Overview

Because Murrmur operates on a unique group ordering model—where custom hardware creations and project builds are batch-manufactured based on aggregated community demand—our returns and refunds policy differs from traditional off-the-shelf retail.

Once a group ordering campaign reaches its threshold and enters production, items are custom-made specifically for that batch. Therefore, we generally cannot accept returns or cancellations for a simple change of mind after production has started. However, we stand fully behind the quality of every build and offer replacements or refunds for damaged, defective, or incorrect items within 30 days of delivery.

Refunds & Campaign Cancellations

Unsuccessful Group Orders If a project fails to reach its required group order threshold within the designated campaign window, the order will be canceled, and a 100% full refund will automatically be credited back to your original method of payment.

Cancellations Before Production You may cancel your order and receive a full refund at any time before the project campaign closes and batch manufacturing begins. Once a project moves into the production phase, orders can no longer be canceled or refunded.

Approved Refunds (Defects & Damages) Once your returned item is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 to 10 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Exchanges & Damaged Goods

We replace items if they are defective, damaged in transit, or do not match the approved project specifications. Because items are produced in limited batch runs, replacements are subject to component availability.

If you receive a defective or damaged item:

1. Contact us within 14 days of delivery at {email address}.
2. Provide your order number, a description of the issue, and clear photos/videos of the defect or damage.
3. If approved, we will ship a replacement unit or dispatch replacement components free of charge. If a replacement cannot be manufactured, a full refund will be issued.

Non-Returnable & Non-Refundable Items

The following items and situations are not eligible for returns or refunds:

• Items returned more than 30 days after delivery.
• Projects that match the creator’s stated specs but are returned due to change of mind or user error.
• Digital files, downloadable software, or project blueprints.
• Gift cards.
• Items damaged through improper assembly, modification, or misuse after delivery.

Shipping returns

To return an approved defective or damaged product, please contact us first at {email address} for return authorization and shipping instructions. Once authorized, send your package to: {physical address}.

For verified defective or damaged items, Murrmur will provide a pre-paid return shipping label or reimburse reasonable return shipping costs. If an item is returned for any other approved reason, you will be responsible for paying your own shipping costs. Shipping costs are non-refundable.

Depending on where you live and production batch schedules, the time it takes for an exchanged product to reach you may vary. We recommend using a trackable shipping service or purchasing shipping insurance for all returns, as we cannot guarantee that we will receive your returned item without tracking.

Need help?

Contact us at hello@murrmur.store for questions related to refunds, returns, and project order status.