1. Purpose
This policy sets out Murzo Group's approach to returns, refunds, exchanges, cancellations, distance selling, complaints, third-party seller arrangements, marketplace sales, and customer support routes.
The purpose is to respect statutory rights that cannot lawfully be excluded while protecting Murzo Group from being treated as responsible for third-party sellers, producers, manufacturers, platforms, carriers, installers, marketplaces, brokers, affiliates, or unauthorised resellers unless Murzo Group has expressly accepted that responsibility in writing.
2. Scope
This policy applies to Murzo Group sales channels, online sales, marketplace sales, distance sales, direct sales, business-to-business supply, samples, prototypes, private-label arrangements, commission sales, agency arrangements, brokered transactions, fulfilment arrangements, and third-party platform activity.
Different rules may apply depending on whether the customer is a consumer or business customer, the seller of record, the platform terms, the product type, the jurisdiction, the contract terms, and whether Murzo Group is acting as principal, agent, introducer, reseller, listing manager, or commercial intermediary.
3. Statutory Rights
Murzo Group will not seek to exclude statutory rights that cannot lawfully be excluded. If Murzo Group is the seller of record to a consumer, applicable consumer rights, cancellation rights, product conformity duties, product safety duties, and complaint obligations will be assessed in line with law.
Where a product is faulty, not as described, unsafe, mislabelled, incorrectly supplied, or otherwise legally non-compliant, Murzo Group will assess the matter and provide an appropriate remedy where Murzo Group is legally responsible for doing so.
4. Third-Party Sellers, Producers and Marketplace Platforms
Murzo Group may in many transactions act as a middleman, commercial intermediary, introducer, broker, agent, listing manager, marketing channel, commission seller, or marketplace support provider for another seller, producer, manufacturer, distributor, brand owner, supplier, installer, or platform.
Where Murzo Group sells, lists, promotes, introduces, brokers, advertises, or receives commission for products supplied by a third party, that third-party seller, producer, manufacturer, distributor, brand owner, supplier, installer, or platform remains responsible for its own legal obligations, product support, warranties, returns, refunds, exchanges, repair, replacement, installation, delivery, safety, technical advice, and after-sales service unless Murzo Group has expressly accepted responsibility in writing.
For example, where Murzo Group helps sell products for a solar power producer on a platform and receives a fee, commission, or cut, the platform may manage the returns and refund route and the solar power producer or responsible seller remains legally responsible for product support, return obligations, refunds, exchanges, warranty handling, installation issues, and technical assistance unless the written sale terms state otherwise.
Customers must follow the return, refund, exchange, support, and complaint route shown on the platform, order confirmation, seller terms, manufacturer warranty, producer documentation, or written agreement. Murzo Group may assist with communication where appropriate, but assistance does not make Murzo Group liable for obligations belonging to another party.
5. Third-Party Fulfilment and Delivery
Where goods are fulfilled, packed, dispatched, installed, stored, handled, or delivered by a platform, warehouse, producer, carrier, installer, drop-shipper, retailer, or other third party, that party remains responsible for its own service failures, delay, mishandling, damage, poor customer service, incorrect dispatch, installation issue, storage issue, or return handling unless Murzo Group has expressly accepted responsibility in writing or law requires otherwise.
If the customer contracted directly with a platform or third-party seller, the customer should use that platform or seller's returns and complaints process first.
6. Unauthorised Resale and Resold Products
Murzo Group does not accept responsibility for returns, refunds, exchanges, support, injury, harm, death, loss, defect, contamination, misuse, alteration, storage failure, expired goods, missing instructions, missing labels, counterfeit goods, repackaged goods, resold goods, second-hand goods, used goods, diverted goods, parallel imports, or products sold by unauthorised sellers on any platform, whether new or used, except where law requires otherwise.
Customers who buy Murzo Group-branded or Murzo Group-related goods from a reseller, marketplace trader, auction, third-party listing, private seller, broker, liquidation seller, social media seller, or unauthorised distributor must contact the seller who supplied the product and the platform used for the purchase.
7. Distance Selling and Cancellation
Where consumer distance selling cancellation rights apply and Murzo Group is the responsible seller, 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, goods liable to deteriorate or expire rapidly, sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, sealed audio, video or software once unsealed, digital content, services already performed where lawful conditions are met, and other categories excluded by law.
8. Return Conditions
Returned products must be controlled to protect safety, integrity, hygiene, biosecurity, cybersecurity, traceability, contamination control, fraud prevention, and legal compliance.
- Customers may be asked to provide order details, seller details, platform details, product name, batch or lot code, serial number, delivery details, photos, fault description, support history, and a written explanation of the issue
- Products must not be returned without following the correct written return instructions, especially where goods may be hazardous, contaminated, biological, electrical, data-bearing, high-value, regulated, live, perishable, food-related, feed-related, farming-related, vehicle-related, or hygiene-sensitive
- Goods must be complete, safe to handle, lawfully returnable, suitably packaged, and accompanied by required accessories, instructions, labels, seals, certificates, warranty cards, and proof of purchase where applicable
- Murzo Group may refuse, quarantine, dispose of, donate, recycle, inspect, decontaminate, recondition, relabel, repackage, or resell returned goods where lawful, safe, commercially reasonable, and consistent with customer rights
- Murzo Group may resell a returned product where it can be made shelf-ready again and resale is lawful, safe, accurately described, and not misleading
9. Excluded and Restricted Returns
Murzo Group does not accept change-of-mind returns, unauthorised returns, or physical returns for the categories below unless Murzo Group gives written approval or a non-excludable legal right requires a remedy:
- Farming equipment, agricultural machinery, vehicles, trailers, tools, storage units, or site equipment because of biosecurity, soil, pest, chemical, disease, oil, fuel, hygiene, and cross-contamination risk
- Clothing, footwear, PPE, uniforms, textiles, fashion goods, workwear, accessories, or wearable items because of hygiene, odour, wear, laundering, skin contact, allergens, contamination, and cross-contamination risk
- Live insects, eggs, larvae, pupae, live animals, biological material, animal feed, pet food, feed samples, trial products, fresh food, perishable goods, chilled goods, frozen goods, opened food, opened feed, or goods liable to deteriorate or expire rapidly
- Goods that have been opened, used, installed, activated, worn, modified, contaminated, damaged, mixed, combined with other goods, exposed to farm environments, exposed to animals, exposed to food areas, exposed to chemicals, or returned without required seals, labels, serial numbers, batch details, or packaging
- Hazardous, chemical, controlled, high-value, cultural property, antique, collector, security-sensitive, customs-controlled, export-controlled, restricted, or regulated goods unless a written lawful return route has been approved
10. Electrical, Electronic and Data-Bearing Equipment
Murzo Group strictly does not accept the return of electrical, electronic, connected, battery-powered, networked, surveillance, storage, computing, or data-bearing equipment unless Murzo Group gives written approval after safety and security review or law requires a remedy.
This includes, without limitation, drones, cameras, hard drives, servers, routers, switches, sensors, controllers, phones, laptops, storage media, smart devices, batteries, chargers, network equipment, access control equipment, security equipment, and any product that may contain data, malware, credentials, surveillance material, firmware changes, hidden damage, fire risk, tampering, or cybersecurity risk.
Where such products are supplied by a third-party producer, platform, manufacturer, solar power producer, installer, or specialist supplier, support, warranty, return, repair, replacement, refund, and safety handling must normally be directed to that responsible party.
11. Refunds, Replacements, Credits and Cryptocurrency
Where a refund, replacement, repair, credit, chargeback response, or other remedy is due from Murzo Group, Murzo Group will process it through an appropriate payment, account, platform, or commercial route.
Refund timing, delivery cost treatment, deductions, return cost responsibility, and method of refund will depend on the product, channel, seller of record, jurisdiction, contract terms, platform rules, and applicable law.
Refunds involving cryptocurrency, digital assets, wallet transfers, exchange settlement, sanctions checks, anti-money laundering checks, payment provider review, fraud review, tax checks, or regulatory review may take longer. Murzo Group may refuse to refund to a different wallet, account, person, or route where this creates legal, fraud, sanctions, tax, or security risk.
12. Disposal, Donation, Resale and Shelf-Ready Goods
Where ownership has passed to Murzo Group, the goods are abandoned, the return has been accepted, or the law allows, Murzo Group may dispose of, donate, recycle, refurbish, recondition, relabel, repackage, inspect, test, or resell returned goods.
Goods will not be resold unless Murzo Group considers they can be made shelf-ready, safe, lawful, accurately described, complete where required, and suitable for the relevant channel. Goods that are unsafe, contaminated, expired, compromised, counterfeit, data-bearing, tampered with, or not commercially suitable may be destroyed, recycled, donated, or otherwise handled lawfully.
13. Product Safety, Recall and Complaints
Return and refund requests involving suspected unsafe product, contamination, allergen concern, incorrect label, tampering, illness, injury, batch mix-up, electrical fault, battery issue, cybersecurity issue, cultural property issue, customs issue, 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, contact the seller of record, contact the manufacturer, contact the platform, return product, dispose of product, or await further guidance.
Complaints about returns, refunds, exchanges, distance selling, product support, third-party seller responsibility, or customer redress must be made in writing. The current legal and complaints address is maintained on the Murzo Group contact page.
14. Fraud, Abuse and Misuse
Murzo Group may investigate, refuse, restrict, suspend, report, or defend return or refund requests that appear fraudulent, abusive, dishonest, unsafe, inconsistent with evidence, linked to wardrobing, product switching, serial number switching, false damage claims, chargeback abuse, false platform claims, counterfeit substitution, unauthorised resale, or attempts to exploit customer protection processes.
This does not prevent genuine statutory rights, safety concerns, or complaint rights from being considered.
15. Responsibilities and Review
Managers, sales contacts, customer service contacts, product owners, marketplace contacts, logistics contacts, authorised representatives, and third-party relationship owners are responsible for applying this policy and escalating unclear responsibility, product safety, legal, or complaint issues.
Murzo Group may keep proportionate information about returns, refunds, cancellations, complaints, product status, seller responsibility, batch details, approvals, and corrective actions where needed for legal, safety, tax, fraud, insurance, customer service, or business reasons. This policy should be reviewed periodically and when sales channels, product types, platform rules, legal duties, or customer terms change.
