Returns, Refunds & Disputes

Narrow return window · marketplace-style rules (inspired by low-return marketplaces)

General information only. Not legal advice. Applicable consumer protection laws may override parts of this policy where they cannot be waived. Independent sellers set some terms; The DropMuse facilitates the marketplace.

Default position: most sales are final. Works on The DropMuse are original or limited-edition art pieces sold directly by independent artists and collectors. Because each piece is unique or produced in small runs, returns for reasons such as buyer’s remorse or change of mind are generally not accepted — a returned work cannot simply be restocked. This approach protects the integrity of the work and supports a sustainable marketplace for independent creators.

1. Platform refund policy (all listings)

Minimum protection policy. Refunds are only available if an item is not delivered (due to seller's fault), arrives damaged or defective, or is not as described.

Every listing on The DropMuse is offered under this same standard regardless of the seller's stated policy. The buyer refund request window and other sections on this page add timing and process detail.

2. Seller refund policies (per listing)

All listings on the Platform apply the platform minimum protection policy. Refunds are available in the following cases:

Non-delivery — item was not received.
Damage — item arrived damaged.
Not as described — item materially differs from the listing.

The platform minimum protection applies to all transactions. Outside of these cases, sales are generally final.

3. Buyer cancellation before seller acceptance

While your order status is pending or paid and the seller has not yet accepted, you may cancel from your Dashboard for an unconditional full refund — no reason required. Once the seller accepts the order, cancellation is subject to the seller's refund policy above. See FAQ — cancellation.

4. Buyer refund request window (platform)

For both artist (primary) orders and collector resale orders, the in-app buyer protection clock works the same way:

7 calendar days from delivery confirmation to start a refund request through your Dashboard (the platform records a deadline on the order).
Delivery is “confirmed” when you confirm receipt on the Dashboard, or when the system auto-confirms because 7 calendar days have passed since the seller marked the order shipped and you did not confirm manually (same rule used to open reviews).
After that 7-day refund-request window ends, new refund requests through the standard in-app flow are not accepted for that order.
What you can request (e.g. not delivered, damaged, not as described) follows the platform’s minimum protection refund policy and the sections below — the window above is when you may file through the Platform.

Note: The auto-confirm clock starts when the seller marks the order shipped — not when you receive it. If your package has not arrived and the window is approaching, open a dispute proactively through your Dashboard rather than waiting for delivery.

5. Shipping address accuracy (checkout)

Please ensure your shipping address is accurate.

Orders shipped to incorrect addresses may not be eligible for refunds.

6. When returns or refunds may be approved

Subject to verification, refunds or returns may be approved in the following cases:

Not as described: materially different from the listing (e.g., wrong variant, wrong artwork).
Arrived damaged: buyer must provide clear photos of the item and packaging within 7 calendar days of confirmed delivery (or first carrier scan showing delivery).
Never shipped or invalid tracking: after reasonable review per our Shipping policy.

Platform role: The DropMuse may document and facilitate communication between buyers and sellers. Any refund amounts may be deducted from current or future seller payouts.

Return shipping & labels

When a return is required before a refund is issued, if the seller accepts the refund through the Platform (e.g. not as described, arrived damaged, non-delivery), the seller must create a prepaid return shipping label and upload it on the order. The buyer ships the item back using that label.

7. Resale transactions (collector sellers)

Who you are buying from: On a resale order, the seller is the collector (reseller) listing the item—not the original artist who first sold the work on the Platform (unless that same person is also the reseller).

Responsibility: Shipping, packaging, item condition as described, and resolution of “not as described,” damage, or non-delivery claims for that order are the reseller’s responsibility. The Platform’s tools apply to that buyer–reseller relationship.

Not the original artist’s sale: If you are unhappy with a resale purchase, you must work with the reseller (and dispute flows tied to that order). The original artist is not responsible for fulfillment, refunds, or condition of items in a separate resale transaction they did not ship. This does not limit any independent legal rights that cannot be waived under applicable law.

Off-platform sales notice: Attempting to conduct sales outside this platform may result in account restrictions. Please note that artworks traded externally are not tracked, and ownership cannot be verified.

Purchase order — after a resale listing: If we confirm that an item you bought was listed for resale on the Platform (collector resale), refunds and exchanges for that same checkout order (whether you bought from the original artist or another collector) are not available, including after the resale listing is removed or sold. This applies to refund requests, in-app disputes, and admin-assisted refunds for that order.

General return rules for pre-owned/resale listings still apply—see What we do not cover below. For how resale fits into the marketplace, see Terms of Service.

Returns: Items may be required to be returned before a refund is issued.

Evidence retention: Sellers should retain proof of shipment, delivery confirmation, and all communications with buyers for at least 120 days after delivery, to respond to potential disputes. Failure to provide sufficient evidence may increase the likelihood of losing a dispute.

8. What we do not cover

Color differences within normal print tolerance or minor cropping differences disclosed in the listing.
Buyer’s remorse, “doesn’t match my décor,” or delivery delays caused by carriers.
Damage after delivery due to buyer mishandling, improper installation, or improper storage.
Differences in appearance due to photography lighting or texture rendering — artwork may look different in person than on screen.
Natural material variation — characteristics such as grain, texture, or pattern in ceramics, wood, textiles, and similar materials are inherent to the medium and not defects.
Digital files or licenses — purchase of a physical work does not include any digital file, reproduction rights, or intellectual property license unless explicitly stated in the listing.
Resale or pre-owned items sold as described — buyers should inspect photos carefully before purchase.

9. Payment disputes

For order problems, buyers should open a dispute through their Dashboard or contact the seller directly. The DropMuse may facilitate communication, review evidence, and process refunds through the platform's dispute tooling as appropriate. Refunds issued through the Platform are processed via the original payment method; amounts are deducted from seller payouts (current or future).

Dispute quota. Each party (buyer and seller) may open a maximum of 2 disputes per order independently. The buyer's quota and seller's quota are tracked separately — one party reaching their limit does not affect the other's remaining quota. The remaining count is shown on the Dispute button in your Dashboard. Once a party's quota is exhausted, further dispute escalation requires platform admin intervention, which may result in a binding decision. Disputes initiated by platform admins do not count toward either party's quota.

10. False claims

Filing false claims about non-receipt, damage, or item condition without good-faith evidence is a violation of Platform rules for both buyers and sellers. The Platform may deny disputed refunds and take account action against parties found to have submitted fabricated or misleading evidence.

11. How to request help

For order issues (not received, damaged, not as described), open a dispute through your Dashboard within the 7-day refund request window. The Platform's dispute flow lets both parties submit evidence and may result in a Platform-facilitated refund where eligible.

For account, trust & safety, or other non-order matters, use the Contact form (signed-in accounts only).

Effective from: June 1, 2026