Return Policy
Return & Exchange Policy – MUR Gallery Riyadh
At MUR Gallery Riyadh, we carefully prepare every artwork with close attention to detail, aiming to provide high-quality products and a reliable shopping experience for our customers in the Kingdom of Saudi Arabia.
This policy explains the terms and procedures for returns, exchanges, and order cancellations, taking into consideration the nature of artistic products and items manufactured or customized according to the customer's selections, in accordance with applicable laws and regulations in the Kingdom of Saudi Arabia.
1. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
Cancellation eligibility depends on the status of the order and whether preparation, production, or customization has already begun.
For orders that have already entered production or have been modified specifically according to the customer's requirements, cancellation or refund may not be possible, depending on the nature of the order, its production stage, and to the extent permitted by applicable regulations.
2. Custom & Made-to-Order Products
Custom orders include, but are not limited to:
Artwork produced in custom sizes.
Designs with colors or details modified at the customer's request.
Islamic wall art and designs customized for the customer.
Artwork produced from personal photographs, files, or designs provided by the customer.
Any product manufactured or modified specifically according to the customer's requirements.
Due to the nature of these products, they may not be eligible for cancellation, return, or exchange once production has begun, except in cases involving a defect, damage, an error in the approved specifications, or where otherwise required by applicable regulations.
3. Products Damaged During Delivery
If an artwork or product arrives damaged as a result of delivery, please contact MUR Gallery within 48 hours of receiving the order.
Please provide:
Clear photographs of the damaged product.
Clear photographs of the external and internal packaging.
Photographs clearly showing the location and nature of the damage.
Your order number and contact information.
Our team will review the case. If the damage is confirmed to have occurred during delivery, the order will be handled appropriately based on the circumstances, including replacement or another suitable resolution in accordance with this policy and applicable regulations.
4. Incorrect Orders
If you receive a product different from the one ordered, or if MUR Gallery has made an error regarding the size, design, or approved specifications of your order, please contact us as soon as possible and provide clear photographs of the product.
Our team will review the order and approved specifications. If an error by MUR Gallery is confirmed, appropriate action will be taken to correct the order without charging the customer costs resulting from our error.
5. Color Variations
We make every effort to display the colors of our artwork and designs on the website as accurately as possible.
However, slight color variations may occur due to differences in phone or computer screen settings, room lighting, material characteristics, and the production process.
Minor and natural variations in color tones are not considered product defects unless there is a significant difference from the approved design or specifications.
6. Artwork Sizes
Customers are responsible for ensuring that they select the appropriate artwork size for their space before completing an order.
If an artwork is correctly produced according to the size selected or approved by the customer, the fact that the size does not suit the intended space after delivery will not be considered an error by MUR Gallery.
If you are unsure about the appropriate size, the MUR Gallery Riyadh team can assist you in selecting a suitable size before production.
7. Products Damaged After Delivery
Returns or exchanges do not cover damage resulting from:
Misuse of the product after delivery.
Drops or impacts.
Improper storage or handling.
The use of sharp tools when opening the packaging.
Improper installation performed by a party not affiliated with MUR Gallery.
Any damage occurring after receipt that is not caused by a product defect or the delivery process.
This is without prejudice to any customer rights provided under applicable laws and regulations.
8. Opening the Packaging
Please open the artwork packaging carefully.
Avoid inserting a utility knife, blade, or any sharp object deeply into the packaging, as this may damage the artwork or frame.
Damage directly caused by opening the packaging improperly will not be considered shipping damage.
9. Requirements for Damage Exchange Claims
To help us process an exchange request relating to delivery damage efficiently, please:
Contact us within 48 hours of receiving the order.
Provide your order number.
Provide clear photographs of the product and packaging.
Keep the original packaging until the case has been reviewed.
Do not modify or attempt to repair the product before the MUR Gallery team has reviewed the case.
10. Exchange Costs
If it is confirmed that the product arrived damaged as a result of delivery or that the product contains an error attributable to MUR Gallery, the customer will not be responsible for the associated replacement costs, subject to review and approval of the claim.
In other cases where an exceptional exchange is accepted at the customer's request, the customer may be responsible for shipping, delivery, or other additional costs associated with the exchange. Any applicable charges will be communicated before proceeding.
11. Refunds
When a customer is eligible for a refund under this policy or applicable regulations, the refund will be processed according to the original payment method and available procedures.
The time required for the refunded amount to appear in the customer's account may vary depending on the bank or payment service provider.
12. Customer Rights
Nothing in this policy is intended to exclude or restrict any consumer right that cannot legally be excluded or restricted under the applicable laws and regulations of the Kingdom of Saudi Arabia.
If any provision of this policy conflicts with a mandatory consumer right under applicable law, the relevant legal requirements shall apply.
13. Contact Us
For any inquiries regarding returns, exchanges, order cancellations, or damaged products, the MUR Gallery team will be happy to assist you.
MUR Gallery – Riyadh
Contact & WhatsApp: +966 50 282 0011
Email: [email protected]