1. Purpose
This policy sets out Murzo Group's approach to returns, refunds, exchanges, cancellations, distance selling, and customer communication where Murzo Group sells or supplies products or services.
The purpose is to respect applicable customer rights while protecting product safety, food safety, hygiene, traceability, fraud prevention, and business-to-business contract terms.
2. Scope
This policy applies to Murzo Group sales channels, online sales, distance sales, direct sales, business-to-business supply, samples, prototypes, private-label arrangements, and third-party marketplace activity where Murzo Group has responsibility for return or refund decisions.
Different rules may apply depending on whether the customer is a consumer or business customer, the product type, the sales channel, the jurisdiction, and the contract terms.
3. Customer Rights
Murzo Group will not seek to exclude statutory rights that cannot lawfully be excluded.
Where a product is faulty, not as described, unsafe, mislabelled, incorrectly supplied, or otherwise legally non-compliant, Murzo Group will assess the matter promptly and provide an appropriate remedy where required.
4. Distance Selling & Cancellation
Where consumer distance selling cancellation rights apply, Murzo Group will provide required information and handle cancellation requests in line with applicable law.
Cancellation rights may not apply, or may be limited, for certain goods or services, including bespoke goods, personalised goods, perishable goods, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, digital content, or services already performed where lawful conditions are met.
5. Business-to-Business Sales
For business customers, returns, refunds, credits, replacements, and cancellations are normally governed by written contract terms, purchase terms, specifications, service terms, or agreed commercial arrangements.
Murzo Group may decline return requests for correctly supplied business goods unless a legal duty, contract term, quality issue, product safety issue, or agreed commercial exception applies.
6. Return Conditions
Returned products must be controlled to protect safety, integrity, hygiene, traceability, and evidence.
- Customers may be asked to provide order details, product name, batch or lot code, delivery details, photos, and a description of the issue
- Products should not be returned where doing so would create safety, contamination, biosecurity, or legal risk unless Murzo Group gives instructions
- Food, feed, biological, chemical, perishable, hygiene-sensitive, opened, damaged, or contaminated goods may require special handling or may be non-returnable
- Returned goods must not be resold, reworked, relabelled, or redistributed unless authorised and safe to do so
7. Refunds, Replacements & Credits
Where a refund, replacement, repair, credit, or other remedy is due, Murzo Group will process it through an appropriate payment, account, or commercial route.
Refund timing, delivery cost treatment, deductions, return cost responsibility, and method of refund will depend on the product, channel, jurisdiction, contract terms, and applicable law.
8. Product Safety, Recall & Complaints
Return and refund requests involving suspected unsafe product, contamination, allergen concern, incorrect label, tampering, illness, injury, batch mix-up, or regulatory issue must be escalated under product safety, recall, complaint, or traceability procedures.
Murzo Group may issue customer instructions to stop use, isolate product, preserve evidence, return product, dispose of product, or await further guidance.
9. Fraud, Abuse & Misuse
Murzo Group may investigate, refuse, restrict, or report return or refund requests that appear fraudulent, abusive, dishonest, inconsistent with evidence, or intended to exploit customer protection processes.
This does not prevent genuine statutory rights, safety concerns, or complaint rights from being considered.
10. Records, Review & Responsibilities
Murzo Group will keep proportionate records of returns, refunds, cancellations, complaints, communications, product status, batch details, approvals, and corrective actions.
Managers, sales contacts, customer service contacts, product owners, logistics contacts, and authorised representatives are responsible for applying this policy. It will be reviewed periodically and when sales channels, product types, legal duties, or customer terms change.
