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      Return Policy

      We genuinely want you to love every item you receive from Naturequeen. Whether it's a cozy throw for your sofa, a decorative piece for your shelf, or a functional addition to your daily routine – we put care into every product we offer, and we hope it brings you joy.

      But we also understand that sometimes things don't work out. Maybe the colour isn't quite what you expected, the size doesn't fit your space, or you simply changed your mind. That's okay – we're here to help.

      This policy explains how returns and refunds work at DwellMuse. We've kept it simple and fair, because we believe shopping for your home should be worry‑free.

      Effective Date: June 29, 2026

      Before you return anything – please contact us first

      If you're thinking about returning an item, please reach out to us before sending anything back. We'll need to understand your situation, authorise the return, and provide you with the correct return address.

      Email us at: service@naturequeenx.com

      When you write to us, please include:

      • Your order number

      • The email address you used when placing the order

      • A clear explanation of why you'd like to return the item

      • Photos showing the issue (if it's damaged, defective, or incorrect)

      We review every request personally and will respond as quickly as we can – usually within 1–2 business days.

      Please don't send returns without contacting us first. If you do, we may not receive your package, and we won't be able to process a refund.

      Return eligibility

      To qualify for a return, items must meet the following conditions:

      • They must be in new, unused, undamaged condition

      • They must include all original packaging, labels, and accessories

      • They must be returned within 30 days of delivery

      • Proof of purchase must be provided

      • The return must be authorised by our customer service team

      If items don't meet these criteria, they may not be eligible for a refund or exchange.

      Damaged, defective, or incorrect items

      We're truly sorry if something arrives damaged, defective, or not what you ordered. Please contact us immediately at service@naturequeenx.com with:

      • Your order number

      • A description of the issue

      • Clear photos or videos showing the problem

      • Your full shipping address

      • A contact phone number (optional, but helpful)

      We'll review your case and make it right – whether that means a replacement, a refund, or another solution that works for you. If the return is approved due to our error, we'll cover the authorised return shipping costs.

      Returns for personal reasons

      If you're returning an item because you changed your mind, ordered the wrong size or colour, or simply no longer want it, that's fine too – but please keep in mind:

      • Return shipping costs are your responsibility

      • Original shipping charges are non‑refundable (unless the return is due to our error)

      • If you're exchanging an item, you may also be responsible for the shipping cost of the replacement

      We understand that choosing the right piece for your home can be tricky, and we're here to help if you have questions before ordering.

      Items that can't be returned

      The following items are not eligible for return or exchange unless they arrive defective, damaged, or incorrect:

      • Clearance or final‑sale items

      • Free gifts or promotional items

      • Personalised or custom‑made items

      • Items marked as non‑returnable on the product page

      • Items that have been used, worn, washed, or altered after delivery

      • Items returned without original packaging or accessories

      • Items returned more than 30 days after delivery

      Coupons and promotional discounts do not have a cash value and will not be refunded separately.

      Return authorisation and address

      To request a return, please email us at service@naturequeenx.com.

      Please do not send returns to the address on the original parcel or to our registered business address unless our customer service team specifically instructs you to do so. Once your return request is approved, we'll provide the authorised return address and instructions.

      Returns sent without prior authorisation may be rejected or delayed. We also don't accept returns sent using cash‑on‑delivery or freight‑collect services – any associated costs may be deducted from your refund or the parcel may be rejected.

      How to return an item

      Step 1: Email us at service@dwellandmuse.com within 30 days of delivery with your order number, the reason for return, and photos if applicable.

      Step 2: Wait for our customer service team to review and approve your request.

      Step 3: If approved, we'll provide you with the authorised return address and instructions.

      Step 4: Securely pack the item with all original packaging, labels, and accessories.

      Step 5: Ship your return using a trackable shipping service. Keep your shipping receipt and tracking number until the process is complete.

      We're not responsible for unauthorised returns or parcels lost in transit when the customer arranges the shipment.

      Refunds

      Once we receive and inspect your returned item, we'll notify you by email whether your refund has been approved or rejected.

      If approved, we'll issue the refund to your original payment method. We aim to process approved refunds within 5–10 business days after inspection. Please allow extra time for the funds to appear in your account – this depends on your bank, card issuer, or payment provider.

      Unless the return is due to our error, the following are generally non‑refundable:

      • Original shipping charges

      • Return shipping costs

      • Any additional delivery or handling charges

      Exchanges

      If you'd prefer to exchange an item, we'll process it after we receive and inspect your return. Product availability isn't guaranteed – if the item you want is unavailable, we may offer a refund or an alternative solution.

      Address changes – a quick note

      Once an order has been packed or shipped, we may be unable to change the delivery address. Please double‑check your address at checkout – we can't be responsible for failed delivery or loss caused by an incomplete or incorrect address.

      We're here for you

      We know that returning an item can feel like a hassle – but we promise to make it as smooth and straightforward as we can. Your satisfaction matters to us, and we'll do everything in our power to ensure you're happy with your DwellMuse experience.

      If you have any questions, concerns, or just want to chat about your order – we're always just an email away.

      Company information:

      • Email: service@naturequeenx.com

      • Legal Entity: Quanzhou Shengnanda Trading Co., Ltd.

      • Date of Establishment: June 14, 2019
      • Business Registration Number: 91350521MA8T7ELK1Y

      • Registered Address (legal only): No. 92 Luzhuxia, Henghai Village, Dongqiao Town, Hui'an County, Fujian Province, China

      • Website: https://dwellandmuse.com

      Naturequeen is operated by Quanzhou Shengnanda Trading Co., Ltd.Responsible for the operation of the online store, order processing, customer service, and related ecommerce activities.

      Please note: our registered address is for legal correspondence only – not for product returns. If you need to return something, please contact us first for the correct return address.If you would like to request a return or need assistance with an order, please contact us before sending any item back.