Refund policy

Conditions of Returns and Refunds

At MURANO, your satisfaction is important to us. We've crafted this return and refund policy to be transparent, fair, and respectful — both to our customers and to the sustainability of our small business.

📦 Return Requests (Within 30 Days)

You may submit a return request within 30 days of receiving your order. We will carefully review your case and provide the most appropriate solution based on the specific situation.

To be considered for return:

  • Items must be unused, in original condition, and in original packaging

  • Proof of purchase (such as your order number) is required

Returns are not automatically accepted and must be approved by our team based on the specific situation.

⚠️ Please Note

Our products are described clearly with accurate images to help guide your decision.
For this reason, we do not accept returns based on:

  • Personal taste or expectations that differ from the description

  • Items that were delivered correctly and are free of damage or defects

We kindly encourage reviewing all product details and sizing information carefully before placing your order.

💳 Refunds

Refunds are only approved when:

  • No suitable resolution (such as a replacement) is available

Refunds are not issued for:

  • Personal dissatisfaction with a correctly delivered product

  • Size or fit concerns, unless the item was incorrectly labeled

If your case is approved, the refund will be issued to your original payment method within 5–10 business days after inspection of the returned item.

🚚 Return Shipping

Unless the product was received damaged or there was an error in fulfillment, customers are responsible for the cost of return shipping.
Return instructions and address will be provided after approval.

🚫 Non-Returnable Items

  • Personalized or made-to-order items

  • Gift cards

  • Items marked as “final sale” at checkout

🇪🇺 Right of Withdrawal – For Customers in the European Union

If you are located in a European Union country, you have the legal right to withdraw from your purchase within 14 calendar days of receiving the item — without needing to give a reason.

To exercise this right:

  • Contact us in writing within 14 days of delivery

  • Return the item in unused, original condition within 14 days of your cancellation notice

  • Cover the cost of return shipping

This right does not apply to personalized or custom-made items, or sealed goods opened after delivery. Refunds are processed after we inspect the returned item.

📩 Need Help?

If you feel your situation qualifies for a return or refund, please email us at info@muranoshines.com.
We’ll handle your request with care and do our best to support you.

Our Commitment

We value transparency and customer care. This policy is designed to comply with Google Merchant Center guidelines and European consumer regulations, while also protecting the long-term sustainability of our business.