Service Terms and User Agreement
1. Introduction and Scope
1.1 The muzefab.com website is owned and operated by MUZE SIA, a company registered in Latvia at 1/5 Pilsonu str., Riga, LV-1002, registration number 40203163124, VAT number LV40203163124.
1.2 MUZE provides custom textile printing, cut-and-sew manufacturing, print-on-demand products and related production services based on customer-selected specifications and customer-provided artwork.
1.3 By using the Website or placing an order, the customer agrees to these Service Terms and User Agreement.
1.4 Certain optional services may be subject to additional conditions shown on the relevant service page or during checkout. By selecting such a service, the customer also agrees to those service-specific conditions.
2. Website Use
2.1 Customers may view, download and print pages from the Website for personal or business use, subject to these Terms.
2.2 Website content, product information, photographs, graphics and other MUZE materials may not be reproduced, sold or commercially exploited without prior written permission from MUZE SIA.
2.3 Automated scraping, crawling or extraction of Website data is prohibited unless expressly authorised by MUZE.
3. Prices and Checkout Information
3.1 Current prices are displayed on the Website and may change without prior notice. The price applicable to an order is the price shown during checkout when the order is submitted.
3.2 VAT and other applicable taxes are calculated according to the information provided during checkout and the destination of the order.
3.3 MUZE may correct obvious pricing, calculation or technical errors. If such an error affects an order already placed, the customer will be contacted and may proceed at the corrected price or cancel the affected order for a refund where cancellation remains possible.
3.4 Shipping and import-related charges may vary depending on the destination, order value, order contents and selected delivery method. Applicable charges are shown during checkout before the order is submitted.
4. Orders, Online Editor and Customer Approval
4.1 Orders placed through the Website are self-service unless the customer selects an optional service that expressly includes manual review, such as Print Expert Check.
4.2 The online editor displays the applicable production layout, including print areas, seam allowances and guidance areas where important design elements should not be placed.
4.3 Before submitting an order, the customer is responsible for reviewing the selected fabric or product, quantity, size, artwork, design placement, scale, orientation, proportions, delivery information and all other selected order options.
4.4 By placing an order, the customer confirms that the submitted artwork and selected specifications are approved and ready for production.
4.5 Unless Print Expert Check or another applicable review service has been purchased, MUZE does not manually review, modify or correct customer artwork before production.
5. Print Expert Check
5.1 Print Expert Check is an optional paid technical pre-production file review that may be selected during checkout.
5.2 The service is intended to identify clearly visible technical issues that may negatively affect the printed or finished result.
Where applicable, the check includes:
- whether repeat patterns are seamless and repeat correctly;
- visibly insufficient image resolution or unintended pixelation;
- whether artwork covers the required print area;
- artwork placement within product print and sewing layouts;
- important design elements positioned where they may unintentionally be cut off or sewn into seams;
- other clearly visible technical file issues that may negatively affect production.
5.3 Print Expert Check does not include artwork editing or redesign, colour correction, colour matching, matching between different fabrics, products or printing technologies, matching to previous orders, spelling or grammar checking, verification of factual information, legal or regulatory review, intellectual-property verification, or subjective assessment of design, composition, colours or aesthetics.
5.4 If a Print Expert identifies a potential technical issue, MUZE will contact the customer and the affected order will be placed on hold.
5.5 Production continues once the customer provides a corrected file, required information, further instructions or approval to proceed with the existing artwork.
5.6 Production lead time is paused while an order is on hold and resumes once MUZE receives the information, file or approval required to continue.
5.7 If the customer chooses to proceed after MUZE has communicated an identified risk, the customer accepts that risk. An issue resulting directly from the communicated and accepted risk will not be considered a MUZE manufacturing defect.
5.8 Print Expert Check is intended to reduce the risk of common technical file errors but does not guarantee that every possible issue will be identified.
6. Order Changes After Submission
6.1 Customers are responsible for carefully reviewing all order details before submitting and paying for an order.
6.2 Any change requested after an order has been submitted is a manual Order Change Service and is subject to a service fee starting from 15 USD. This applies regardless of how soon after the order was placed the change is requested, including requests submitted within the cancellation-request period.
6.3 The final Order Change Service fee is determined by MUZE Customer Support based on the scope, complexity and manual work required. Any additional product, fabric, quantity, shipping, tax or other price difference caused by the requested change is charged separately.
6.4 Submitting a change request does not automatically stop or place an order on hold. A requested change is accepted only after MUZE has reviewed it, confirmed that it can still be made and communicated the applicable fee to the customer.
6.5 Changes are not guaranteed. Once an order has progressed to a stage where the requested change can no longer reasonably be made, MUZE may decline the request.
6.6 Additional or revised instructions submitted after a previously requested change has already been processed may be treated as a new Order Change Service and charged separately.
7. Design Files and Intellectual Property
7.1 By uploading artwork, the customer grants MUZE permission to use, store and reproduce it only as necessary to provide the requested services and fulfil the order.
7.2 The customer confirms that they own the rights to the submitted artwork or have the necessary permission to use and reproduce it.
7.3 Except for technical issues specifically identified as part of a purchased Print Expert Check, MUZE is not responsible for errors originating from customer-provided files, including spelling, resolution, colour choice, placement, scaling or artwork content.
7.4 Uploaded files are not intentionally made accessible to third parties except where technically necessary to provide the requested service or where required by law.
7.5 Artwork must not contain unlawful content or infringe the rights of others, including intellectual property rights. MUZE may refuse or cancel orders containing unlawful or prohibited content.
7.6 During checkout, customers may choose whether MUZE is permitted to document and publish their order. Only orders with explicit publication permission may intentionally be photographed or filmed for MUZE marketing purposes. Publication is not part of the purchased service and is not guaranteed.
8. MUZE Production Responsibility
8.1 MUZE manufactures orders with reasonable care according to the customer-approved artwork, selected products, fabrics, quantities and specifications, subject to the manufacturing tolerances and material characteristics described in these Terms.
8.2 MUZE performs quality control as part of its normal production process.
8.3 If an error attributable to MUZE occurs during printing, cutting, sewing or order preparation, MUZE will review the affected order and provide an appropriate solution based on the circumstances.
8.4 Depending on the nature and extent of the issue, an appropriate solution may include reproduction of the affected quantity, replacement, additional material, account credit, partial refund, refund or another reasonable solution.
8.5 The appropriate solution is determined according to the product type, affected quantity, location and severity of the issue and whether the product remains reasonably usable for its intended purpose.
8.6 MUZE is responsible only for the conformity of the fabric, print or product that MUZE supplies, assessed against the customer-approved specifications and the tolerances and material characteristics described in these Terms. MUZE is not responsible for how the supplied material is subsequently cut, sewn, assembled, finished, used, resold or incorporated into other products by the customer or any third party.
8.7 MUZE does not test, verify or warrant the suitability of the supplied material for any particular end use, garment, product or resale purpose, unless that purpose has been expressly communicated by the customer and confirmed in writing by MUZE before production.
8.8 Where the customer resells or supplies products made from MUZE materials to third parties, the customer is solely responsible for those end products, including their construction, safety, labelling, conformity and any obligations owed to the customer's own buyers.
9. Printing, Colour and Material Characteristics
9.1 MUZE prints on natural and synthetic fabrics using different printing technologies. The same artwork may therefore appear differently depending on the fabric and printing method.
9.2 Colour differences may occur due to screen calibration, RGB-to-print conversion, fabric structure, ink absorption and other technical factors. Exact colour matching between a screen and a printed textile is not guaranteed.
9.3 Printing on natural fabrics such as linen or cotton may produce softer colours than printing on synthetic fabrics.
9.4 Natural fabrics have inherent variations in fibre structure, weave and surface texture. Loose fibres, lint or small surface irregularities may temporarily cover part of the fabric during printing. If they move or detach afterwards, a small area of the unprinted base fabric may become visible as a white or unprinted dot, especially within dark or solid-colour areas.
9.5 Small isolated white or unprinted spots caused by natural fibres, lint or surface irregularities are a normal characteristic of digital printing on natural fabrics and are not considered manufacturing defects. As a general production standard, isolated spots of approximately 2 mm or less are within normal tolerance. Slightly larger isolated occurrences may also be considered acceptable depending on their nature, location, frequency and overall effect on the fabric or finished product.
9.6 Larger, repeated or concentrated unprinted areas, or print flaws that materially affect appearance or intended use, will be assessed by MUZE through the normal quality-control and claims process.
9.7 The same fabric may vary slightly between manufacturing batches due to differences in raw materials and textile production.
9.8 The same design printed at different times may show reasonable colour variation due to fabric batches, ink or colour-formula changes, environmental conditions, printing technology and other production variables.
9.9 Normal colour and material variations inherent to textile printing are not considered manufacturing defects.
9.10 Where colour, scale, texture or material behaviour is critical, customers are strongly encouraged to order an appropriate sample before a larger production order. A previous order or sample does not guarantee an identical result in a future production batch.
10. Custom Fabric Printing and Fabric Continuity
10.1 Custom Fabric Printing is a printing service sold by length. Unless expressly stated otherwise on the relevant service page, the service includes printing the submitted artwork onto the selected fabric in the ordered quantity.
10.2 Custom Fabric Printing does not include cutting individual designs, pattern pieces, panels, repeats or other elements from the printed fabric, and does not include sewing, hemming or any other finishing or processing.
10.3 If multiple designs, panels or individual elements are arranged within the customer file, they are printed as submitted and the fabric is supplied as printed material. The customer is responsible for any subsequent cutting or processing.
10.4 MUZE aims to supply the ordered fabric length as one continuous piece whenever reasonably possible. However, due to production processes, fabric roll lengths, quality-control requirements or technical circumstances, MUZE cannot guarantee that the entire ordered quantity will always be supplied as one continuous piece.
10.5 Where necessary, an order may be supplied in two or more pieces. MUZE will make reasonable efforts to minimise the number of separate pieces and provide the longest practical continuous lengths.
10.6 Placement prints requiring a continuous layout are treated accordingly. Repeat-pattern prints may be divided into multiple sections where necessary. If continuity is essential for a particular project, the customer should contact MUZE before placing or finalising the order so feasibility can be evaluated.
10.7 If a MUZE production fault affects part of a fabric order, MUZE will review the affected quantity and determine an appropriate solution, which may include replacement of the affected section, additional meterage, partial reproduction, account credit, partial refund or another reasonable solution.
11. Cut-and-Sew Products
11.1 Cut-and-sew products are printed as production layouts and then individually cut and sewn according to the standard construction and seam allowances applicable to each product.
11.2 Because these products are individually cut and sewn, minor variations may occur. Size deviations of approximately 3–10 mm, depending on the product, are considered normal manufacturing tolerances.
11.3 Exact pattern alignment across seams and between separate product parts is not guaranteed unless expressly stated otherwise.
11.4 Exact artwork placement may vary slightly between individual units due to the cutting and sewing process.
11.5 Natural fabrics may shrink after washing. Material-related shrinkage may affect the final dimensions of a finished product.
12. Third-Party Garments and Customer-Supplied Items
12.1 MUZE offers print-only services on garments and blanks manufactured by third parties, and may also print on customer-supplied items where agreed.
12.2 For third-party blanks, MUZE is responsible for the quality of the printing or application performed by MUZE, but does not manufacture the underlying blank. MUZE therefore does not control inherent characteristics such as construction, fit, sizing variations, material composition, colourfastness or manufacturing defects of the blank.
12.3 Third-party manufacturers may change materials, colours, sizing or construction between production batches without prior notice to MUZE.
12.4 By ordering a third-party blank, the customer confirms that they have reviewed the available product specifications, sizing information and material description.
12.5 Customer-supplied items are handled with reasonable care. Printing, heat application or other production processes may expose pre-existing weaknesses, coatings, treatments or material characteristics that are not visible before production. MUZE cannot guarantee the suitability of customer-supplied items unless specifically tested and agreed in advance.
13. Samples
13.1 MUZE does not provide free custom production samples. Fabrics and products are produced to order.
13.2 Available paid sampling options are displayed on the Website and may include fabric sample packs and custom-printed fabric samples.
13.3 The minimum order quantity for finished products is one piece unless otherwise stated.
13.4 The minimum order quantity for printed fabric is one yard/metre unless otherwise stated.
13.5 A sample represents the specific combination of artwork, fabric and printing method tested. The same artwork may produce a different result on another fabric, product or printing technology.
14. Production Times, Holds and Unexpected Delays
14.1 Current standard and Rush production times are published separately on the Website and may vary depending on the service or product selected.
14.2 Production time and courier delivery time are separate.
14.3 While MUZE plans production according to the published schedules, unexpected circumstances may occasionally affect production. These may include equipment failure, power or utility interruptions, unexpected material shortages or supplier delays, technical production issues, unusually high production volumes, or other circumstances outside MUZE's reasonable control.
14.4 If an unexpected event materially affects an order, MUZE will make reasonable efforts to minimise the delay and, where appropriate, inform the affected customer.
14.5 Where an order is placed on hold because MUZE requires customer approval, information, payment, corrected artwork or another action from the customer, production time is paused until the required action is completed.
15. Payments
15.1 Payment is required in full when an order is placed. Orders are not entered into the production workflow until payment has been successfully received and confirmed.
15.2 MUZE accepts the payment methods displayed on the Website and may update available payment methods from time to time.
15.3 If a payment fails, is reversed or becomes subject to a chargeback after production has commenced, MUZE may suspend the affected order while the payment issue is investigated or resolved.
16. Order Cancellation
16.1 Orders placed through the Website are automatically transferred into MUZE's production workflow after submission.
16.2 Customers may request cancellation within 4 hours of placing a standard order and within 1 hour of placing a Rush order. These periods are cancellation-request windows only and do not guarantee that an order can be cancelled.
16.3 Due to the automated production workflow, an order may enter preparation or production before Customer Support has reviewed a cancellation request. Sending an email or other message to MUZE does not automatically stop, pause or cancel an order.
16.4 A cancellation is confirmed only after MUZE has reviewed the request, verified that the order can still be stopped and expressly confirmed the cancellation to the customer.
16.5 If printing, cutting, sewing or another irreversible production process has already started, the order may no longer be cancellable even if the request was submitted within the applicable request window.
16.6 Where a cancellation is accepted, the refund is made using the original payment method, subject to applicable law and any non-refundable payment-processing costs that may legally be deducted.
17. Returns, Claims and Manufacturing Defects
17.1 MUZE fabrics and products are manufactured according to customer-selected specifications and/or customer-provided artwork and are therefore custom-made or personalised. Returns based solely on change of mind are not accepted where applicable law permits an exception for goods made to the customer's specifications or clearly personalised. This does not affect statutory rights relating to defective or non-conforming goods.
17.2 A manufacturing defect is an error attributable to MUZE production that materially affects the appearance, construction or reasonable use of a product beyond the normal tolerances and material characteristics described in these Terms.
17.3 Examples may include incorrect fabric or product, incorrect printing attributable to MUZE, significant sewing or construction errors, broken or non-functional fittings, significant print defects, or other production errors outside the stated tolerances.
17.4 Fabric-specific imperfections are assessed according to the textile, location and severity of the issue. Significant flaws exceeding approximately 2 cm and located more than 10 cm from the selvage may generally qualify for review as production defects; natural-fibre characteristics described in Section 9 are assessed separately.
17.5 Claims should be submitted within 14 days of delivery and should include the order number, description of the issue, affected quantity and clear photographs showing the issue. Where relevant, MUZE may also request photographs of the shipping packaging.
17.6 Products submitted for a production claim should remain unused and unwashed where reasonably possible until the claim has been reviewed. Customers should not dispose of affected goods before the claim is reviewed.
17.7 MUZE may request additional information or return of the affected goods where reasonably necessary to investigate a claim.
17.8 Claims are reviewed individually according to product type, affected quantity, nature, location and severity of the issue. MUZE aims to resolve valid claims fairly and reasonably.
18. Shipping, Delivery, Customs and Import Charges
18.1 MUZE ships worldwide using independent third-party courier and postal services. Available shipping methods, shipping costs and estimated delivery times are displayed during checkout based on the destination, order and selected shipping method.
18.2 Delivery times shown at checkout are estimated carrier transit times and are separate from MUZE production times.
18.3 Courier delivery estimates do not include a guaranteed customs-clearance period. International shipments may be selected for customs inspection or require additional processing, and neither MUZE nor the carrier can reliably predict how long a customs authority will take to process and release an individual shipment. Customs clearance may therefore extend the overall delivery time beyond the estimate shown at checkout.
18.4 Once a parcel has been handed to the carrier, transportation and customs operations are outside MUZE's direct operational control. If a shipment is delayed, lost or damaged in transit, MUZE will assist the customer in investigating the issue and, where applicable, communicating with or submitting a claim to the carrier. MUZE will make reasonable efforts to help resolve such cases, but carrier investigation times, decisions and compensation cannot be guaranteed by MUZE.
18.5 The customer must provide information, photographs, recipient confirmation or other documentation reasonably required for a courier or shipping investigation.
18.6 MUZE is not responsible for delays caused by carrier operations, customs processing, weather, strikes, border restrictions or other circumstances outside MUZE's reasonable control, subject to any rights that cannot legally be excluded.
18.7 Customers are responsible for providing complete and accurate recipient and delivery information. Additional costs or delivery problems resulting from incorrect or incomplete information supplied by the customer may be charged to the customer where applicable.
18.8 For shipments to destinations outside the European Union, customs duties, import VAT, customs-clearance costs, carrier handling fees or other import charges may apply.
18.9 Where available, checkout may offer an option for MUZE-arranged prepaid import charges. The applicable amount is calculated during checkout based on factors such as the destination, order value, order contents and delivery method. Where this option is selected, covered import charges are collected with the order.
18.10 Where the recipient-paid import option is selected, import charges are not collected by MUZE during checkout. The carrier or customs authority may contact the recipient and require payment of applicable duties, taxes, clearance or handling charges before release or delivery.
18.11 When an order is shipped directly to a third-party recipient, the customer is responsible for understanding that the recipient may be contacted by the carrier regarding customs or import charges where the recipient paid option has been selected.
18.12 Customs documentation required for international transportation may accompany the shipment or be made available to carriers and customs authorities as required by law. Customers using direct-to-recipient shipping should be aware that legally required customs documents may disclose shipment information and declared value.
18.13 Prepayment of import charges does not guarantee a particular customs-clearance time. MUZE cannot control or guarantee customs decisions regarding inspection, classification, valuation, documentation requests or release time.
19. Customer Support and Response Priority
19.1 MUZE provides customer support for questions relating to orders, production and services.
19.2 Information such as current production times, estimated delivery times, shipping costs, prices, product and fabric specifications and other order-related information is displayed on the Website, relevant product or service pages, during checkout and/or in the customer's order information.
19.3 Customers are encouraged to review the information available on the Website and in their order details before contacting Customer Support.
19.4 Requests for information already available on the Website, during checkout or in order details are handled as non-priority enquiries and are not guaranteed an expedited response. Customer Support prioritises matters that require manual assistance, such as active order issues, claims, technical problems and production-related questions that cannot be resolved using the information already provided.
19.5 Customer Support operates separately from the automated production workflow. The time at which an email or message is received does not determine whether an order can still be stopped or modified. An order may progress into production before a message has been reviewed.
19.6 Sending an email or message does not automatically place an order on hold. A change, cancellation or hold becomes effective only after MUZE has reviewed and expressly confirmed it.
19.7 Estimated production and delivery information displayed on the Website or during checkout remains applicable and does not require separate confirmation from Customer Support unless otherwise stated.
20. Resolving Problems
20.1 MUZE aims to manufacture and fulfil orders accurately and to resolve production and delivery issues fairly and reasonably.
20.2 If a problem occurs, customers are encouraged to contact MUZE with the relevant order information so that the circumstances can be investigated and an appropriate solution can be determined.
20.3 Where an issue involves a third-party provider, such as a courier, MUZE will provide reasonable assistance where possible even where the underlying event is outside MUZE's direct control.
21. Consumers and Business Customers
21.1 These Terms apply both to customers who purchase as consumers and to customers who purchase in the course of a business, trade or profession.
21.2 Where the customer is a consumer, nothing in these Terms limits or excludes the mandatory consumer protection rights that cannot be waived under the law applicable to that consumer, including rights relating to defective or non-conforming goods.
21.3 Where the customer purchases in the course of a business, trade or profession, statutory consumer guarantees do not apply, and MUZE's responsibility is limited to the terms expressly set out in this Agreement.
21.4 Because all fabrics and products are manufactured to the customer's own specifications and artwork, MUZE supplies production materials and does not assess, approve or take responsibility for the customer's intended downstream product, its commercial resale or its compliance with any product-specific requirements applicable to the customer's own market.
22. Privacy and Data Protection
22.1 MUZE processes personal data in accordance with applicable data protection law, including the EU General Data Protection Regulation (GDPR), and in accordance with the MUZE Privacy Policy, available at muzefab.com/privacy-policy. The Privacy Policy forms part of these Terms.
22.2 Personal data provided when creating an account, placing an order or contacting MUZE is processed only for the purposes of providing the requested services, fulfilling and delivering orders, processing payments, providing customer support, meeting legal and accounting obligations and, where the customer has agreed, sending marketing communication.
22.3 Uploaded artwork and order files are processed only as necessary to provide the requested service and fulfil the order, as described in Section 7, and are not shared with third parties except where technically necessary to provide the service or where required by law.
22.4 MUZE applies appropriate technical and organisational measures to protect personal data against unauthorised access, loss or misuse.
22.5 Customers have the rights granted under applicable data protection law, including the right to access, correct, delete or restrict the processing of their personal data. Requests relating to personal data can be submitted using the contact details provided in the MUZE Privacy Policy or at muzefab.com/contact.