong or materially not as described. It does not reduce any non-waivable rights under applicable consumer law.

Cancellation and order changes

Email help@diyartmuse.com within 12 hours of ordering if you need to cancel an order or correct its delivery address. We will try to help, but a request is not confirmed until we reply in writing. Once processing or production begins, cancellation or changes may no longer be possible.

Standard-product returns

You may request an eligible return of a standard, non-custom product within 30 days after delivery. Contact us before sending anything back so that we can provide the correct return instructions.

For a change-of-mind return, the item must be unused, unpainted, unaltered and in substantially the condition in which it arrived, with the kit contents and original packaging reasonably complete. Opening the outer shipping carton only to inspect the product does not by itself make a return ineligible.

For an eligible change-of-mind return, the customer is responsible for tracked return shipping. Original outbound shipping charges are not refundable unless required by law or the return results from our error. We do not charge a restocking fee for an approved return under this policy.

Custom and personalized products

A custom or personalized product may be cancelled before production begins. Once production has begun, it cannot be cancelled, returned or refunded because of a change of mind, because it is made to the customer's image or instructions.

This exception does not apply when a custom item arrives damaged, defective, incomplete, wrong or materially inconsistent with the approved image or description. In those cases, the customer remains eligible for an appropriate remedy.

Damaged, defective, incomplete or wrong items

Email help@diyartmuse.com within 30 days of delivery with the order number, a description of the problem and clear photographs. Retain the item and packaging while we review the claim.

If the problem is confirmed, we will provide an appropriate remedy, which may be a replacement, missing component, prepaid or reimbursed return, or refund. We cover reasonable authorized shipping costs when the problem was caused by us or the product.

Return instructions

Do not send a return to the sender address printed on a parcel unless we confirm that address in writing. After approving the request, we will provide the correct return destination and instructions. Returns sent without authorization may be delayed or delivered to the wrong facility.

Inspection and refunds

After an authorized return arrives, we inspect it and notify you of the decision. Approved refunds are issued to the original payment method within 5 business days after approval and always within any shorter mandatory legal deadline. A bank or payment provider may require additional time to post the credit.

Any reduction for loss in value will be limited to handling beyond what was reasonably necessary to inspect the product, only where permitted by law, and will be explained before the refund is finalized.

Refused and returned-to-sender parcels

If a parcel is refused, unclaimed or returned because the customer supplied an incomplete or incorrect address, contact us. Any eligible refund is calculated after the parcel is received and inspected. Actual shipping or reshipping costs may be deducted only where lawful and disclosed. We do not deduct costs caused by our own addressing or fulfillment error.