The returns policy contains the conditions under which returns will be recognized and the terms for making effective the guarantee of the garments that are acquired exclusively through the sales channels provided by MURÁ. It is the duty of each consumer who purchases the products to read these terms and conditions.
PRODUCT RETURNS: Our customers have 15 days from receipt of the product to process the return of this through the RETURNS link
Murá customers may consider returning the product if they receive a different product than expected, if the product was not completely to their liking, if they receive defective products or if the size they ordered does not correspond to their measurements. The product must be in the same condition as when it was delivered, that is, it must be new, it must not have been used and its original packaging and labels must be preserved.
Once you have completed the return request, we will send you an email confirming that the process has been accepted. We will send you an email with instructions on how to return the items along with the corresponding guide. Shipping costs will be borne by the customer.
PRODUCT WARRANTY: Items purchased through the online store have a 90-calendar-day warranty, counting from the date of delivery of the product. To process the claim, you must do so through the RETURNS link, select a reason for return (you must attach an image of the condition of the item)
We will send an email with instructions for returning the garments along with the corresponding guide. Shipping costs will be covered by MURÁ.
This guide will only be valid for 30 calendar days after being shared to your email for delivery.
WARRANTY RESTRICTIONS. The product warranty is void when:
- The care, conservation and cleaning instructions detailed on the label have not been followed.
Contact of the garment with elements whose properties cause deterioration in the fabrics.
- Contact of the garment with bleach or detergents containing it.
- In the event of an alteration to the original design of the garment by the consumer.
- When the claim is due to normal wear and tear from use of the product.
REFUND.
Final refund authorization will be subject to review of the product when it is returned. Notification of refund approval will be sent via email. If the refund is approved, we will initiate the refund process according to your initial payment method through the payment gateway and the time for refunding the money will depend on the times stipulated by the latter. If you require a refund after one month, for this purpose, you must process it in the manner mentioned above and send to the email to servicioalcliente@muraecuestre.co, after the refund approval, a bank certificate to make the refund directly to your account.
The refund will be made within a maximum of 15 business days after approval as regulated by law.
To resolve any concerns about the REFUND process or status, you can write to us at servicioalcliente@muraecuestre.co or call us at +57 310 550 4695. Our business hours are Monday through Saturday from 9:00 a.m. to 5:00 p.m.
RIGHT TO WITHDRAWAL: Customers may exercise their right to withdraw within 5 business days from the date of delivery of the product. The order must be returned in the same condition in which it was received. Transport costs and any other costs associated with the return will be covered by the customers as established by the Consumer Statute. If this right is exercised, and all the conditions mentioned above are met, the contract (the entire order) will be terminated. The product will be received at the MURÁ headquarters located at the address: Km 17 Vía Las Palmas, Mall Indiana, Office 282, within a period of no more than 5 business days as provided for in the Consumer Statute.
ORDER NEWS: To resolve any concerns about the purchase process or return status, you can write to us at servicioalcliente@muraecuestre.co or write to us at +57 310 550 4695 Our business hours are Monday through Saturday from 9:00 a.m. to 5:00 p.m.