At M By Murlona, we strive to provide high‑quality garments and ensure customer satisfaction. Please read this policy carefully before making a purchase, as it outlines the conditions under which returns, refunds, and exchanges may be accepted.
Return Eligibility
To be eligible for a return:
• A return request must be submitted within 7 days of receiving your order.
• Items must be unused, unworn (excluding initial fitting) , unwashed, and in their original condition.
• All original tags and packaging must be intact.
• Returns must be approved by our team before the item is sent back.
Items that show signs of wear, including makeup marks, perfume scents, deodorant stains, body oils, alterations, or damage, will not be eligible for return or refund.
Online Orders – Return Process
For items purchased online:
• Customers must contact us first to obtain return approval.
• Customers are responsible for arranging and booking their own courier to return the item.
• Return shipping costs are the responsibility of the customer.
• We recommend using a tracked courier service as we are not responsible for items lost or damaged in transit.
Once the returned item has been received and inspected and confirmed to meet our return conditions, the refund will be processed. Original shipping fees are non‑refundable.
Made‑to‑Order & Custom Garments
Made‑to‑order or custom garments are produced according to the size selected or measurements provided by the customer.
As these items are created specifically for the customer, they are considered final sale. Returns or refunds will not be accepted in cases where:
• An incorrect size was selected
• Incorrect measurements were provided
• The garment does not fit as expected based on the measurements or size chosen
We rely on the accuracy of the measurements and information provided at the time of ordering.
Slight variations in fit may occur due to fabric properties, garment construction, and standard tailoring tolerances. Garments that do not fit due to incorrect measurements or size selections are not eligible for return, exchange, or refund.
Non‑Returnable Items
The following items are not eligible for return or refund:
• Made‑to‑order or custom garments
• Sale or clearance items
• Items that have been worn, washed, altered, or damaged after delivery
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
Clear photographs of the item and packaging must be provided so we can assess the issue and assist you accordingly. Requests made after this timeframe may not be eligible for resolution.
Colour Variation Disclaimer
We make every effort to display product colours as accurately as possible. However, colours may appear slightly different due to photography lighting, fabric dye variations, and differences in individual screen or device settings.
Minor colour differences between website images and the final garment are considered normal and will not qualify as defects or valid reasons for return or refund.
Refund Processing
Once a returned item has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed to the original payment method within 5–10 business days.
Handcrafted & Embellishment Disclaimer
Many of our garments feature handcrafted elements such as hand beading, embroidery, or other embellishments. Because these techniques are completed by hand, slight variations in bead placement, embroidery patterns, and finishing may occur.
These variations are a natural characteristic of handcrafted garments and should not be considered defects.
Garment Care
Garments containing delicate fabrics, embroidery, or hand beading require careful handling. Customers are responsible for following the care instructions provided with the garment.
Damage caused by improper washing, cleaning, alterations, or handling after delivery will not qualify for return or refund. Professional dry cleaning is recommended for embellished garments.
