Dispute Resolution

Last updated: 13 May 2026

1. Overview

Musės Shop operates a fair dispute resolution process for any disagreements between buyers and sellers. We aim to resolve the majority of disputes within 14 business days.

2. How to Raise a Dispute

Contact the seller first — use the messaging function on your order page to explain the problem. Most issues (wrong item, damage in transit, etc.) can be resolved directly. Allow the seller at least 3 business days to respond.
Escalate to Musės — if the seller has not responded or a resolution cannot be reached, email support@muses.lt with your order number, a description of the issue, and any supporting evidence (photos, correspondence). You can escalate any time from day 4 after first contact with the seller, up to 60 days from the delivery date.
Musės mediation — our support team will review the evidence from both parties and issue a decision within 14 business days of receiving all information. We may request additional evidence and may place a temporary hold on seller payouts while the dispute is open.

3. Possible Outcomes

Full refund to the buyer and chargeback of seller earnings
Partial refund agreed between parties
Replacement item dispatched by seller at seller's cost
Dispute dismissed if evidence supports the seller's position

4. Chargebacks

If you initiate a chargeback with your bank or card issuer instead of following this dispute process, you may forfeit your right to our platform-level protection. We co-operate fully with Stripe and card networks in chargeback investigations.

5. Fraudulent Disputes

Submitting a dispute with knowingly false information is a violation of our Terms & Conditions and may result in account suspension.

6. EU Online Dispute Resolution

EU consumers may also use the European Commission's Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr.

2. How to Raise a Dispute

Contact the seller first — use the messaging function on your order page to explain the problem. Most issues (wrong item, damage in transit, etc.) can be resolved directly. Allow the seller at least 3 business days to respond.

Escalate to Musės — if the seller has not responded or a resolution cannot be reached, email support@muses.lt with your order number, a description of the issue, and any supporting evidence (photos, correspondence). You can escalate any time from day 4 after first contact with the seller, up to 60 days from the delivery date.

Musės mediation — our support team will review the evidence from both parties and issue a decision within 14 business days of receiving all information. We may request additional evidence and may place a temporary hold on seller payouts while the dispute is open.