Refund policy

I

Returns and refunds

Free returns
Returns are free: you won't pay anything to send an item back to us.

How to start a return
Email murallaart@outlook.com with your order number and the items you'd like to return, and we'll arrange the return with you.

Return window
You can return items within 30 days of your purchase. If more than 30 days have passed, unfortunately we can't accept a return unless the item is already on its way back to us with trackable shipping.

Your right to cancel
As you bought online, under UK law you can cancel your order for any reason within 14 days of receiving it. Just tell us by email at murallaart@outlook.com, then return the item within 14 days of telling us. Our 30-day return window is in addition to this right.

Condition of returns
Please return items in their original condition and in the original packaging, or a similar protective tube or box, so they aren't damaged on the way back. If a returned item has been damaged by handling beyond what's needed to inspect it, we may reduce your refund to reflect the loss in value.

Faulty or damaged items
Please report any fault or damage to murallaart@outlook.com as soon as possible, ideally within 7 days of delivery, with clear photos of:

  • the front of the item
  • the back of the item
  • the front of the package
  • the back of the package
  • the inner protection of the package
  • an overview of the inside of the package
  • the package label

Please don't throw the packaging away. Replacements are free and no delivery charges apply. Alternatively, you can choose a refund.

Refunds
Once we've received and inspected your return, we'll email you to confirm and to let you know whether your refund has been approved. Approved refunds are made to your original payment method within 14 days of us receiving the item back (or of you showing us proof that you've sent it, if that's sooner), and usually within 5 days of approval.

Late or missing refunds
If you haven't received your refund yet, please check your bank account again, then contact your card company or bank, as it can take some time for a refund to be posted. If you've done this and still haven't received your refund, please contact us at murallaart@outlook.com.

Exchanges
We only replace items that are faulty or damaged. To exchange an item for the same one, email us with photos (as listed above) at murallaart@outlook.com.

This policy doesn't affect your statutory rights.