Refund policy

Thank you for shopping with Murbick. We want you to be happy with every order, so this policy sets out what to do if something isn't right, how returns work and how we pay refunds.

Our Customer Care Team

If you have a question about a return, email support@murbick.com or call +44 7446 362469. Our team is available Monday to Friday, 9:00 to 18:00, and Saturday and Sunday, 10:00 to 15:00 (UK time). We aim to reply to every message within 24 hours.

Where Orders Come From and Where Returns Go

We deliver to addresses in the United Kingdom only. Your order is packed and sent by our fulfilment and warehousing partners, so it may come from a location other than our registered office. Orders are prepared within 1 to 2 business days and then take 6 to 12 business days to arrive. Because returns may be handled by a separate returns centre, we will send you the correct return address when we approve your request. Please don't post anything to our registered office unless a member of our team asks you to.

Your 30-Day Returns Window

You can ask to return an item within 30 days of the day it was delivered. To be accepted, the item needs to be unused, in the condition you received it and in its original packaging, together with proof of purchase such as your order number. Requests made after the 30-day window may not qualify for a refund.

How to Start a Return

Email support@murbick.com with your order number and a short note explaining why you would like to return the item. We will acknowledge your request within 24 hours and confirm our decision within 1 to 2 business days. If it is approved, we will send you a return authorisation, the return address and clear instructions. Please send the item back within 14 days of our approval. Parcels sent without authorisation may be refused.

Faulty, Damaged or Incorrect Items

If something arrives faulty, damaged or different from what you ordered, please let us know as soon as you can, ideally within 48 hours of delivery, and include photos of the problem. Once we have checked the details, we will send a replacement or give you a full refund, and you will not pay anything to send the item back.

Changing Your Mind

If you simply change your mind or ordered the wrong item, you are welcome to return it within the 30-day window. In this case, the cost of return postage is yours, and we recommend a tracked service, as we can't refund parcels that are lost on the way back to us.

How Refunds Are Paid

When your return arrives, we will inspect it and confirm by email that we have received it. Approved refunds are issued within 7 business days of the inspection, to the payment method you used at checkout. Your bank or card provider may take a few extra days to show the refund in your account.

Restocking fee: We do not charge any restocking fee.

Exchanges

If you would prefer a different item, contact our customer care team first. Once your return has been approved, you can place a new order for the item you want. Exchanges follow the same conditions as any other return.

Cancelling an Order

You can cancel your order for a full refund at any time before it is dispatched. Email support@murbick.com as soon as possible with your order number. If your order has already been dispatched, please wait for it to arrive and then follow the return steps above.

Items We Can't Take Back

For hygiene and practical reasons, we can't accept returns of personalised or made-to-order items, or of hygiene-sensitive items once their seal has been broken or they have been worn or used. This does not affect your rights if an item is faulty.

Your Statutory Rights

This policy does not affect your legal rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 also give you the right to cancel most online purchases within 14 days of delivery.

How to Reach Us

Murbick is the trading name of Murbick Ltd, a company registered in England and Wales under company number 17520380. Our registered office is at 31 Clarendon Street, Manchester, M15 5ED, United Kingdom. You can email us at support@murbick.com or call us on +44 7446 362469. Our customer care team is available Monday to Friday, 9:00 to 18:00, and Saturday and Sunday, 10:00 to 15:00 (UK time). We aim to reply to every message within 24 hours.