Refund policy

Return & Refund Policy

Effective Date: September 20, 2025

This policy applies to all products purchased through the Musesip US store (hereinafter referred to as "the Store"). Please read carefully before placing an order.

I. Return Window

Standard Products (regular cups and tumblers with no customization): Returns may be requested within 30 days of delivery.

Custom Products (tumblers or cups with personalized graphics, text, or engraving): Returns for personal reasons are not accepted. Once a custom product is produced, it cannot be resold and is therefore considered a Final Sale item.

II. Eligible and Ineligible Return Situations

Situations Eligible for Return or Refund

Regardless of whether the product is customized, you may contact us to request a return or remedy in the following situations:

  • Product damaged during shipping

  • Product has a manufacturing defect

  • Wrong product received

  • Customization error caused by the Store (e.g., incorrect print placement, text layout error, significant color deviation in the graphic)

  • Product materially differs from the order description

Situations Not Eligible for Return (Custom Products)

Returns or refunds are not accepted in the following situations:

  • Customer submitted incorrect information at the time of order (including spelling errors, low-resolution images, wrong color/size/cup style selected)

  • Customer changed their mind and no longer wants the customization

  • Custom content meets the order requirements and the product has no quality issues

Please carefully verify before placing your order: name spelling, dates, clarity and composition of uploaded images, and selected color and cup style. Once a custom product enters the production process, it cannot be canceled or modified.

III. Order Cancellation and Modification

  • Within 1 hour of placing the order: If production has not yet begun, you may contact us to request cancellation or modification.

  • More than 1 hour after ordering or once production has begun: Custom products cannot be canceled or modified.

  • Standard Products (non-custom): Cancellation may be requested before shipment.

IV. How to Request a Return or Refund

To start a return, please contact us at info@musesip.com first. If your return is approved, we will provide you with the return address and detailed instructions on how and where to send your package.

Please do not ship any item back without our prior authorization. Unauthorized returns may be refused or delayed.

When contacting us, please include the following information:

  • Order number

  • Name and email used at the time of order

  • Description of the issue

  • Clear photos (full product view, problem area, packaging, and shipping label)

We typically respond within 1-2 business days.

V. Return Shipping Costs

  • Returns caused by the Store's error (wrong item shipped, damaged product, customization error): The Store will cover the return shipping cost, or provide another reasonable remedy (such as a replacement or partial refund).

  • Returns of standard products for personal reasons: The customer is responsible for return shipping costs. If you need a return label, contact us for a discounted shipping option.

VI. Refund Method and Timing

Refunds will be issued to the original payment method (unless required otherwise by law or agreed upon by both parties).

After the returned item is received and inspected, the refund will be initiated within 7 business days. Banks or payment processors may require additional time to post the funds.

For refunds caused by the Store's error, the refund amount includes the product price and standard shipping paid.

VII. Return Conditions for Non-Custom Products

When requesting a return for a standard cup (non-custom), the product must meet the following conditions:

  • Unused and unwashed

  • Original packaging intact

  • All included accessories present

If the product has been used or is missing packaging, the Store reserves the right to refuse the return or deduct corresponding fees.

VIII. Gift Orders

If an order is marked as a gift, the refund may be issued as store credit to the gift recipient, or returned to the original payment method where operationally feasible.

IX. Legal Rights

This policy does not limit any non-waivable rights you may have under applicable law. If you are dissatisfied with the resolution, you may contact your state's consumer protection agency or relevant regulatory authority.

X. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Contact Information

For any questions regarding returns or refunds, please contact:

Email: info@musesip.com

Response Time: We typically respond within 1-2 business days.

Reminder: For custom products, please carefully verify all information before submitting your order. Your satisfaction is our goal, but the unique nature of custom products requires both parties to confirm all details at the time of order.