1. Made-to-Order Keepsakes
Every keepsake at The Museum Gift Store, including our dual-sided canvas tote bags, glazed ceramic mugs, woven throw pillows, hardcover journals, and ceramic ornaments, is custom printed and assembled specifically for you once your order is confirmed.
Because each item is manufactured on demand to eliminate production waste, we do not accept returns or offer exchanges for buyer's remorse (e.g., ordering an incorrect format or changing preference after fulfillment begins).
For our Bespoke Custom Artwork Request service, the 50% upfront payment collected at the time of request is non-refundable as it covers curatorial plaque research, archival image preparation, and custom product mockup creation. Once your custom mockup is approved and the remaining 50% balance is paid, the physical item is protected by the same Quality Guarantee below for any transit damage or manufacturing defects.
2. Our Quality Guarantee: Damaged or Faulty Items
We stand firmly behind the exhibition-grade printing and craftsmanship of our collection. In alignment with our print fulfillment standard, if your product arrives damaged in transit, defective, or with a noticeable print flaw, you are entitled to:
- A free replacement shipped to you immediately at zero additional expense, or
- A 100% full refund issued directly back to your original payment method.
3. Photographic Proof Requirement
To qualify for a complimentary replacement or refund on a faulty item, a clear photograph of the issue is required.
When submitting your claim, please provide:
- A clear photo displaying the defect, damage, or print imperfection on the product.
- A photo showing the whole item alongside the packaging or shipping label (if damage occurred during courier transit).
- Your order confirmation email or order number.
4. Timeframe (30-Day Claim Window)
Please contact our concierge team within 30 calendar days of receiving your delivery (based on carrier delivery tracking). Claims submitted after 30 days may no longer be eligible for reimbursement or reprinting under fulfillment partner guidelines.
5. Zero Return Shipping & Restocking Fees
Because verified faulty items are evaluated digitally via photos, you will not be asked to mail the damaged item back to us. Consequently:
- There are $0.00 return shipping fees.
- There are $0.00 restocking or handling charges.
Once your photograph is reviewed and confirmed, we immediately trigger your replacement order or issue your refund without requiring you to pack or ship anything.
6. Refund Processing Times
If a refund is selected, funds are returned directly to your original payment card via Stripe. Refunds typically appear in your account within 3 to 5 business days, depending on your financial institution.
7. How to Contact Our Concierge
To report a faulty or damaged piece, please send your details directly to our customer care team: