Refund policy
Last Updated: July 20, 2026
At VaseMuse, we believe that shopping for your home should feel calm, thoughtful, and reassuring. Every vase and decorative piece in our collection is chosen to bring balance, natural beauty, and quiet elegance into your space. We carefully inspect and package each order, particularly our delicate glass and decorative products, so that it can travel safely from our store to your home.
We understand, however, that a product may not always be the right fit for your interior, or that an unexpected issue may occur during delivery. This Return & Refund Policy explains the conditions under which products purchased from VaseMuse.store may be returned, exchanged, replaced, or refunded.
By placing an order through our website, you acknowledge that you have reviewed and accepted this policy. Nothing in this policy is intended to exclude, restrict, or replace any mandatory consumer rights that may apply to you under the laws of your country, province, state, or territory.
1. Our 30-Day Return Promise
VaseMuse offers a 30-day return period for eligible products.
You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier. To remain eligible, your return request must be submitted before the end of this period.
Once a return request has been approved, we will provide instructions explaining how and where to return the product. Products sent back without prior authorization may not be accepted or processed.
We encourage you to inspect your order as soon as it arrives, especially when it contains glass, ceramic-look, or other delicate decorative items.
2. Return Eligibility
To qualify for a standard return, the product must generally meet all of the following conditions:
The return request is submitted within 30 days after delivery.
The product is unused, unaltered, and in substantially the same condition in which it was received.
The product has not been permanently assembled, painted, modified, repaired, or customized by the customer.
The product includes its original components, accessories, inserts, protective materials, and packaging where reasonably available.
The product is packaged safely enough to prevent damage during return transportation.
The customer provides valid proof of purchase, such as an order number, confirmation email, or receipt.
We understand that customers may need to open packaging to inspect a product. Carefully opening the package for reasonable inspection does not automatically make the product ineligible for return. However, products showing signs of extensive use, misuse, neglect, staining, scratches, breakage, or improper handling may be refused or subject to a reduction in the refundable amount where permitted by law.
3. Free Returns
VaseMuse provides free return shipping for approved eligible returns made within the 30-day return period.
When your return is approved, we may provide one of the following:
A prepaid return shipping label
A digital return code
Instructions for returning the product through an approved carrier
Another reasonable return method based on your location
The specific return method may vary depending on the customer’s country, product dimensions, package weight, carrier availability, and the nature of the return.
Free return shipping applies only when the customer follows the return instructions issued by VaseMuse. We cannot reimburse unauthorized shipping charges, premium delivery services, expedited return shipping, customs brokerage services, or packages sent to an unapproved address.
Please do not return products directly to the address printed on the original shipping package unless our support team specifically instructs you to do so. Some orders may be fulfilled from different logistics facilities, and returning an item to the wrong address may delay or prevent processing.
4. How to Request a Return
To begin a return, contact us at:
Email: support@VaseMuse.store
Phone: (289) 788-5204
Please include:
Your full name
Your order number
The email address used to place the order
The name of the product you wish to return
The quantity being returned
The reason for the return
Clear photographs if the product is damaged, defective, incorrect, or incomplete
Our customer support team will review your request and normally respond within one to three business days.
If your request is approved, you will receive return instructions. Please follow those instructions carefully and retain your return receipt or tracking information until your refund has been completed.
5. Return Packaging Requirements
Many VaseMuse products are made from glass or have delicate decorative shapes. Proper packaging is essential when returning these items.
Whenever possible, use the original box, molded inserts, protective sleeves, foam, bubble wrap, dividers, and other materials supplied with the order. If the original packaging is unavailable, use a strong box and sufficient cushioning to prevent the product from moving inside the package.
Glass vases should be individually wrapped and separated from other items. Empty spaces inside the package should be filled with protective material.
VaseMuse may not be responsible for damage caused by insufficient return packaging when the customer arranged or controlled the packaging. If a returned product arrives damaged because it was packed carelessly, we may reduce or refuse the refund to the extent permitted by applicable law.
6. Damaged Products
Please inspect your order immediately upon delivery.
If a product arrives cracked, shattered, chipped, dented, scratched, or otherwise damaged, contact us as soon as reasonably possible. For the fastest resolution, we recommend contacting us within seven days of delivery.
Your message should include:
A clear photograph of the entire product
Close-up photographs of the damaged area
A photograph of the outer shipping box
A photograph of the shipping label
A photograph of the internal packaging
Your order number and a short explanation of the issue
Do not discard the product, packaging, or shipping box until we have reviewed your claim. The carrier or our fulfillment partner may require these materials for inspection.
After reviewing the evidence, we may offer an appropriate solution, including:
A replacement product at no additional charge
A refund to the original payment method
A partial refund when the damage is minor and the customer agrees to keep the product
Store credit, only when accepted by the customer
A replacement component where appropriate
We will not require a customer to pay return shipping for a confirmed damaged or defective product.
7. Incorrect or Incomplete Orders
If you receive the wrong product, wrong color, wrong size, wrong quantity, or an incomplete order, please contact us promptly.
Provide photographs of the item received, its packaging, and any product labels. Once the issue has been verified, VaseMuse may arrange a free replacement, send the missing component, or issue a refund.
You will not be charged return shipping for an item that was sent incorrectly because of an error by VaseMuse or one of our fulfillment partners.
8. Defective Products
A product may be considered defective when it has a manufacturing problem that materially affects its normal function, stability, construction, or intended appearance.
Minor variations are not necessarily defects. Many decorative products may have small differences in color, surface texture, dimensions, wood grain, transparency, bubbles, mold lines, or finish. Such variations can result from manufacturing processes, lighting conditions, monitor settings, photography, or the natural character of the materials.
For example, slight color variation in a wooden base, small bubbles in glass, or modest measurement differences may be considered normal when they do not affect safe and reasonable use.
If you believe your product is defective, contact our support team with photographs and a detailed description. We will review the matter fairly and provide a solution consistent with this policy and applicable law.
9. Change-of-Mind Returns
Eligible products may be returned within 30 days even when they are not damaged or defective.
Common change-of-mind reasons include:
The vase does not suit the intended room
The color or shape does not match existing décor
The product is larger or smaller than expected
The customer ordered the wrong variation
The customer no longer wishes to keep the item
The product was purchased as a gift but is no longer needed
Approved change-of-mind returns qualify for free standard return shipping when completed according to our instructions.
The product must remain in returnable condition. We recommend reviewing all dimensions, materials, colors, and product photographs before ordering.
10. Products That Cannot Be Returned
Unless required by applicable law, the following items may not qualify for a standard return:
Gift cards
Products clearly marked as final sale
Personalized or custom-made products
Products altered or modified after delivery
Products damaged through misuse, accidental breakage, neglect, or improper care
Products returned more than 30 days after delivery
Products missing essential components
Products contaminated by substances, soil, chemicals, food, or biological material
Products used in a manner inconsistent with their intended decorative purpose
Items returned without authorization or to an incorrect address
A sale price alone does not necessarily make a product final sale. A discounted product remains eligible unless the product page or checkout clearly identifies it as final sale.
11. Hydroponic Vase Returns
Before returning a hydroponic vase, remove all water, plants, roots, stones, soil, fertilizer, floral foam, and decorative contents.
Clean and dry the product carefully. Products returned with standing water, organic residue, mold, strong odors, chemicals, or biological material may be refused for health, safety, and transportation reasons.
Damage caused by plant roots, mineral buildup, harsh cleaning chemicals, freezing, boiling water, impact, or improper use is not considered a manufacturing defect.
12. Exchanges
VaseMuse may offer exchanges when inventory and shipping conditions permit.
The fastest way to obtain a different product is generally to return the original item and place a new order after the return has been approved. This helps prevent stock from selling out while the return is in transit.
If a direct exchange is available, the replacement product will normally be shipped after the returned item has been received and inspected.
Price differences may apply. If the replacement costs more, the customer may be required to pay the difference. If it costs less, the remaining amount may be refunded.
13. Order Cancellations
Orders begin processing soon after they are placed.
To request a cancellation, contact us immediately at support@VaseMuse.store. We will make reasonable efforts to cancel the order before fulfillment, but cancellation cannot be guaranteed once processing, packing, or shipping has begun.
If an order has already shipped, it must normally be handled as a return after delivery.
VaseMuse reserves the right to cancel an order because of suspected fraud, payment authorization failure, inventory errors, pricing errors, delivery restrictions, duplicate orders, or other legitimate operational reasons. If we cancel a paid order, the relevant amount will be refunded.
14. Refused and Undeliverable Packages
If a customer refuses delivery without prior authorization, or if a package is returned because of an incomplete address, incorrect address, repeated unsuccessful delivery attempts, or failure to collect the package, we will contact the customer after receiving the returned shipment.
Depending on the circumstances, the customer may receive a refund for the eligible merchandise. Original expedited shipping charges, customs charges, address correction expenses, or other unrecoverable costs may be excluded where permitted by law.
This section does not apply when delivery failed because of an error by VaseMuse or the carrier.
15. Return Inspection
After your return arrives, our team will inspect it to confirm:
The correct product was returned
The product meets the eligibility conditions
The package contains all relevant components
The item has not been damaged through misuse or inadequate packaging
The return corresponds to the approved request
Inspection generally takes three to seven business days after receipt.
We will notify you when the return has been approved or if additional information is required.
16. Refund Processing
Approved refunds are issued to the original payment method used for the purchase unless otherwise required by law or agreed with the customer.
Depending on the circumstances, a refund may include:
The product purchase price
Applicable sales taxes
Standard shipping charges where required by law
Other amounts approved by VaseMuse
After VaseMuse issues the refund, your bank, card provider, payment service, or financial institution may require additional time to post it to your account. These processing times are controlled by the payment provider and are outside our direct control.
Please allow approximately five to ten business days after receiving confirmation that the refund has been issued. Some providers may take longer.
17. Original Shipping Charges
When an order qualified for free standard shipping, there is normally no original shipping charge to deduct.
Optional charges for expedited, priority, express, premium, or special delivery services are generally non-refundable when the requested service was successfully provided, except where required by law or when the return results from our error.
18. Partial Refunds
Where permitted by law, VaseMuse may issue a partial refund rather than a full refund if a returned product:
Shows signs of use beyond reasonable inspection
Is missing non-essential components
Has damaged original packaging that materially affects resale
Requires cleaning or restoration
Was damaged because of inadequate return packaging
Has otherwise decreased in value while under the customer’s control
We will communicate the reason for any deduction. No deduction will be made for damage that existed before delivery or resulted from a verified defect.
19. Late or Missing Refunds
If you have received a refund confirmation but cannot see the funds:
Review the original payment account.
Contact your card issuer or bank.
Allow the payment provider’s standard processing time.
Confirm that the payment method is still active.
If the refund still does not appear after the expected processing period, contact support@VaseMuse.store with your order number.
20. Gifts
When an item was purchased as a gift, any refund will normally be issued to the original purchaser’s payment method.
We may offer store credit to the gift recipient where operationally possible and with appropriate proof of purchase. Store credit is not guaranteed and may be subject to separate terms.
21. Promotional Offers and Bundles
When a product was purchased as part of a bundle, multi-buy offer, gift-with-purchase promotion, or volume discount, the refund may be recalculated based on the items retained.
If returning part of a promotion means the original order no longer qualifies for the discount or free gift, the value of the discount or promotional item may be deducted from the refund where permitted by law.
Promotional gifts must be returned unused when the qualifying purchase is returned, unless otherwise stated.
22. International Returns
Customers outside Canada may use the same return request process.
Return procedures may differ by country because of carrier availability, customs requirements, local postal rules, and product restrictions. Do not send an international return until you receive written instructions from our support team.
VaseMuse is not responsible for customs charges or import fees caused by an unauthorized return method. Approved free returns must use the method supplied or authorized by VaseMuse.
23. Chargebacks and Payment Disputes
We encourage customers to contact us before initiating a payment dispute. Most delivery, damage, return, or refund concerns can be resolved directly and more quickly through our support team.
Initiating a chargeback does not automatically create an entitlement to keep both the product and the refunded payment. We reserve the right to provide order records, delivery confirmation, correspondence, photographs, and policy information to the payment provider when responding to a dispute.
Nothing in this section limits a customer’s lawful right to contact their payment provider or exercise rights available under applicable consumer law.
24. Mandatory Consumer Rights
This policy provides voluntary return benefits in addition to any non-waivable legal rights that may apply.
Certain jurisdictions provide specific remedies when goods are defective, unsafe, materially misrepresented, not delivered, delivered late, or otherwise fail to meet legal guarantees. Those rights may apply independently of our 30-day return period.
Where this policy conflicts with mandatory consumer protection law, the applicable law will prevail.
25. Policy Abuse and Fraud Prevention
VaseMuse may refuse a return or refund where there is reasonable evidence of fraud, return substitution, false damage claims, repeated policy abuse, altered proof of purchase, shipment manipulation, or the return of a product different from the item purchased.
We may document returned products and packaging for quality assurance and fraud prevention purposes.
Any decision will be made reasonably, consistently, and subject to applicable law.
26. Changes to This Policy
We may revise this Return & Refund Policy from time to time to reflect changes in our operations, products, services, legal obligations, or Shopify store features.
The updated version will be published on VaseMuse.store with a revised “Last Updated” date.
The policy that applies to your order will generally be the version presented when the order was placed, except where a later change is required by law or provides more favorable rights.
27. Contact Us
For return authorization, damaged-item assistance, refund questions, or other concerns, contact:
VaseMuse
Business Address
1252 Rue d'Érié
Québec, QC G3J 0E9
Canada
Phone
(289) 788-5204
Our team is committed to handling every request with patience, fairness, and care. Just as Japandi design values balance, simplicity, and thoughtful living, we aim to make every stage of your VaseMuse experience clear, calm, and dependable.
This template is general business content and should be reviewed by a qualified legal professional before publication, particularly if VaseMuse sells internationally.