At Muro, we strive to ensure the highest quality in our products. While our general policy does not include returns or refunds, we do make exceptions in specific cases. We would like to clarify our refund and exchange policy for your convenience. Please note that all refund requests are subject to review and approval by our team. We reserve the right to refuse refunds that do not meet the specified criteria.
Refund Policy
Exchange of Accessories:
- Before Works Inspection Visit: You are welcome to make changes to accessories before a works inspection visit without any additional charges.
- Upon Works Inspection Visit: If you wish to exchange accessories after a works inspection visit, a handling, processing, and administrative fee of 30% will be applied.
- During Work In Progress with Materials on Site: Similar to cancellations, exchanges of accessories during the progress of works with materials on site will incur a handling, processing, and administrative fee of 30%. Transportation costs (approximately RM150) will be the responsibility of the customer.
| Project Stage Description | Cancellation Fee / % |
| Before Works Inspection Visit | No charges |
| Upon Works Inspection Visit | 30% charges on total invoice amount |
| During Works In Progress | 30% charges on total invoice amount & RM150 Transport Cost |
Omission of Accessories
- Before Works Inspection Visit: In case of cancellation before a work inspection visit, an administrative charge of 5% will apply.
- Upon Works Inspection Visit: Should you choose to cancel after works inspection visit, a handling, processing, and administrative fee of 30% will be incurred.
- During Works Progress with Materials on Site: If cancellation occurs during the progress of works, a handling, processing, and administrative fee of 30% will be applied. Please note that transportation costs (approximately RM150) will be borne by the customer.
| Project Stage Description | Cancellation Fee / % |
| Before Works Inspection Visit | 5% charges on total invoice amount |
| Upon Works Inspection Visit | 30% charges on total invoice amount |
| During Works In Progress | 30% charges on total invoice amount & RM150 Transport Cost |
Exchanging / Omission of Customized Items
- Before Works Inspection Visit: For cancellations of customized items before a works inspection visit, a 5% administrative charge will be applicable.
- Upon Works Inspection Visit: In case of cancellation within 24 hours after a work inspection visit, charges for administration, documentation, and handling will amount to 30%.
- Before Works Commencement: In case of cancellation 24 hours after a works inspection visit, charges for administration, documentation, and handling will amount to 70%.
- Upon Works Commencement: Cancellations during works are not allowed for special works, and the full cost will be borne by the customer.
| Project Stage Description | Cancellation Fee / % |
| Before Works Inspection Visit | 5% charges on total invoice amount |
| Upon Works Inspection Visit | 30% charges on total invoice amount |
| Before Works Commencement | 70% charges on total invoice amount |
| Upon Works Commencement | Not allowed |
Omission of Special Works
- Before Works Inspection Visit: For special works, an administrative charge of 5% will be applicable if canceled before a works inspection visit.
- Upon Works Inspection Visit: In case of cancellation within 24 hours after a works inspection visit, charges for administration, documentation, and handling will amount to 10%.
- Before Works Commencement: In case of cancellation 24 hours after a site visit, charges for administration, documentation, and handling will amount to 30%.
- During Works Progress: Cancellations during works are not allowed for special works, and the full cost will be borne by the customer.
- Technical Reasons: Cancellations due to technical reasons will not incur any charges.
| Project Stage Description | Cancellation Fee / % |
| Before Works Inspection Visit | 5% charges on total invoice amount |
| Upon Works Inspection Visit | 10% charges on total invoice amount |
| Before Works Commencement | 30% charges on total invoice amount |
| Upon Works Commencement | Not allowed |
| Technical Error / Reasons | No charges |
Cancellation or Exchange of Order on Wall/Floor
- Upon Order Confirmation within 2 Weeks: Cancellations within 2 weeks of order confirmation will be subject to an administrative charge of 5%.
- After 2 Weeks of Order Confirmation: After this period, a charge of 30% covering administration and handling fees will apply.
- During Works Progress with Materials on Site: Should cancellation occur during works with materials on site, a handling, processing, and administrative fee of 30% will be imposed. Transportation costs (approximately RM150) will be borne by the customer.
| Project Stage Description | Cancellation Fee / % |
| Upon Order Confirm < 2 Weeks | 5% charges on total invoice amount |
| Upon Order Confirm > 2 Weeks | 30% charges on total invoice amount |
| Upon Works Commencement | 30% charges on total invoice amount & RM150 Transport Cost |
In the event of a refund, a thorough inspection will be conducted based on the submitted refund report from our team. Refunds will be processed within 30 days of approval and will be issued via the original payment method.
Please note that our policy aligns with Malaysia’s Consumer Protection Act 1999, ensuring transparency and fairness in all our transactions. We also advise our customers to review and confirm their design preferences and specifications ahead of time to minimize changes.
At Muro, we are dedicated to upholding consumer rights and complying with Malaysian law. This policy may be updated periodically, so we recommend checking back for any revisions. Feel free to contact us at info@murowall.com for any questions or concerns regarding our refund and exchange process. Your satisfaction remains our priority.