Returns Policy

We value transparency, fairness, and honest communication in everything we do. This returns policy is designed to provide a clear and straightforward experience for all customers and is prepared in accordance with applicable European Union consumer protection laws. Please read carefully to ensure everything is clear regarding returns and your rights.

Right of Withdrawal
You have the right to withdraw from this agreement within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you, or a third party designated by you (other than the carrier), takes possession of the goods. If you withdraw from this agreement, we will refund all payments received from you, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the standard delivery offered by us), without undue delay and at the latest within 14 days from the day on which we are informed about your decision to withdraw from this contract.

We may withhold the refund until we have:
- received the returned goods, or
- you have provided proof that you have sent back the goods, whichever occurs first.

For this refund, we will use the same payment method you used for the original transaction unless explicitly agreed otherwise. In no case will this refund incur any additional costs for you.

You must return or hand over the goods without undue delay and in any event no later than 14 days from the day on which you inform us of your withdrawal from this contract. The deadline is met if you send back the goods before the 14-day period has expired. The direct costs of returning the goods are your responsibility. You are only liable for any diminished value of the goods if this loss of value is due to handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.

Return Instructions
Please contact us at support@muramaru-studio.com before returning the goods so we can assist you with the return process.

Our return address will be provided upon request via email. We recommend a tracked shipping service and sharing the tracking number with us, as this serves as proof of return in case of loss or delay during transit.

Lost, Damaged, or Undelivered Parcels
In addition to your statutory right of withdrawal above, this section explains how we handle issues that arise during shipping.

We will arrange a refund or reshipment if:

- your parcel is lost and has not been marked as delivered by the carrier;
- your product arrives damaged or unusable — please report this to us within 48 hours of delivery, along with photo or video evidence
- the tracking number provided for your order is invalid and cannot be verified.

We are unable to arrange a refund or reshipment under this section if:

- the shipping address or phone number provided at checkout was incorrect;
- the local post office was unable to contact you to arrange delivery;
- your parcel was delivered successfully and you simply no longer want it — in this case, please use your right of withdrawal described above instead.

Reasons for Exclusion and Expiration of the Right of Withdrawal
The right of withdrawal does not apply to agreements:

- for the supply of goods that are not prefabricated and made according to an individual choice or decision of the consumer;
- for the supply of goods that are liable to deteriorate quickly or have a limited shelf life;
- for the supply of sealed goods which are not suitable for return due to health or hygiene reasons, if the seal has been broken after delivery;
- for the supply of goods which, after delivery, have been inseparably mixed with other items due to their nature;
- for the supply of audio or video recordings and computer software in a sealed package, if the seal has been broken after delivery.