Refund and Cancellation Policy
Hand & Muse
Last updated:
This policy explains when you can cancel an order, what happens if something arrives damaged, and how refunds work. Sample orders and bulk orders are handled differently, because bulk orders are made by hand especially for you.
Nothing in this policy affects any rights you have under the law that applies to you.
1. In short
- You can cancel a sample order until it is dispatched.
- If a sample arrives damaged, send us photos within 7 days of delivery and we will replace it.
- Natural differences between handmade pieces are not defects.
- Cancellation and claim terms for bulk orders are agreed in writing in your quote.
- Refunds are paid back to the original payment method.
2. Cancelling a sample order
If you change your mind, contact us as soon as possible. If the sample has not been dispatched yet, we will cancel the order and refund the full amount you paid. Once a sample has been dispatched, the order can no longer be cancelled.
3. Cancelling a bulk order
A bulk order is made for you after you accept our quote. The quote sets out whether and when the order can be cancelled, and what happens to any payment already made. Please read these terms before you accept it.
Work made to your own specification, such as custom sizes, finishes or private labels, cannot be sold to anyone else. It usually cannot be cancelled once production has started.
4. Damaged or wrong items
Please check your order as soon as it arrives and keep the packaging until you have looked at every piece.
- Samples: if a sample arrives damaged, or we sent the wrong item, email us photos of the item and its packaging within 7 days of delivery. We will replace it.
- Bulk orders: report damage, missing items, or pieces that do not match the approved sample in writing, with photos, within the period set out in your quote. We will review your claim and agree a remedy with you, such as a replacement, a repair, or a credit or refund for the affected items.
5. What is not covered
- Natural differences in size, colour, grain, glaze or pattern between handmade pieces, or between a piece and its photos
- Wear and tear, or damage caused by misuse, accidents or incorrect care after delivery
- Delays caused by customs, couriers or other events outside our control
- Import duties and taxes charged in your country
6. Returns
We do not accept returns because of a change of mind, for samples or for bulk orders. If a damaged or wrong item is being replaced, we will tell you whether to keep it, dispose of it or send it back. Please do not send anything back before we have agreed it with you.
7. How refunds are paid
Refunds are paid to the original payment method through our payment gateway, Cashfree. We start a refund once we have confirmed it to you in writing. How long it then takes to reach your account depends on your bank or card provider.
We cannot refund import duties, taxes or other charges you paid to customs or a courier, because we do not receive them.
8. Problems with a payment
If something looks wrong with a payment, please contact us first. Most problems can be sorted out quickly once we know about them.
9. How to contact us
To cancel an order, make a claim or ask about a refund, email us at hello@handandmuse.com or call or WhatsApp us on +91 94622 33480. Please include your order details and, for a damage claim, your photos.
See also our Shipping and Delivery Policy and Terms & Conditions.