Refund policy

We curate our collection with an obsessive eye for form, material, and structural integrity. Occasionally, an acquisition doesn't align with your space, or arrives compromised in transit. Here's how we handle both.

THE 30-DAY WINDOW

Contact info@murecollective.com within 30 days of confirmed carrier delivery to initiate a return request. Merchandise must be packed in its original, unaltered manufacturer cartons with all internal protective inserts intact, and remain completely uninstalled, unassembled, and in the exact condition received. Clearance items, custom allocations, assembled furniture, and showroom samples are final sale.

CANCELLATIONS

Orders enter logistical dispatch immediately upon payment capture. To cancel or adjust a destination, notify us immediately at info@murecollective.com. Cancellation requires a minimum of 72 hours' notice and is not guaranteed. Once an allocation is staged on the loading dock, palletized, or handed to the freight carrier, it cannot be cancelled or modified in transit and must proceed under standard return protocol. Rerouting or detention fees requested after dispatch are the client's responsibility.

DAMAGES & DEFECTS

Should an item arrive structurally compromised, you must act within 24 hours of delivery.

For LTL freight: inspect all cartons before the driver departs. Note any external tears, crushes, or punctures directly on the carrier's Bill of Lading or Delivery Receipt before signing. Signing without noting exceptions confirms sound delivery condition and may forfeit your claim. This step happens at the moment of delivery, regardless of the 24-hour reporting window below.

To file: email info@murecollective.com within 24 hours of delivery with (1) clear photos of the damage, (2) photos of all exterior packaging, (3) a legible photo of the shipping label, and (4) a copy of the signed Delivery Receipt or BOL. Retain all original packaging until your claim is resolved, discarding it beforehand may void your claim.

Natural materials, including concrete, solid timber, honed stone, travertine, and hand-finished metals, carry organic variation in veining, texture, and surface pores. These are not manufacturing defects.

Once your claim is filed and verified, you may choose a replacement at no additional cost, or a full refund of your original payment including shipping. Replacements ship according to standard lead times and can often be expedited; refunds are issued immediately upon approval. No handling fee applies to a verified damage or defect claim, and you will not be asked to return the item. If your initial documentation is incomplete, we'll follow up directly for what's missing, so a prompt response helps keep your claim on track and within our fulfillment partner's claim window.

THE RETURN PROTOCOL (Buyer's Remorse & Discretionary Returns)

This section applies to returns for reasons of preference or fit, not damage or defect.

All such returns require an official Return Merchandise Authorization (RMA) and designated warehouse assignment. Shipments without an issued RMA will be refused at the receiving dock. Following RMA issuance, tender your return to the carrier within 10 calendar days and email tracking details to info@murecollective.com.

Return freight, handling, and transit fees are the client's responsibility. Use a trackable, insured carrier, we assume no liability for items damaged or lost in return transit.

A 15% handling and inspection fee is deducted from these refunds to cover restocking and quality standards. Shipments refused at delivery, missed delivery appointments, or uncoordinated carrier returns are processed under this same protocol, with outbound freight and any return transit or storage fees deducted alongside the 15% assessment.

REFUNDS

Upon receipt and inspection at our fulfillment partner's facility, you'll be notified of your approval status. For approved discretionary returns, your net refund, less the 15% fee and actual outbound freight (including cases where complimentary shipping was extended), is credited to your original payment method within 10-14 business days. For verified damage or defect claims, see the DAMAGES section above, no fee applies and refunds are issued immediately upon approval.

CLIENT CARE

Questions on architectural dimensions, dry weight, or material texture before you commit? Reach us at info@murecollective.com or +1 (646) 640-8692, Monday-Friday, 9 AM-5 PM ET.