Refund policy

Right of withdrawal (14 days)
If you are a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a person you name other than the carrier, receive the goods. For orders delivered in several parcels, the period starts on the day you receive the last item.

How to withdraw
To withdraw, inform us of your decision before the period ends by a clear statement, for example:

• by email to info@mur.jewelry, or
• using the model withdrawal form below, or
• using the return or cancellation option in your customer account or order status page, where available.

Returning the item
Please send the item back to us without undue delay and at the latest within 14 days of informing us of your withdrawal, to:

InPost parcel locker (Paczkomat) SOS18N
Gen. Stefana Grota-Roweckiego 5
41-214 Sosnowiec, Poland
Recipient: Alona Tsavoliuk (MUR)
Phone: +48 796 414 809
Email: info@mur.jewelry

Please contact us at info@mur.jewelry before sending your return, so we can match it to your order. If you are shipping from outside Poland or cannot use InPost, write to us first and we will give you an alternative return option. You bear the direct cost of returning the goods. Please use a tracked shipping method.

Condition of returned items
Please return the item unworn, in its original condition and packaging. You are liable for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning (for example, visible signs of wear).

Refunds
We will refund all payments received from you, including standard delivery costs, within 14 days of the day we are informed of your withdrawal. If you chose a delivery method more expensive than the cheapest standard delivery we offer, we do not refund the difference. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earliest. Refunds are made to your original payment method and are processed through Western Bid, our Merchant of Record. Your bank may need a few additional days to show the refund.

Exceptions — items that cannot be returned
The right of withdrawal does not apply to:

• Custom and personalised pieces made to your specifications (for example, orders placed through our Custom Order form).
• Earrings for pierced ears and other items delivered in a sealed hygiene package, if the seal has been opened after delivery, as they cannot be returned for health and hygiene reasons.

Complimentary gift ring
If you received a complimentary ring with an order of two or more items and you return items so that your order no longer meets this condition, please return the gift ring together with them.

Gift cards
Digital gift cards can be withdrawn within 14 days of purchase as long as they have not been used.

Faulty or damaged items
If an item is faulty or does not match its description, you are entitled to the statutory warranty (legal guarantee of conformity) under EU and Polish consumer law — for consumers in the EU, this covers lack of conformity that becomes apparent within two years of delivery. Please contact us at info@mur.jewelry with your order number and photos; we will repair, replace or refund the item. For faulty items, we cover the return shipping cost.

Please note: natural variations in freshwater pearls (shape, size, surface) and gradual wear of plating caused by everyday use, water, perfumes or cosmetics are not defects. See our care instructions to keep your jewelry at its best.

Exchanges
We do not offer direct exchanges. Please return the item as described above and place a new order for the piece you would like.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)

To: MUR, Alona Tsavoliuk, info@mur.jewelry
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.