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Warranty
MÜRROR products are covered by a two-year limited warranty from the date of delivery against manufacturing defects under normal intended use.
If you experience an issue with your MÜRROR during the warranty period, please contact us at hello@murror.com with a description of the problem and, where possible, photos or videos demonstrating the issue. We will first attempt to diagnose and resolve the problem through remote troubleshooting.
If remote troubleshooting does not resolve the issue, we may ask you to return the product to a designated service location for inspection. Please do not send a product back without prior written authorization and return instructions from us.
If, after inspection, we determine that the issue is the result of a manufacturing defect covered by this warranty, we will, at our discretion:
- repair the product;
- replace the product or affected component; or
- provide another appropriate remedy.
For confirmed warranty claims, MÜRROR will reimburse reasonable return shipping costs that were approved by us in advance and will cover shipping of the repaired or replacement product back to the customer.
The warranty does not cover damage or malfunction resulting from:
- accidental damage, impact, dropping, or improper handling;
- improper installation or mounting;
- misuse, neglect, abuse, or use outside the product’s intended indoor environment;
- exposure to water, excessive humidity, heat, or other unsuitable environmental conditions;
- use with an incompatible or incorrect power supply;
- electrical surges or damage caused by external electrical sources;
- unauthorized modification, disassembly, repair, or alteration;
- normal wear and tear or cosmetic deterioration resulting from use;
- damage occurring after delivery that is not attributable to a manufacturing defect.
After the two-year warranty period, repair services may be available on a case-by-case basis for a fee, subject to parts availability and technical feasibility.
This limited warranty is in addition to any rights you may have under applicable consumer protection laws and does not limit rights that cannot legally be excluded.
Returns
We accept eligible returns requested within 10 days of delivery.
To be eligible for a return, the product must:
- be unused and in the same condition in which it was received;
- be returned with all components and accessories;
- be returned in its original packaging; and
- include proof of purchase.
To request a return, contact hello@murror.com within 10 days of delivery.
All returns require prior written authorization. Products returned without authorization may not be accepted.
If your return is approved, we will provide instructions regarding where and how to return the product. Unless the return is due to a verified manufacturing defect, shipping error, or other issue for which MÜRROR is responsible, the customer is responsible for all return shipping costs, insurance, customs duties, taxes, brokerage fees, and other charges associated with the return.
We strongly recommend using a tracked and insured shipping service. MÜRROR is not responsible for returned products that are lost or damaged while being shipped back to us.
Original shipping, handling, customs duties, taxes, and similar charges are non-refundable unless required by applicable law or unless the return results from an error attributable to MÜRROR.
Custom and Personalized Orders
Custom, bespoke, made-to-order, modified, or personalized MÜRROR products are final sale and are not eligible for return or exchange, except where the product arrives damaged, materially differs from the agreed specifications, or contains a manufacturing defect covered by our warranty.
Because custom pieces may include variations in dimensions, materials, finishes, colors, or other specifications approved by the customer before production, such approved characteristics are not considered defects.
Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as possible after delivery.
If your MÜRROR arrives damaged, defective, or materially different from what you ordered, contact us promptly at hello@murror.com and include photographs or videos of:
- the product;
- the packaging;
- the shipping box; and
- any visible damage.
Please retain all original packaging until we have completed our review.
We will evaluate the issue and provide appropriate next steps. Depending on the circumstances, we may arrange repair, replacement, return, or another appropriate remedy.
Exchanges
We do not offer direct exchanges as a standard process.
For eligible non-custom products, the fastest way to obtain another version is to request a return and, once the return is approved, place a new order.
If your product is defective or incorrect, please contact us before placing another order so that we can determine the appropriate solution.
Refunds
Once we receive and inspect an authorized return, we will notify you whether the refund has been approved.
If approved, the eligible refund amount will be issued to your original payment method.
Refunds generally cover the purchase price of the returned product. Original shipping charges, return shipping costs, customs duties, taxes, brokerage fees, and other third-party charges are not refundable unless required by applicable law or the return results from an error attributable to MÜRROR.
Please allow additional time for your bank, credit card company, or payment provider to process and post the refund after it has been issued.
MÜRROR reserves the right to reduce or refuse a refund if an item is returned:
- used;
- damaged after delivery;
- incomplete;
- without original packaging;
- with missing accessories or components; or
- in a condition materially different from when it was delivered,
except where otherwise required by applicable law.
Sale Items
Unless otherwise required by applicable law, products explicitly marked Final Sale at the time of purchase are not eligible for return.
Contact
For warranty, return, damage, or refund questions, contact:
Please include your order number and a brief description of your request.