RETURNS & EXCHANGES
In mainland Spain, exchanges and returns are completely free. You have 14 days from the receipt of your order to request an exchange or return, and we will refund your money.
To start the process, please contact us at contact@murona.com, and we will guide you through each step.
For your products to be eligible for exchange or return, they must:
- Be unused, with no signs of wear or alteration.
- Include the original packaging and all accessories (purses, gifts, boxes, etc., if applicable).
- Be shipped within the indicated timeframe. Returns received after the deadline will not be accepted and will be returned to the sender.
- The shipping conditions or free gifts you received with your initial order will be reviewed with the final order remaining after the exchange/return.
⚠️ Important: Personalized or engraved products cannot be exchanged or returned under any circumstances.
- Exchanges are only available in mainland Spain and are free of charge.
- For all other destinations, exchanges are not managed: you must make a return and, if you wish, place a new order.
- Exchanges are subject to stock availability.
- If the product requested for exchange is not available, a refund or a voucher with no expiration date will be processed (at the customer's discretion).
How to request an exchange:
1. Write to us at contact@murona.com indicating your order number and the product you wish to exchange.
2. We will send you a prepaid label and instructions on how to prepare your package.
3. Carefully prepare the package and drop it off at Correos according to the instructions sent.
- You have 14 calendar days from receipt of the order to request an exchange or a return by sending an email to contact@murona.com.
- Once you notify us, you will have an additional 14 days to send us the product.
- Christmas Campaign: all orders placed in December will have an extended return period until January 15th.
- In mainland Spain, returns are free of charge.
- For all other destinations, the costs of return shipping are borne by the customer, except in the case of defective products or incorrect shipments.
How to request a return:
1. Write to us at contact@murona.com, indicating your order number and the product you wish to return.
2. We will send you a prepaid label and instructions on how to prepare your package.
3. Carefully prepare the package and drop it off at Correos according to the instructions provided.
- Once your package is received, we will verify that the products comply with our returns policy and confirm by email if your return has been accepted.
You can choose between:
- Refund to the original payment method used for the purchase.
- Online voucher with no expiration date, to be used in our store.
- We will process your refund within a maximum of 15 days from the confirmation of the acceptance of the return.
- Please note that your bank or payment provider may take a few additional days to reflect it in your account.
If you receive a defective product or one different from what you ordered:
1. Write to us immediately at contact@murona.com.
2. Include your order number and photos of the issue.
3. We will resolve the incident as soon as possible by sending you a replacement or processing a full refund.
In these cases, shipping costs will always be borne by Murona.
