Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@houseofmurray.shop. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@houseofmurray.shop.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@houseofmurray.shop.

RETURNS & REFUND POLICY

At House of Murray, we take great care in selecting, creating and packaging our products. We hope you love your purchase, but we understand that occasionally you may need to return an item.

ONLINE RETURNS

For eligible products purchased online, you have 14 calendar days from the date you receive your order to notify us that you wish to return your purchase.

To request a return, please contact:

hello@houseofmurray.design

Please include your order number and details of the item you wish to return.

Once your return has been accepted, we will provide you with return instructions.

Unless the item is faulty or we have made an error with your order, return shipping costs are the responsibility of the customer.

Items must be returned securely packaged and with all original components, accessories and packaging where applicable.

CUSTOM, BESPOKE & PERSONALISED ITEMS

Custom-made, bespoke, made-to-order or clearly personalised products cannot be returned or exchanged due to a change of mind.

This includes products that have been specially manufactured, altered, sized, finished, engraved, personalised or otherwise produced specifically to the customer's requirements.

Please therefore check all measurements, colours, finishes, specifications and personalisation carefully before confirming a bespoke order.

This does not affect your statutory rights where an item is faulty or does not conform to the agreed specification.

USED OR HANDLED ITEMS

Customers may inspect an eligible product after receiving it in the same way they reasonably could in a physical store.

However, products should not be used beyond what is reasonably necessary to inspect their nature, characteristics and functionality.

If an item has been used, handled or treated beyond what is reasonably necessary and this has caused a reduction in its value, House of Murray reserves the right to make an appropriate deduction from any refund where permitted by law.

CUSTOMER-DAMAGED ITEMS

House of Murray cannot accept returns, exchanges or refund requests for damage caused after the product has been received as a result of misuse, accidental damage, improper handling, neglect or failure to follow any care or safety instructions.

Examples include, but are not limited to:

  • Dropping or knocking an item

  • Breaking, cracking or chipping an item after delivery

  • Candle vessels being dropped or damaged by the customer

  • Scratches, stains or marks caused after receipt

  • Water, heat or other environmental damage caused by improper use

  • Damage caused by incorrect cleaning or care

  • Damage caused by using a product for a purpose for which it was not intended

For example, if a candle is received in perfect condition and is subsequently dropped and broken by the customer, this is considered accidental customer damage and is not eligible for return, replacement or refund.

Customer-caused damage is separate from a manufacturing defect or an item that arrived damaged.

DAMAGED OR FAULTY ITEMS

If your order arrives damaged, faulty, incorrect or does not match the product ordered, please contact us as soon as possible at hello@houseofmurray.design.

Please provide:

  • Your order number

  • A description of the problem

  • Clear photographs and/or video showing the item and any damage

  • Photographs of the packaging where the item arrived damaged

Where an item is confirmed to be faulty or non-conforming, we will provide the appropriate remedy in accordance with applicable consumer law.

Your statutory rights regarding faulty or non-conforming goods are not affected by this Returns Policy.

RETURN CONDITION

Where a return is permitted, please take reasonable care of the product while it is in your possession.

Products should be returned:

  • Securely packaged

  • With all components and accessories supplied

  • With original packaging where reasonably possible

  • Without customer-caused damage

  • Without signs of use beyond what was reasonably necessary to inspect the item

House of Murray reserves the right to assess the condition of returned goods before issuing a refund.

REFUNDS

Once we receive and inspect an eligible return, we will notify you regarding your refund.

Approved refunds will be issued to the original payment method.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

Where permitted by law, House of Murray may make a deduction for any reduction in value caused by handling or use beyond what was reasonably necessary to inspect the product.

RETURN SHIPPING

For change-of-mind returns, the customer is responsible for the cost of returning the item unless otherwise agreed.

If an item is confirmed to be faulty, damaged upon arrival, incorrect or otherwise non-conforming, House of Murray will cover the appropriate return costs in accordance with applicable consumer law.

We strongly recommend using a tracked delivery service when returning products.

SALE & PROMOTIONAL ITEMS

Unless a legal exception applies, eligible products purchased during a sale or promotion retain the applicable statutory consumer rights.

A reduced price does not remove a customer's rights where a product is genuinely faulty or non-conforming.

IN-STORE PURCHASES

Change-of-mind returns for purchases made directly in our physical store are subject to our in-store returns terms.

Nothing in this policy limits your statutory rights in relation to faulty or non-conforming goods.

CONTACT US

If you have any questions about a return, please contact:

House of Murray
Calle Salvador Dali, Playa Flamenca
📧 hello@houseofmurray.design
📞 +34 650 360 309
🌍 www.houseofmurray.shop

Last updated: 16 August 2026

This Returns & Refund Policy does not limit or exclude any mandatory consumer rights provided under applicable Spanish or European Union law.