Terms and conditions

The terms and conditions listed below apply to all purchases of products in the online shop at store.murales.si belonging to Murales d.d. Ljutomer, Kolodvorska ulica 3, 9240 Ljutomer, Slovenia (hereinafter Murales). These Terms and Conditions and any purchase agreement entered into on the site are subject to Slovenian law.

By placing an order, the customer accepts these Terms and Conditions, which will at all times be accessible in the store.murales.si online shop. Please read them thoroughly. We hope you will enjoy using our online shop.

Prices and payment
All prices are listed in EUR and include Slovenian VAT, currently 22%. We reserve the right to change our prices with immediate effect and without prior notice. The price applicable to your purchase is that which is listed on the website for the product in question at the time of the order.

Shipping charges will be listed on the checkout pages and in the order confirmation that you will receive via e-mail.
store.murales.si accepts payment with the VISA, MasterCard, by bank transfer or proforma invoice.

How to make a purchase
Customers can make a purchase from all web pages by inserting their details in the order form and clicking the order button.

Placing an order
The purchase contract between Murales and the customer is concluded through store.murales.si the moment when Murales sends the customer the initial order status email. From thereon, all prices and other terms remain fixed and apply to both Murales and the customer.

The purchase contract (contained in the initial order status email) is stored electronically on the Murales server.

Selection of products
In the order form, the customer can select the desired item/product and quantity.
Before clicking the order button on the website, the customer always has access to information about the product that is being placed on order.

Order confirmation
Once the customer places an order, they will receive an order confirmation with the proposal/proforma invoice for payment.

Subsequent changes to the order
Once the order has been completed, it can no longer be changed, so the customer cannot add or remove any products after the order placement.

If you would like to remove a product, you must cancel the entire order.
If you would like to add another product, you must place a new order.   

Order shipment processing

Orders are processed every Monday at noon.

An order will be shipped if the items are ready for shipment.

Delivery address
In case of payment via a proforma invoice, the delivery address must be the same as the
proforma invoice address.

Order cancellation
The order is considered confirmed until such time as the customer cancels it.
Upon the receipt of the order confirmation, the provider will inspect the stock and delivery options.
If an item cannot be delivered within the indicated time, the customer will be duly informed via the provided phone number or e-mail address.

Order cancellation options
The customer can cancel the order by replying to the e-mail they have received upon order placement or by calling the phone number published on the website store every Monday through Friday, from 8 am to 3 pm. Once placed, an order can be cancelled within 24 hours.
The seller does not vouch for every order to be cancelled successfully.
A partial cancellation is not possible.

Orders are processed every Monday at noon. For this reason, orders placed on Sunday may only be cancelled by Monday 11:45 at the latest.

Product selection
Due to the nature of on-line business, the offer of shop.murales.si is being updated and changed fast and frequently.

Prices and payment
All prices are listed in EUR and include Slovenian VAT, currently 22%. We reserve the right to change our prices with immediate effect and without prior notice. The price applicable to your purchase is that which is listed on the website for the product in question at the time of the order.
Shipping charges will be listed on the checkout pages and in the order confirmation that you will receive via e-mail.
shop.murales.si accepts payment with the VISA, MasterCard, by bank transfer or proforma invoice.

Debit or credit card payment
The below terms apply in the case of credit or debit card payments.

  • The payer (as per the user account details) must be the same person or organization as the debit or credit card holder.
  • The content of the order or the final order amount can no longer be changed once the customer receives a confirmation of the order receipt.
  • When making an on-line debit or credit card payment, please send an email to: sales@murales.si about any card credits or refunds, if you have cancelled your order or changed your payment method.
  • After payment made by a credit or debit card, the payment is made immediately. When making an on-line debit or credit card payment, please send an email to: sales@murales.si about any card credits or refunds, if you have cancelled your order or changed your payment method

Once the ordered items are delivered, Murales will send a .pdf of the invoice to the customer's email address. The customer is obliged to check the data accuracy before placing an order. Any subsequent complaints regarding the issued invoices will not be taken into consideration.

Safe payment
encrypts all of your card data with the so-called SSL (Secure Socket Layer) protocol. This means that unauthorised persons cannot read your card number or other information transmitted during the transaction with PayPal, who handles payments for purchases made on store.murales.si. Note that the page where you provide your payment information looks different from the rest of the shop. This is due to the requirement from PayPal that the page must be secure and the information encrypted.

will ship the goods via DHL (unless otherwise indicated) to Germany, Austria, Italy, Croatia, Czech Republic, Poland and Romania. Delivery will be made to the delivery address provided by the customer. Murales reserves the right to choose a different delivery service if the order can then be fulfilled more efficiently. 

The DHL delivery service will send an SMS notification about the upcoming delivery to the customer. The customer can change the delivery address by following the instructions in the SMS. Attention! Please wait for further information before sending an item in mail.

As store.murales.si cannot guarantee local delivery conditions, store.murales.si cannot provide a guaranteed delivery time at the customer/recipient address. In case the desired product is not in stock at the time of ordering, we will contact you by phone or e-mail to make arrangements.

As a consumer, you have the right to cancel the purchase order if the delivery is delayed in relation to the applicable agreement.

We insure all shipments against loss and damage while they are in transit from store.murales.si to the recipient address. As soon as the shipment has been signed for at the agreed address, the insurance will lapse. If your package is damaged upon arrival, we recommend that you make a note that you are receiving a damaged package when signing for the shipment.

The order received is incomplete or the products are damaged

In case you receive an incomplete shipment or if the products are damaged, you have the right to file a complaint. If you would like to file a complaint, you first have to fill in a COMPLAINT FORM and send us the completed form by e-mail to: sales@murales.si.
After that, we will provide you with further information about the procedure.
Attention! Please wait for further information before sending the shipment.

The order received is incorrect.
Attention! Please wait for further information before sending the shipment.

Contract withdrawal
In case of a contract withdrawal, which is the customer's right under the Code, it is necessary to complete the CONTRACT WITHDRAWAL FORM.

Attention! Please wait for further information before sending the shipment.

Some products are warranted by a warranty certificate. The warranty, which must be claimed together with the invoice, is valid if the warranty certificate instructions have been followed. The warranty period is indicated either on the warranty certificate or on the invoice.

If the warranty information is unavailable, the product is either considered unwarranted or the warranty information unknown. In the latter case, the customer may contact the provider to submit the updated information.

In accordance with the law, the manufacturer is obliged to provide the customer with a flawless operation warranty for the purchased goods. The customer can claim the warranty directly from the manufacturer or their authorized service provider or dealer.

A warranty can be claimed by the customer through a warranty certificate and the sales receipt that was issued by the seller.

Murales is obliged to carry out a warranty repair within 45 days from the receipt of goods, or else to replace the item with another equivalent and flawless product. The customer may also claim the warranty solely at the seller, but in this case the provision from the previous paragraph shall still apply. The return of warranted goods has to be made in accordance with the terms and conditions specified by the manufacturer on the warranty certificate, whereby the customer shall bear no costs for the return.

Right to withdraw from a consumer contract
The consumer (applies only to natural persons who acquire an item for purposes outside of their business scope) has the right to inform the seller within 14 days from the receipt of the item that they are withdrawing from the contract without providing a reason for their decision. The 14-day period starts one day after the consumer has collected the items.

The customer must return the item to the supplier in its original packaging and quantity, undamaged and with no visible signs of use, unless the item has been destroyed, proven defective or lost, or its quantity was reduced through no fault of the customer.

Up until the customer has withdrawn from the contract, they cannot freely use any such items.

The customer may inspect and test the items to the extent necessary to determine their actual condition. The customer is responsible for any reductions in the value of goods, if such a reduction is the result of a conduct that is not strictly necessary to determine the nature, characteristics or functioning of the goods. The testing of an item that deviates from the above statements is considered the use of an item, and the customer therewith loses the right to withdraw from the contract.

The item must be returned to the provider within 14 days from sending the notice of contract withdrawal. A return of the received items to the company within the contract notice period is considered a notice of withdrawal from the contract.

The consumer must send a notice of withdrawal from the contract to the following provider's e-mail address: sales@murales.si

The customer must return the item either in mail or bring it personally to the provider's address: Murales d.d. Ljutomer, Kolodvorska ulica street 3, SI-9240 Ljutomer, Slovenia In the event that the goods cannot be returned through a shipping service due to their nature, they shall be collected by the provider.

The only cost that shall be borne by the customer in connection with the contract withdrawal is the cost of return (if the items are shipped, this will be charged by the shipping service price list depending on whether the items are sent as a shipment, package or cargo).

The customer is not entitled to withdraw from the contracts whose subject is an item which was made according to the exact customer’s instructions, size specifications and selected materials that were adapted to the customer's personal needs and which by their nature are not suitable for a refund as they are perishable or have already expired.

Payments will be refunded as soon as possible, but no later than 14 days after receiving the notice of withdrawal from the contract. In order to ensure the accuracy, precision and punctuality of the return and to provide a record of payments, the refund of the payment to the customer is made exclusively by remitting payment to their transaction account. Payments cannot be refunded in cash!

In exceptional cases, when the items are not returned in accordance with the Consumer Protection Act, the customer can be offered appropriate compensation for the returned product, which is placed on record upon the return. The reduced value purchase is taken into account when the customer confirms this by email. The customer can use said purchase value exclusively when ordering another item of equal or greater value.

The right to a refund in case of any material errors is more closely regulated by the provisions of the Consumer Protection Act (unofficial consolidated text).

A material defect

Liability for material defects
The provider is responsible for any material defects in accordance with the currently effective Consumer Protection Act.

How to check the suitability of an item
Preverja se z drugim, brezhibnim artiklom enake vrste, hkrati pa tudi z izjavami proizvajalca oziroma navedbami na samem artiklu.

How to enforce a material defect claim
The customer must notify Murales of any material defects and submit a detailed description of the defect at the customer's own expense and within the statutory deadline and at the same time, allow Murales to inspect the item.

The right to claim a material defect on an item is covered under the provisions of the Consumer Protection Act.

Defining a material defect – when can a defect be categorised as a material one A defect is considered material when:

  • the item does not have the characteristics required for its normal use or sale,
  • the item does not have the characteristics required for the specific use for which the customer has purchased it, and this was known or should have been known to the seller,
  • the item does not have the characteristics and qualities that were explicitly or inexplicitly agreed upon or prescribed,
  • if the seller has delivered an item that does not match the desired pattern or design, unless the pattern or design was delivered only for the sake of convenience.
  • Security
  • Murales uses appropriate technological and organizational resources to ensure a safe transfer, storage of personal information, and payment.
  • Murales and the PayPal system provide secure authorizations and credit card transactions. Credit card authorizations are made in real time by instantly checking information with the banks. The card information is not stored on the Murales server.

Protection of personal data

Murales is subject to the Slovenian Act on Processing of Personal Data and all handling of personal data is conducted in accordance with this Act. Under the Slovenian Act on Processing of Personal Data, Murales is considered responsible for the data that is registered about customers and visitors to store.murales.si. By making a purchase on shop.murales.si, you accept our personal data protection policy.

Murales collects data about you in different ways in connection with your use of store.murales.si It is important to Murales that your personal data is stored securely and confidentially. Access to all registered user data on store.murales.si is limited to trusted employees of Murales and our security measures are regularly controlled to determine whether data about our users is handled correctly and in observance of the users’ rights.

However, it is not possible to guarantee 100% security for data transactions via the internet. When data is sent and stored electronically, there is always a risk that others will force their way to unauthorized access to protected data before it reaches our servers. So even though Murales does its best to protect your personal data, we cannot ensure, nor guarantee the security of any information. Thus, you send your data at your own risk.

Murales does not transmit or sell to third parties information that can be connected to you without your explicit permission.

Purpose of use
The personal data obtained through Murales website for the purpose of making an online purchase is used solely for executing and delivering the order.

Complaints and disputes
operates in compliance with the current Slovenian consumer protection legislation. Murales does its best to fulfil its duty to provide an effective complaint filing system.

In case of any problems, the customer can contact the Murales sales staff by calling the telephone number +386 2 5851 805 or sending an email at: sales@murales.si. Any complaints should be submitted through email to: sales@murales.si . The complaint processing procedure is confidential. Murales always makes its best efforts to resolve any disputes by mutual agreement.

Legal notice

The shop.murales.si online store as well as all information, images and graphics displayed on the website are the property of Murales and protected by the Copyright and Related Rights Act, and they may not be reproduced or used without prior written consent by Murales. The trademark brands and logos are the property of their respective owners.

What information we collect


We use cookies on our website. A cookie is a small text file which is stored in your web browser and which registers you as a unique user. Cookies may be used for the following purposes:

  • to improve our website's usability and to personalise the website for you,
  • to analyse the use of our website, including to gather statistics about visitors,
  • in the administration of the website, including to enable the use of any e-commerce facilities,
  • targeted advertising from us and third parties.

By using our website, you consent to our use of cookies.

Personal information in connection with purchases

In connection with purchases on our website, Murales requests the customer’s name, address, telephone number, delivery address, country of origin and e-mail address, all of which are necessary to fill the order and are used solely in connection with processing the order. The information is transmitted and stored electronically.

Changes to the terms and conditions

The rapid development of the internet can make changes to our Terms and Conditions necessary. Thus, Murales reserves the right to update and revise the Terms and Conditions. When we make such revisions, we will also change the date listed after “Last updated” at the bottom of this document. Significant changes will be made public on store.murales.si

Contact information

We will gladly answer any questions you may have about these Terms and Conditions or other aspects of our service. Please contact our Customer Service on telephone +386 2 5851 805  or by e-mail at sales@murales.si

We wish you a great shopping experience!

Company Profile

Company name
MURALES, Tovarna masivnega pohištva d.d. Ljutomer

Short company name
MURALES D.D. Ljutomer

Kolodvorska ulica 3

+386 2 585 18 00

+ 386 2 585 18 29




Registration number

Transaction account number
IBAN SI56 023430014624441, account at Nova LB Ljubljana
IBAN SI56 330000003021250, account at Adikko-Bank