Política de reembolso

RETURN AND REFUND POLICY

Last updated: August 22, 2026

We want you to feel confident when purchasing from MeltMuse Studio. This Return and Refund Policy explains when returns, refunds, replacements, or other remedies may be available.

1. RETURN WINDOW

Eligible non-customized products may be requested for return within 14 days of delivery.

To be eligible for a change-of-mind return, the product must generally be:

• unused and in the same condition in which it was received;
• returned with its original packaging, accessories, and included materials; and
• reasonably suitable for resale.

Please contact us before sending any item back. Returns sent without prior communication may be delayed or refused where permitted by law.

2. CUSTOM, PERSONALIZED, AND MADE-TO-ORDER PRODUCTS

Customized, personalized, commissioned, or made-to-order products are generally not eligible for change-of-mind returns once production has begun.

This does not affect any rights you may have where a product is damaged, defective, incorrect, materially different from its description, or where applicable law provides otherwise.

3. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

Please inspect your order after delivery.

If your item arrives damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as reasonably possible at:

customerexperience@meltmusestudio.com

Please include:

• your order number;
• photographs or video showing the issue;
• photographs of the packaging where relevant; and
• a brief description of the problem.

After reviewing the case, we may offer an appropriate remedy such as replacement, repair, partial refund, full refund, or another reasonable solution, depending on the circumstances and applicable law.

4. RETURN SHIPPING

For approved change-of-mind returns, return shipping costs are normally the customer's responsibility unless otherwise required by law.

Where the return results from our error, or from a verified damaged, defective, or incorrect product, MeltMuse Studio will cover reasonable return shipping costs where appropriate.

Original shipping charges are generally non-refundable unless the return results from our error or applicable law requires otherwise.

5. REFUNDS

Once an approved return is received and inspected, we will notify you of the outcome.

Approved refunds are issued to the original payment method where possible.

Your bank, card issuer, payment provider, or other financial institution may require additional processing time before the refunded amount appears in your account.

6. CANCELLATIONS

Orders may be cancelled before fulfillment or production has begun.

For customized, commissioned, personalized, or made-to-order products, cancellation may no longer be possible once production has started.

If an order has already been fulfilled or dispatched, it will generally need to be handled under the applicable return process instead.

7. EXCHANGES

Where appropriate, we may offer an exchange instead of a refund.

Availability of replacement products may depend on stock, production capacity, product type, and destination.

8. EUROPEAN ECONOMIC AREA AND UNITED KINGDOM

Where mandatory consumer protection laws provide additional cancellation, withdrawal, return, refund, or conformity rights, those rights remain unaffected by this Policy.

Nothing in this Policy is intended to exclude or restrict rights that cannot lawfully be excluded or restricted.

9. CONTACT

For return or refund questions, contact:

MeltMuse Studio

Email:
customerexperience@meltmusestudio.com

Phone:
+852 5190 2234

Business Location:
Hong Kong SAR