Return and exchange policy

Muralwayys (hereinafter referred to as “we”, “us”, or “our”) operates exclusively through an online store. This Returns and Exchanges Policy is provided to clearly explain the applicable conditions, procedures, and related details for returning or exchanging products.

1. Return and Exchange Period

You may submit a return or exchange request within 30 days from the date you successfully receive the product. Requests submitted after this period will not be accepted.

2. Eligible Conditions for Returns and Exchanges

• The product has visible appearance defects or damage;
• The product has quality-related defects or functional issues affecting normal use;
• The product has an unusual odor, significant color differences, or other abnormal conditions;
• The received product does not match the order information (wrong item or missing item);
• A return or exchange is requested without a stated reason, provided the product remains unused, in good condition, and suitable for resale.

3. Return Process

1. Please contact us by email or customer service phone to submit a return request, and provide your order number, payment confirmation (if applicable), return reason, and relevant photos or videos as supporting evidence;
2. Our customer support team will review your request as soon as possible. If approved, we will notify you and provide the designated return address and return instructions;
3. Please send the product back to the specified return address using proper packaging and wait for confirmation that we have received the returned package;
4. Once the product is received, it will be inspected. If the returned item meets the stated conditions and eligibility requirements, a refund will be arranged accordingly.

4. Exchange Process

1. If you wish to request an exchange, please contact us by email or phone and provide your order number, payment confirmation (if applicable), exchange reason, and relevant photos or videos as supporting evidence;
2. Our customer support team will review your request and, if approved, will provide you with the designated return address and exchange instructions;
3. Please return the product to the specified address using proper packaging and wait for confirmation that we have received and inspected the returned item;
4. After inspection confirms eligibility, a replacement item will be shipped to your address within 1–3 business days.

5. Refund Process

Refunds will be returned to the original bank card used for payment, including Visa and MasterCard. Depending on the processing efficiency of different card issuers, refunds are typically credited within 1–5 business days. If the refund is not received within this timeframe, please contact us for assistance.

6. Shipping Cost Responsibility

• If the return or exchange is due to appearance defects, quality issues, unusual odors, significant color differences, or receiving an incorrect item, the related return shipping costs will be covered by us;
• If the return or exchange is requested without a stated reason (change of mind), the return shipping costs will be the responsibility of the customer.

7. Responsibility Statement

Return or exchange requests will be processed only if they meet the conditions outlined in this policy and are approved following review. Delays or issues caused by incomplete information, failure to follow instructions, improper packaging, or circumstances unrelated to the product itself may affect the final handling outcome.

8. Return Label

Some packages may include a return label inside the parcel. If a return label is provided, please use it as instructed. If your package does not include a return label, please contact us during the return request process for further instructions.

9. Contact Us

Contact address: 13359 Pond Springs Road, Apartment 507, Austin, TX 78729, United States
Customer service phone: +1 (315) 345-9575
Customer service email: solutions@muralwayys.com
Online hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00 (CT)