Retour policy

We strive to provide you with the best possible shopping experience, but we understand that there may be occasions where an item is not suitable and you wish to exchange or return it.

You may exchange or return your order within 14 days from the date you received your parcel. This means you have 14 days from receipt of your item to request a return. If more than 14 days have passed since receiving the product, we unfortunately cannot offer a refund or exchange.

How to Start a Return

To initiate a return, please contact us at contact@murray-collins.com and provide:

Your order confirmation number

Your first and last name

Your email address or telephone number

Whether you would like a refund or an exchange

The reason for your request

Any photographs showing a defect in the item

Once we have received your request, our customer service team will forward it to the relevant department, which will review it and confirm the outcome with you.

Conditions for Return Eligibility

The item must be returned in the same condition in which it was received.

The item must be returned undamaged and unwashed, in its original packaging and with all tags attached. Failure to meet these conditions may result in the return being refused in accordance with our Terms and Conditions.

If the item is not returned in the same condition as received, Murray Collins reserves the right to refuse an exchange or refund.

When Is an Exchange or Refund Not Possible?

An exchange or refund is not possible if:

The customer selected the wrong size, even though a size guide (including measurements in centimetres) is available on every product page.

The product has been damaged by the customer after receipt.

The delivery company is unable to locate the recipient at the delivery address. In such cases, Murray Collins accepts no responsibility.

The delivery company has recorded the parcel as delivered. In such cases, Murray Collins accepts no responsibility.

The customer has not reported a defect or provided evidence (photographs) within 24 hours of receiving the parcel.

The customer fails to respond within 72 hours after Murray Collins has replied to the return request. In such cases, the company reserves the right not to continue the return or refund process.

Murray Collins reserves the right to request photographs of the received item showing the alleged defect or issue.

IMPORTANT NOTICE

Our company aims to provide accurate and detailed information about all products offered, including clear descriptions, technical specifications and photographs. However, it is important to recognise that individual perceptions may vary from customer to customer. Therefore, personal expectations or subjective opinions regarding colour, texture, material or the aesthetic appearance of a product are not considered valid reasons for a return.

We acknowledge that each customer may have a unique perception when assessing a product. Nevertheless, differences in subjective perception cannot be regarded as defects or inaccuracies in the product itself. We would also like to highlight the following important points:

Colour Variations

Please note that the colours of our products displayed on our website may differ slightly from the actual colour of the item. Such differences are not considered defects or issues and therefore do not constitute valid grounds for a return or refund, as they may result from screen settings or other technical factors.

Subjective Perception

Subjective perceptions or personal expectations are addressed through the detailed information and size guides provided on our product pages. These details are intended to offer the most accurate description possible. Personal expectations or subjective opinions therefore cannot be considered valid grounds for a refund.

We strive to provide the most accurate and transparent information possible so that our customers can make informed purchasing decisions. If you have any questions or concerns about our products before making a purchase, we encourage you to contact us for further clarification.

1. EXCHANGES

If the item received does not correspond to the size selected, you may exchange it for a larger or smaller size, or for another item available on our website. The item you wish to exchange must be returned within 14 days of receiving the parcel. You will receive all return instructions, including the return address, by email after contacting us. The replacement item will be dispatched as soon as the returned parcel has been received and inspected at our main warehouse.

Size exchanges are not permitted if the customer selected the wrong size, even after consulting and using the size guide. Furthermore, exchanges, returns and refunds are not permitted if the customer did not consult the size guide on the product page before purchasing.

Please note: We do not offer returns or exchanges in the event of delivery delays. If you have any questions regarding our Return Policy, please contact our customer service team at contact@murray-collins.com.

Item measurements may vary by 1-3 cm from the size chart. By placing an order, you acknowledge and accept this possibility.

By placing an order, you confirm that you have read and accepted this Return Policy.

2. REFUNDS

The item must be returned using a tracked shipping service, and you must provide us with the tracking number. This allows us to know precisely when your return reaches our warehouse so that we can process your refund promptly. Without a tracking number, we cannot locate your shipment, and your right to a refund may be forfeited as we cannot verify that the return has been received.

IMPORTANT

You may return the parcel using any courier or postal service of your choice. Unfortunately, we do not cover return shipping costs, and we therefore recommend selecting the most economical tracked shipping option available. All carriers are accepted for returns, but shipping costs are the responsibility of the customer.

We will issue your refund within 14 days after the parcel has arrived at our main warehouse in Asia. Refunds will be made using the same payment method used for the original purchase unless otherwise agreed or if an internal issue arises.

Thank you for your understanding.

Contact the Seller Before Filing a Dispute or Chargeback

If the customer wishes to raise a dispute or request a chargeback through their bank or payment provider, it is mandatory to contact the seller first. The customer must notify the seller in writing about the issue and provide the seller with an opportunity to resolve it. This can be done via email or through the contact form on our website.

If the seller does not respond within a reasonable period, or if the issue is not resolved to the customer's satisfaction, the customer may then consider filing a dispute or requesting a chargeback. By contacting the seller first, the customer gives the seller the opportunity to resolve the issue quickly and efficiently without the involvement of third parties.