Copy of Returns and Refunds
RETURNS AND REFUNDS
If for any reason you are not fully satisfied with the items purchased, MADBAG is here to help.
European law states that consumers have the right to exercise the right of withdrawal (return) within 14 days of receiving the product. This is in accordance with Directive 2011/83/EU on consumer rights.
We accept returns within 14 days of receipt for most items in new condition. Refunds will be based on the value of the merchandise as per the original purchase invoice. Please note that return shipping costs are the responsibility of the customer.
Please note that the company does not issue refunds in cash, but only the issue of vouchers for the value of the returned item.
In accordance with the Consumer Code, consumers are entitled to a cash refund within 14 days of returning the product. However, it is legal to offer a voucher as an alternative to a cash refund, provided that this option is clearly communicated and the consumer's explicit consent is obtained before the purchase. We therefore invite you to carefully read our return and refund policies before completing your purchase.
Once your return has arrived at our warehouse, please allow up to 14 business days for us to process your return and issue a refund voucher. Once your return is accepted, we will issue a voucher and send you a confirmation email.
The law requires that consumers are responsible for the care of the products during the trial period (14 days). If the product is damaged or not returned in its original condition (used, damaged or without original packaging), we reserve the right to refuse the
MADE
Items must be returned in their original condition and packaging (unworn, unused, unaltered) with tags attached.
Return requests made outside the 14 day return window from the date of delivery will not be accepted. All items returned in violation of this policy will be returned to you or disposed of.
By making a purchase on our site, the customer confirms that he has fully read and accepts in an informed manner all the provisions contained in our company policy. This includes, but is not limited to, the general conditions of sale, payment methods, return and privacy policies. We therefore invite customers to carefully read each section of our policy before proceeding with the purchase, in order to ensure a complete understanding of the conditions that regulate our offer. The purchase implies the acceptance of the aforementioned conditions in an explicit and binding manner.
If you receive a defective item you must contact customer service within 14 days of receiving the goods at info@madbagstore.com, which, after having ascertained the non-integrity of the
product, will provide for the exchange with the same intact product. European legislation establishes that a seller must replace the product if it is received damaged by the buyer.
The product must be included in the package necessarily together with the return form that you can find on the contact us page: https://madbagstore.com/pages/contact
HOW TO REQUEST A RETURN ONLINE
You can return any item purchased on madbagstore.com within 14 days of the delivery date, following the instructions here:
1. Return Request To initiate the return request, you must contact our
customer service via email at info@madbagstore.com. Our team will review the request and, within one business day of sending it, you will receive an email with the return authorization, which is necessary to proceed with the return of the product.
2 . Product Conditions Once you have received authorization, please make sure that the item you wish to return is in the same condition as the original.
return both in the original condition, with tags and packaging intact. If the item is not returned in the same condition as received, we will not be able to approve the
made.
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You have 14 days from receipt to decide if the items meet your requirements.
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Items must be returned new, unused, and in their original packaging.
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Returns must be pre-authorized by our customer service.
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Return shipping costs are non-refundable.
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Items on sale or clearance are considered final sale and are not subject to return.
3. Return Instructions Our customer service team will provide all the instructions
required in the return authorization email, to guide you in completing the return.
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Please pack the items in the original packaging and make sure the package is well sealed.
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Ship the parcel to your local post office
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Once we receive your package, we will process a replacement or refund according to our return policies.
4 . Return Processing Once your return arrives at our warehouse, it may take up to 14 business days to process your return and send out your exchange or refund voucher. If your return does not meet the required conditions, the item will be sent back to you and your return request will be rejected. Once your return has been approved, we will issue you a refund voucher. To find out the nearest return address, please contact our customer service through your account. You will receive a response within 24 hours with all the necessary information.
5 . Questions and Doubts For any questions about the return procedure, do not hesitate to
contact our Customer Service.
6. Right of Return For further information on the return conditions, consult the Legal Area 7. ITEMS ON SALE OR ON PROMO CANNOT BE RETURNED OR
EXCHANGED
8 . MADBAG is not responsible for international shipments lost in transit
of orders.
Please note: Returns sent without prior authorization will not be accepted. For any return related needs, contact us at info@madbagstore.com for assistance and instructions on how to proceed.
CHANGES
The exchange can be made with an item of equal or greater value than the one purchased. If the replacement item has a lower value, a cash refund will not be issued, but only a voucher to be used on mad bagstore.com. The deadline to request an exchange is 2 days from the date of receipt of the goods.
The goods must be returned completely intact, in the original packaging, and must never have been used.
To make an exchange, you must first contact our customer service at info@madbagstore.com, to check the availability of the replacement item.
The return of the goods must be made at the customer's expense, via a courier of their choice.
Return shipping costs are the responsibility of the customer, as well as any customs fees for returns from non-EU countries. After receiving the package, we will proceed with sending the replacement product.
Exchanges and refunds are not possible for customized models on request as well as products purchased on sale.
REFUNDS
Once your return has arrived at our warehouse, please allow up to 14 business days for us to process your return and issue your refund voucher. Once your return is accepted, we will issue your voucher and send you a confirmation email.
Please note that the company does not issue refunds in cash, but only the issue of vouchers for the value of the returned item.
ORDER CANCELLATION
To ensure fast and efficient processing of orders, made possible by the high quality of our shipping service, immediate cancellation of an order can only be made within 24 hours of order confirmation. After this period of time, it will be necessary to wait for the receipt of the order and, subsequently, contact our customer service following the procedures indicated below to proceed with a possible return of the purchased items.