Exchange Policy

Murano Exchange Policy

Murano’s exchange policy aims to ensure customer satisfaction, in accordance with Consumer Protection regulations, by providing transparency and respect for consumer rights.

Exchange Period

The deadline to request an exchange is up to 30 days from the date the product is received.

Exchange Conditions

  • The product must show no signs of use, be in perfect condition, and be returned in its original packaging.

  • Accessories, gifts, or any additional items included with the product must also be returned.

Exchange Process

  • The customer must contact our Customer Service (SAC) within the established period, informing the reason for the exchange or return.

  • After reviewing the information, we will provide instructions for returning the product.

  • Once the product is received and its condition is verified, we will proceed with an exchange for an equivalent item or, if preferred, issue a store credit to be used on future purchases.

Shipping Costs

Murano is responsible for shipping costs of the replacement product in cases of manufacturing defects or shipping errors.

Warranty

We offer a warranty against manufacturing defects for a period of 30 days from the date of purchase. This warranty does not cover damage caused by misuse.

Jewelry considered outside the warranty includes:

  • Darkened due to dirt

  • Broken

  • Incomplete

  • Scratched

  • Cracked

  • Crushed

  • Reddish discoloration

  • With cloudy or milky stones

  • Damaged due to misuse

  • Worn from constant use

  • With resin detachment or discoloration

The right to claim apparent or easily identifiable defects expires after 30 days for services or non-durable goods, which applies to the pieces we offer.

Non-Durable Consumer Goods

These are products intended for immediate or short-term use, such as food, clothing, footwear, semi-jewelry, etc.

Durable Goods

These are products that do not cease to exist with use, such as household appliances, automobiles, or computer equipment.

Price Changes in Exchanges

Our exchange policy seeks to ensure the best customer experience while maintaining transparency and price consistency. When a product’s price changes between the purchase date and the exchange request, the following rules apply:

1. If the Product Price Has Increased

  • If, at the time of the exchange request, the price is higher than the amount originally paid, the customer must pay the difference to complete the exchange.

  • Payment must be made before the new item is shipped.

  • The price considered will be the current price listed on the website at the time of the request.

  • Payment can be made using the options available on the site.

2. If the Product Price Has Decreased

  • If the product price is lower than the amount originally paid, there will be no refund, credit, or return of the difference.

  • This policy is justified because prices may vary due to promotions, seasonality, or other commercial strategies.

  • The customer may choose another product of higher value and pay the corresponding difference.

3. Application of the Rule

The price adjustment rule applies exclusively to exchanges requested at the customer’s initiative, such as:

  • Exchange for size, color, or model

  • Replacement with another product from the catalog

In cases of manufacturing defects or shipping errors, no price difference will be charged, regardless of price variations.

4. Deadlines and Procedures

  • The deadline to request an exchange follows the guidelines of our general policy.

  • After the request, the customer will receive return instructions and, if applicable, instructions for payment of the price difference.

  • The new product will be shipped after confirmation of the return and, if applicable, the additional payment.

“Buy 4, Pay 2” Promotion Policy

  • Products purchased under the promotion may be exchanged normally, following the store’s standard rules.

  • Gifts are subject to the specific rules of the promotion or coupon used, such as minimum purchase value, participating categories, limits per customer, among other requirements defined by the brand. For more information, please contact our team.

If your request meets all the conditions of our policy, you may request an exchange here.