Refund policy

Return & Refund Policy — Saint Muse

Scope

This policy applies to all orders placed on the Saint Muse store. By placing an order, you acknowledge and agree to the conditions outlined below.

Return & Withdrawal Period (30 days)

You have 30 days from the date of receipt of your order to contact us regarding a return request.

However, in line with our eco-responsible approach and international logistics constraints, Saint Muse does not encourage physical returns.

Instead, we prioritize simpler and more sustainable solutions, such as partial refunds, store credit, or exchanges, depending on the situation.

Non-Returnable Products

For hygiene, safety, or practical reasons, the following items cannot be returned physically:

  • Opened or used beauty, cosmetic, or care products
  • Lashes, beauty accessories, or personal-use items once opened
  • Free gifts, promotional items, or “Final Sale” products
  • Gift cards or digital products

If you are unsure about an item, please contact us before purchasing.

Product Not Liked / Perceived Quality / Subjective Reasons

If the product does not meet your personal expectations (style, weight, appearance, or perceived quality), this does not constitute a defect.

In these cases, Saint Muse offers alternative solutions instead of full refunds:

  • Partial refund (20–30% max) — the item is kept by the customer
  • Store credit (up to 100% of the product value)
  • Exchange for another model, subject to availability

These solutions are offered as a commercial gesture, not as an admission of fault.

Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery at hello@saintmuse.com, providing:

  • Order number
  • Clear photos of the package and product
  • A brief description of the issue

After verification, we will offer a replacement, store credit, or a refund, depending on the case.

Physical Returns (Exceptional Cases Only)

Physical returns are not the default solution and are only accepted after prior written approval from Saint Muse.

Conditions:

  • The product must be new, unused, unwashed, and in original packaging
  • The return must be sent within 14 days of approval
  • Return shipping costs are fully borne by the customer
  • A tracked shipping method is mandatory

Returns sent without authorization or outside the timeframe may be refused.

Refunds

  • Refunds (partial or full, when applicable) are processed within 5–10 business days after confirmation
  • Refunds are issued to the original payment method
  • Initial shipping fees are non-refundable, except in case of Saint Muse’s error

Bank processing times may vary.

Undeliverable, Refused, or Unclaimed Packages

If a package is returned due to:

  • Incorrect or incomplete address
  • Failure to collect from pickup point
  • Refusal by the recipient

You may choose between:

  • Reshipment at your expense, or
  • Refund excluding shipping fees, once the package is received and inspected

International Orders

Customs duties, taxes, or import fees are the responsibility of the customer and are non-refundable, even in the event of a return.

Delivery Issues

If tracking shows “delivered” but the package is missing:

  • Check with neighbors, building reception, or pickup point
  • Contact the carrier using your tracking number

If unresolved, contact us at hello@saintmuse.com.

Contact

For any return or refund inquiries:

📧 hello@saintmuse.com

Last updated: June 18, 2026