Refund policy

We accept return requests for eligible, non-custom products within 30 calendar days of delivery. Discounted products follow the same return rules as full-price products.

How to request a return

Contact MURRANA with your order number and the item you wish to return. We will confirm eligibility and provide the return address and packing instructions. Please contact us before sending your parcel; the shipping label’s sender address may not be the return destination. Send the authorized return within 14 days after receiving the instructions.

Condition and packaging

For a change-of-mind return, the product must be unused, undamaged and complete, with its original packaging and accessories. Please pack glass securely using the original protective materials. These condition requirements do not limit rights relating to defective, damaged or incorrect goods under applicable law.

Custom and personalized products

Custom-made and personalized products cannot be returned or exchanged because of a change of mind. This exclusion does not apply to damaged, defective or incorrectly supplied goods, or where applicable law requires a remedy.

Damaged, defective or incorrect items

Please contact us promptly after discovering an issue. Include your order number and, where safe and practical, photos of the item and packaging. Keep protective packaging while we review the issue, and do not handle broken glass unnecessarily. We will arrange an appropriate replacement, repair or refund in accordance with the circumstances and applicable law. The 30-day change-of-mind deadline does not reduce any longer statutory rights.

Return shipping and fees

You pay return shipping for a change-of-mind return. Original delivery charges are not refunded for those returns unless required by law. We cover reasonable return shipping for confirmed defective, damaged or incorrect goods and refund applicable delivery charges where required. Contact us to arrange shipping before incurring costs. We do not charge a restocking fee.

Refund processing

We will inspect your returned item and notify you of the outcome. Approved refunds are issued to the original payment method within 10 business days after receipt and inspection; inspection will be completed within 5 business days of receipt. Any shorter period required by law takes precedence. Your bank or payment provider may take additional time to post the refund. Refunds reflect the amount actually paid, including any discount applied.

Exchanges and cancellations

For eligible non-custom items, contact us about exchanging a piece; availability and any price difference will be confirmed before proceeding. Contact us promptly to request an order cancellation. Orders already dispatched follow the applicable return procedure. For custom orders, contact us before production begins; cancellation after production starts may not be possible, subject to applicable law. If we cannot ship as promised, we will provide the delay and cancellation options required by law.