Refund policy

Return and Refund Policy

Last updated: September 2, 2026

We want you to feel confident ordering from Vela Muse. This policy applies to physical products purchased directly from our online store and does not limit any mandatory consumer rights that apply in your location.

Return window

You may request a return of an eligible non-custom item within 14 days after delivery. To be eligible, the item must be unused, unaltered, and in its original packaging, with all components included and proof of purchase.

Before sending anything back, email VelaMuse@outlook.com with your order number and the reason for the return. We will provide return instructions and the authorized return address. Items returned without authorization may not be accepted.

Items that cannot be returned

• Made-to-order finished handmade bouquets, personalized or custom-made products, and photo keepsake add-ons made from an uploaded image are final sale from the time the order is placed. We do not accept change-of-mind returns or exchanges for these items. This final-sale rule does not apply if an item is damaged, defective, materially not as described, incomplete, or incorrect, or where applicable law requires a remedy.
• DIY kits that have been opened, used, are missing components, or have had their tutorial access redeemed, except where required by law.
• Digital content that has already been accessed or delivered, except where required by law.
• Gift cards and final-sale items, where permitted by law.

Order cancellations

Please request a cancellation within 12 hours of ordering. Because our products are handmade, cancellation may no longer be possible after production or personalization has started. Any statutory cancellation or withdrawal rights remain unaffected.

Damaged, defective, incorrect, or incomplete orders

Please inspect your order when it arrives. To help us investigate quickly, contact us within 48 hours with your order number, photos of the product, and photos of the shipping packaging. This reporting period does not reduce rights you may have under applicable law. We will review the evidence and provide the remedy required by applicable law and this policy.

Return shipping and refunds

For an approved change-of-mind return of an eligible non-custom item, the customer is responsible for return shipping. If the item is damaged, defective, materially not as described, incomplete, incorrect, or otherwise our responsibility, we will provide appropriate return instructions. Original delivery charges are refundable only where required by law or where the order was defective or incorrect.

After we receive and inspect an approved return, we will notify you of the decision. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional processing time.

European Union customers

For eligible goods shipped to the European Union, you generally have a 14-day right of withdrawal. Statutory exceptions may apply to personalized or clearly custom-made goods and to certain digital content supplied with your prior consent. Nothing in this policy limits mandatory rights available to you.

Contact

Questions about returns or refunds: VelaMuse@outlook.com.