Returns Policy
We want you to be completely happy with your purchase from Simply Murano. However, if you decide to cancel your order or return your goods we will provide a full refund provided the following conditions are met.
cancelling an order
You may cancel your order up to 7 days from full payment being made. If you decide to cancel or return your order please let us know by emailing returns@simplymurano.co.uk quoting the order number.
If the goods have not yet been dispatched, we will provide a full refund (including any shipping costs) back to your credit or debit card.
If you cancel your order after the goods have been dispatched, you must return the goods to us once received, unopened and unused within 10 days of receipt.
returning an order
If you decide to return your goods, you can do so provided it is within 10 days of receipt. Please contact us first by emailing returns@simplymurano.co.uk quote your order number and include a note with your order so we can process your return quickly. We will acknowledge your email and reply accordingly. We will also provide you with a returns address in the UK.
The cost of return postage must be paid by you and we do not offer a free returns service. We would strongly recommend you use a form of recorded postage when returning items and you request a proof of postage. If we do not receive the goods we cannot unfortunately refund if it is lost in the post or not received by us for any reason.
The items must be returned to us in an unused and saleable condition (including product packaging) and must be packaged adequately to prevent damage upon return. We inspect all returns carefully and if we feel the item has been worn or subject to misuse, or it has been inadequately packaged to return, we reserve the right to refuse a refund.
Once received and inspected we will refund the cost of the order to you using the same method you used for payment – minus the original cost of shipping. Please note that fees may be charged by payment gateways such as PayPal for the refund of monies. For non-UK orders we will not refund any customs or tax costs incurred when receiving the item originally.
Should a customer utilise one of our 'free' postage options and return up to two separate orders both within the 10 day return period, we reserve the right to charge the customer for postage for any subsequent orders placed and returned to us within a month of the second order being returned. Postage costs would be charged at the current chargeable rate for the 'free' postage option used and would be deducted from the order refund once the goods have been returned in an unused and saleable condition (as described above).
For full information on our Returns Policy, please read our Terms and Conditions >
damaged or defective items
We take great care in packaging our items for shipping and all our jewellery is fully inspected before dispatch, so it is unlikely that any damage will occur to your jewellery in transit or your item will be defective in any way.
In the rare instance that an item is damaged or defective upon receipt DO NOT RETURN THE ITEM AT THIS STAGE OR THROW ANY PACKAGING OR THE ITEM ITSELF.
Please then do the following within 7 days of receiving the item:
- Keep any damaged packaging (including any envelopes or outer packaging), plus inner packaging – DO NOT THROW THIS UNTIL WE HAVE REVIEWED YOUR RETURN.
- Keep the damaged item, including any broken or damaged pieces. On no account dispose of the items themselves as it may affect any resulting refund or replacement.
- Notify us as soon as possible by email to returns@simplymurano.co.uk
Please provide photographs clearly showing the damage or issue with your item.
Upon receipt of this information in full, and our assessment of the information provided, we will at our option:
- Request that you return the goods to us within 14 days of originally receiving them for further inspection by us
- Replace or repair any goods that are damaged or defective; or
- Refund to you the whole or part of the amount paid by you for the goods in question.
- We do not offer credit or gift vouchers for any refunded sums
If you do not observe these conditions we reserve the right to refuse a repair, replacement or refund.
For full information on our Returns Policy, please read our Terms and Conditions >
