1. Purpose
This policy sets out Murzo Group's approach to selling goods, food, clothing, design products, samples, branded goods, and other items through websites, online shops, online marketplaces, social commerce channels, third-party retailer websites, and fulfilment partners.
The purpose is to make clear when Murzo Group is the seller of record, when a third party is responsible, how marketplace listings must be controlled, how third-party fulfilment is handled, and how Murzo Group protects itself from unauthorised resale, altered products, poor third-party service, and misleading online listings.
2. Scope
This policy applies to Murzo Group, its subsidiaries, workers, contractors, authorised online sellers, marketplace account users, logistics partners, fulfilment partners, distributors, and business partners involved in online sales or online product listings.
It applies to sales or listings through Murzo Group websites, Amazon, eBay, Etsy, Vinted, social media marketplaces, retailer websites, fulfilment platforms, reseller platforms, and any other online channel where Murzo Group products, brands, images, descriptions, or product information appear.
3. Seller of Record
Before any product is listed online, Murzo Group must understand who the seller of record is. The seller of record is the party that sells the product to the customer and is usually responsible for the listing, price, order handling, customer service, returns, refunds, statutory consumer rights, and marketplace obligations.
Where Murzo Group or one of its subsidiaries is the seller of record, Murzo Group will manage the transaction through the relevant website, marketplace, or approved fulfilment arrangement. Where a third-party retailer, reseller, marketplace seller, distributor, or private seller is the seller of record, the customer contract is with that third party and not with Murzo Group.
- Murzo Group must not be presented as the seller unless Murzo Group or its subsidiary has approved that selling arrangement
- Third parties must not use Murzo Group names, logos, product images, claims, warranty wording, certificates, safety information, or official descriptions without permission
- Marketplace listings must not imply that a third-party seller is Murzo Group, part of Murzo Group, or authorised by Murzo Group unless this is true and approved
4. Direct Sales by Murzo Group
A direct sale is a sale made by Murzo Group or one of its subsidiaries through an official Murzo Group website, official marketplace account, approved store, approved distributor channel, or other authorised sales route.
For direct sales, Murzo Group will apply the relevant terms, returns policy, product safety controls, food safety controls, labelling controls, data protection controls, and customer communication processes.
5. Third-Party Fulfilment
Murzo Group may use third-party fulfilment services, warehouses, marketplace fulfilment programmes, delivery platforms, couriers, or logistics providers. This may include arrangements where stock is stored, packed, dispatched, tracked, or delivered by a third party such as Amazon or another fulfilment provider.
Where Murzo Group is the seller of record but a third party fulfils the order, Murzo Group remains responsible for duties it cannot lawfully pass away. However, Murzo Group does not accept responsibility for poor service, delays, missed delivery windows, damaged parcels, lost parcels, storage failures, warehouse handling issues, packaging substitutions, courier conduct, platform errors, or customer service failures caused solely by the third-party fulfilment provider, except where law requires Murzo Group to accept responsibility.
- Customers should follow the relevant marketplace or fulfilment provider process for delivery complaints, lost parcels, damaged parcels, tracking issues, and platform-managed returns
- Murzo Group may assist where it is the seller of record and has access to the order information needed to help
- Murzo Group is not responsible for fulfilment failures on orders sold by third-party retailers, third-party marketplace sellers, unauthorised resellers, private sellers, or any seller outside Murzo Group's authorised sales channels
6. Third-Party Retailers and Unauthorised Resellers
Murzo Group does not accept responsibility for products sold by unauthorised third-party retailers, private sellers, resellers, auction sellers, liquidation sellers, surplus sellers, marketplace sellers, social media sellers, or any party that is not Murzo Group, a Murzo Group subsidiary, or an authorised sales channel.
This applies whether the product is described as new, unused, sealed, open box, returned, refurbished, repaired, second-hand, vintage, used, surplus, ex-display, clearance, or otherwise resold.
- Murzo Group does not control the price, listing wording, photographs, customer service, delivery, storage, hygiene, condition, authenticity, batch, expiry date, allergen status, safety information, or packaging of unauthorised resold products
- Murzo Group does not give any warranty, guarantee, service commitment, product support, refund right, replacement right, authenticity assurance, or after-sales commitment for unauthorised resold products unless required by law or expressly approved in writing
- Murzo Group may refuse support, replacement, goodwill, warranty, returns, or customer service for products not purchased from Murzo Group, a Murzo Group subsidiary, or an authorised sales channel
7. Resold Products and Product Condition
Murzo Group is not responsible for the condition, quality, safety, hygiene, storage history, temperature control, contamination risk, alteration, repair, relabelling, repackaging, tampering, counterfeit risk, missing instructions, missing warnings, expired shelf life, missing batch information, or poor handling of products that have been resold on any platform.
This applies to both new and used products where the sale is not made directly by Murzo Group, one of its subsidiaries, or an authorised sales channel.
- Food, ingredients, supplements, samples, chilled goods, perishable goods, opened goods, or allergen-sensitive products must not be treated as safe merely because a reseller lists them online
- Clothing, accessories, textiles, footwear, protective items, children's items, hygiene-sensitive items, and used goods may have condition, fit, contamination, flammability, choking, drawstring, authenticity, or care-label risks outside Murzo Group's control
- Any buyer purchasing a resold Murzo Group product should rely on the seller's own description, checks, guarantees, returns process, and legal obligations
8. Harm, Injury or Death from Non-Direct Sales
To the fullest extent permitted by law, Murzo Group does not accept responsibility for harm, injury, illness, allergic reaction, contamination, property damage, loss, or death connected with a product that was not sold directly by Murzo Group, one of its subsidiaries, or an authorised sales channel, where the issue arises from third-party resale, storage, handling, alteration, damage, misuse, repair, contamination, relabelling, repackaging, expiry, counterfeiting, missing warnings, missing instructions, or inaccurate third-party listing information.
Nothing in this policy excludes or limits liability that Murzo Group cannot lawfully exclude or limit, including liability for death or personal injury caused by negligence, product liability that applies by law, fraud, fraudulent misrepresentation, or any statutory consumer or safety right that cannot be excluded.
9. Online Listings and Product Claims
Online listings controlled by Murzo Group must be accurate, lawful, and not misleading. Listing wording must match the product, route to market, country of sale, packaging, label, ingredients, materials, safety warnings, delivery restrictions, and applicable marketplace rules.
Claims about food, allergens, nutrition, sustainability, origin, handmade status, authenticity, materials, textile content, size, condition, safety, performance, cultural provenance, high-value goods, security, or legal compliance must be approved before publication.
- Product titles, images, bullets, tags, search terms, descriptions, size guides, nutrition information, allergen information, product identifiers, warnings, and country-of-origin statements must not mislead customers
- Marketplace search terms must not use unrelated brands, protected names, competitor trademarks, hidden claims, or misleading keywords
- Murzo Group may remove, correct, suspend, or report listings that misuse Murzo Group brands, images, descriptions, safety information, or product claims
10. Marketplace Rules and Restricted Products
Each marketplace has its own rules for permitted products, restricted products, prohibited products, product safety, food, clothing, used goods, counterfeit items, high-value goods, cultural objects, weapons, chemicals, cosmetics, medical claims, delivery, returns, buyer communication, and seller performance.
Murzo Group products must not be listed on a marketplace unless the product is permitted on that platform, the seller account is authorised, the listing is accurate, and the relevant legal, tax, product safety, food safety, export, sanctions, and marketplace requirements have been considered.
11. Food, Perishable and Hygiene-Sensitive Products
Food, ingredients, edible products, allergen-sensitive products, chilled products, perishable goods, samples, food-contact items, and hygiene-sensitive products may only be sold online where the sales route, product information, packaging, labelling, storage, delivery, allergen information, and returns position are suitable for that product.
Murzo Group does not authorise the resale of food, perishable, opened, expired, damaged, relabelled, repackaged, temperature-abused, contaminated, or hygiene-sensitive products unless expressly approved in writing and lawful for the product and market.
12. Returns, Refunds and Customer Service
Where Murzo Group is the seller of record, returns, refunds, cancellations, complaints, damaged parcel claims, faulty goods, product safety concerns, and customer service will be handled under the relevant Murzo Group terms, marketplace process, and applicable law.
Where a third-party seller is the seller of record, customers must contact that seller or the relevant marketplace. Murzo Group is not responsible for that seller's refund decision, return label, return address, delivery handling, dispute process, buyer protection decision, or customer service standards.
13. Unauthorised Listings, Takedowns and Enforcement
Murzo Group may monitor online marketplaces and public channels for unauthorised use of Murzo Group names, products, images, content, certificates, safety information, trademarks, misleading claims, counterfeit concerns, food safety concerns, product safety concerns, or unlawful resale activity.
Murzo Group may request takedown, issue notices, report listings to marketplaces, notify authorities, suspend supply, refuse support, or take legal action where listings create consumer risk, brand risk, safety risk, intellectual property risk, fraud risk, or regulatory risk.
14. Evidence
Order, listing, fulfilment, takedown, complaint, safety, marketplace, reseller, and customer communication evidence should be limited to what is needed for lawful sales, customer support, tax, product safety, food safety, marketplace compliance, insurance, authority response, fraud prevention, or dispute handling.
15. Review
This policy will be reviewed when Murzo Group launches a new online sales channel, uses a new marketplace, changes fulfilment model, sells new food or clothing categories online, appoints an authorised online reseller, or identifies a material marketplace, product safety, resale, fulfilment, or consumer law risk.
