Return & Refund Policy

Last updated: August 16, 2026

We want you to feel confident when ordering from LIGNAMUSE. This Return & Refund Policy explains when products may be returned, how returns are handled, and when refunds or other remedies may be available.

Nothing in this policy limits any mandatory consumer rights that apply under the laws of your place of residence.

30-Day Return Window

We offer a 30-day return window for eligible products.

You have 30 days from the date your order is delivered to request a return.

To qualify for a voluntary return, the item must generally:

• Be in substantially the same condition in which you received it.

• Show no avoidable damage or significant signs of use.

• Include all original parts and accessories.

• Include any documentation supplied with the product.

• Be returned with the original packaging where reasonably possible.

• Be accompanied by your order number or other proof of purchase.

We reserve the right to reduce or refuse a voluntary refund where an item has been materially used, damaged, altered, or returned incomplete, except where applicable law provides otherwise.

Natural Materials and Hand-Finished Products

Many products made from natural materials may show differences in wood grain, color, texture, knots, tone, or other natural characteristics.

Small variations resulting from natural materials or hand-finishing are not, by themselves, considered defects.

However, this does not affect your rights if a product is damaged, defective, materially different from its description, or otherwise not in conformity with applicable consumer law.

How to Request a Return

Before sending an item back, please contact us at:

support@lignamuse.com

You may also contact us through our Contact page.

Please include:

• Your order number.

• The product you wish to return.

• The reason for the return.

• Photographs where relevant to a damaged, defective, or incorrect item.

If the return is eligible, we will provide the appropriate return destination together with packing and shipping instructions.

Do not automatically return an item to the sender address shown on the original parcel. Our return destination may differ depending on the product, fulfillment arrangement, or location.

Sending a return to an address other than the one provided in our return instructions may delay processing.

Return Shipping Costs

For voluntary returns due to a change of mind, preference, or ordering error, the customer is generally responsible for the cost of return shipping unless applicable law requires otherwise.

We recommend using a trackable shipping service and, for higher-value products, appropriate shipping insurance.

Please package returned products carefully. Damage caused by inadequate return packaging may affect the amount of a voluntary refund where permitted by law.

If an item is confirmed to be defective, damaged in transit, materially incorrect, or otherwise our responsibility, LIGNAMUSE will provide an appropriate remedy and will cover or reimburse reasonable return shipping costs when a physical return is required.

Where a product contains batteries or other components subject to carrier restrictions, please follow the return shipping instructions we provide before sending the product.

Damaged, Defective, Incomplete, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible at support@lignamuse.com.

Please provide, where reasonably available:

• Your order number.

• A description of the issue.

• Clear photographs of the product.

• Photographs of the packaging.

• Photographs of the shipping label or visible package damage.

Please keep the product and packaging until we have reviewed the issue, as additional information or carrier inspection may occasionally be required.

Depending on the circumstances, we may provide:

• Replacement parts.

• Repair.

• Replacement.

• Partial refund.

• Full refund.

• Another remedy required by applicable law.

We will not require you to pay return shipping costs for a confirmed error or defect for which we or the carrier are responsible when a return is required.

Non-Returnable Items

The following items are generally not eligible for voluntary change-of-mind returns:

• Products made to your specifications.

• Clearly personalized or customized products.

• Gift cards.

• Products clearly identified as Final Sale before purchase.

This exclusion does not limit any rights you may have if the product is defective, damaged, misdescribed, incorrect, unsafe, or otherwise non-conforming.

If you are unsure whether an item is eligible for return, contact us before sending it.

Exchanges

We do not generally process direct product-for-product exchanges.

If you wish to exchange an eligible item, please request a return first.

Once your return is approved, you may place a new order for the replacement product.

Using separate return and replacement orders helps prevent issues caused by changes in price, availability, or inventory while a return is in transit.

Refunds

Once an authorized return has been received and inspected, we will notify you of the outcome.

If approved, the refund will normally be issued to the original payment method within 10 business days.

Your bank, credit card issuer, or payment provider may require additional time to process and post the refund after we have issued it.

For ordinary change-of-mind returns, original shipping charges and optional expedited-shipping charges are generally non-refundable unless applicable law requires otherwise.

Where the return results from our error, a confirmed defect, damage in transit, or another circumstance for which we are responsible, we will provide the appropriate refund or remedy required under this policy and applicable law.

If more than 15 business days have passed after we notified you that your refund was approved and you have not received it, please contact us at support@lignamuse.com.

Partial Refunds

Where permitted by law, a partial refund may be issued instead of a full voluntary refund if a returned item:

• Shows use beyond what is reasonably necessary to inspect it.

• Has been damaged after delivery.

• Is missing parts or accessories.

• Has been altered.

• Has been returned in a condition that materially reduces its value.

This section does not limit mandatory consumer rights relating to defective, damaged, misdescribed, or non-conforming products.

Order Cancellations and Changes

If you need to cancel or change an order, contact us as soon as possible at support@lignamuse.com.

We will make reasonable efforts to accommodate requests before fulfillment begins, but we cannot guarantee that an order can be changed or canceled once processing, packing, production, or shipping has started.

If the order has already shipped, the applicable return terms in this policy will apply.

If we cancel an order before shipment, any amount paid for the canceled item will be refunded to the original payment method.

European Economic Area

If you are a consumer in the European Economic Area and applicable distance-selling laws apply to your purchase, you generally have a statutory right to withdraw from an eligible online purchase within 14 days after delivery without giving a reason.

You must notify us of your decision within the applicable statutory period.

Where the statutory withdrawal right applies:

• You will generally be responsible for the direct cost of returning the goods if you were informed of that responsibility before purchase.

• We will refund payments as required by applicable law.

• Where required, the refund will include the cost of the least expensive standard delivery method offered for the original order.

• Additional amounts paid for premium or expedited shipping may not be refundable beyond the cost of standard delivery.

• We may delay the refund until the returned goods are received or until you provide evidence that they have been sent back, where permitted by law.

The statutory withdrawal right may not apply to certain goods, including products made to your specifications or clearly personalized products.

Nothing in this policy limits statutory rights relating to faulty, damaged, misdescribed, unsafe, or otherwise non-conforming goods.

United Kingdom

If you are a consumer in the United Kingdom and applicable distance-selling laws apply to your purchase, you generally have the right to cancel an eligible online purchase within 14 days after delivery without giving a reason.

Where the statutory cancellation right applies:

• You must notify us within the applicable cancellation period.

• You will generally be responsible for the direct cost of returning the goods if you were informed of that responsibility before purchase.

• We will refund eligible payments within the period required by law.

• Where required, the refund will include the cost of the standard delivery option.

• Additional amounts paid for premium or expedited delivery may not be refundable beyond the standard delivery cost.

• Personalized or made-to-order products may be excluded from the statutory cancellation right.

These rights are separate from your legal rights where goods are faulty, damaged, misdescribed, or otherwise non-conforming.

Return Abuse and Fraud

We reserve the right to investigate returns that show reasonable signs of fraud, misuse, product substitution, intentional damage, or abuse of our return process.

Any action taken under this section will remain subject to applicable law and will not affect legitimate consumer rights.

Contact Us

For questions about returns, refunds, damaged products, or order cancellations, please contact:

LIGNAMUSE
Email: support@lignamuse.com

You may also contact us through our website's Contact page.

Please include your order number when contacting us about an existing purchase.

The authorized physical return address will be provided with your return instructions when a return is approved or otherwise required.