Refund policy

Muse Frame has a 90-day return policy, which means you have 90 days from the delivery date to request a return. This is intended to give you confidence when purchasing and evaluating the product.

To start a return request, please email support@museframe.io with your order number, delivery address, and a brief explanation of the reason for the return. Returns must be approved by our team before anything is shipped back. If a return is sent without authorization or without the required information, we may be unable to process it.

If you are requesting a return due to change of mind (non-defective return), once your return is approved you must ship the unit back within 14 days from the date you notified us of your intention to return. The unit must be in the same condition you received it: unused, in working condition, with the protective materials intact where applicable, and with all accessories and the original box/packaging included. In these cases, the customer is responsible for return shipping costs. Original shipping fees are non-refundable, and any customs duties, import taxes, or related fees are not covered by Muse Frame and are non-refundable.

If your request relates to a suspected defect or damage, our team will first do our best to diagnose and resolve the issue remotely (for example through settings checks, app/firmware guidance, or basic functional tests). This remote troubleshooting stage may take a few business days depending on the complexity of the case and time zones. If the issue cannot be resolved remotely, we will escalate the case to the appropriate next step, which may include a replacement, return-for-inspection, or refund depending on the scenario and internal confirmation.

If your return is due to confirmed damage in transit or a verified hardware defect, Muse Frame will cover the return shipping and will offer a resolution in the form of a replacement unit or a refund. This will be confirmed internally after we review the case and, where applicable, coordinate with the courier or production team.

Once your return is received, it will be inspected. We will email you once the inspection is complete and confirm the outcome. If the unit meets the return conditions, the refund will be processed back to the original payment method. Please note that banks and card providers can take additional time to post the funds after we process the refund.

If the returned unit shows any damage, wear, missing parts, missing packaging, or any condition issues that were not previously reported and agreed in writing, the refundable value may be reduced to reflect the product’s decreased resale value. This includes, for example, scratches, dents, screen marks, missing accessories, missing protective materials, or insufficient packaging that results in damage during the return shipment. Any such reduction will be clearly communicated to you before the refund is finalized.

Return shipment responsibility depends on the reason for return. For non-defective returns, the customer is responsible for ensuring the unit is packaged securely and for any damage that occurs in transit back to us. For confirmed transit damage or verified hardware defects where Muse Frame covers return shipping, we will guide you through the packaging and pickup steps to minimize risk.

Hardware Warranty (1-Year Limited)

Muse Frame products include a 1-year limited hardware warranty from the date of delivery. This warranty covers manufacturing defects and hardware malfunctions that occur under normal use. Covered components include the internal electronics, display panel, motherboard, and power system, provided the issue is not caused by misuse, accidental damage, improper installation, unauthorized modification, liquid exposure, voltage irregularities, external impact, or the use of non-approved power adapters or accessories.

Software-related matters are not considered hardware defects and are not covered under the hardware warranty. This includes, but is not limited to, app updates, operating system or firmware updates, APK installation issues, compatibility limitations, network configuration issues, third-party app behavior, NFT rendering inconsistencies, user settings, or configuration mistakes. While software issues fall outside warranty coverage, we will still provide reasonable guidance and support to help troubleshoot and resolve them where possible.

If you believe your unit is damaged, defective, or you received the wrong item, please contact support@museframe.io as soon as possible so we can investigate and make it right as quickly as possible.