Returns and Refunds
RETURNS AND REFUNDS
If for any reason you are not fully satisfied with the items purchased, MADBAG is here to assist you.
European regulations establish that consumers have the right to exercise the right of withdrawal (return) within 14 days from the receipt of the product, in accordance with Directive 2011/83/EU on consumer rights.
We accept returns within 14 days from the receipt date for most items in new condition. The refund will be based on the value of the goods indicated on the original purchase invoice. Please note that the return shipping costs are the responsibility of the customer.
Please note that the company does not issue cash refunds, but only vouchers equal to the value of the returned item.
In accordance with the Consumer Code, consumers are entitled to a cash refund within 14 days from the return of 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. Therefore, we encourage you to carefully read our return and refund policies before completing your purchase.
Once the return reaches our warehouse, please allow up to 14 working days for processing the return and issuing the refund voucher. When the return is accepted, we will issue the voucher and send a confirmation via email.
The regulations require consumers to take care of the products during the trial period (the 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 RETURN.
Items must be returned in their original condition and packaging (not worn, not used, not altered) with tags attached.
Return requests made outside the 14-day return window from the delivery date will not be accepted. All items returned in violation of this policy will be returned to the customer or disposed of.
By making a purchase on our site, the customer confirms that they have fully read and consciously accepted all the terms in our company policy. This includes, but is not limited to, the general terms of sale, payment methods, return policies, and privacy policies. We therefore encourage customers to carefully read each section of our policy before proceeding with the purchase to ensure full understanding of the terms governing our offer. The purchase implies explicit and binding acceptance of these terms.
If you receive a defective item, you must contact customer service within 14 days of receiving the goods at info@madbagstore.com. After verifying the integrity of the product, we will proceed with an exchange for the same intact product. European regulations establish that a seller must replace the product if received defective by the buyer.
The product must be placed in the package along with the return form, which can be found 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 from the delivery date by following the instructions below:
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Return Request
To initiate a 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 submission, you will receive an email with the return authorization, which is required to proceed with the return of the product. -
Product Condition
Once you receive the authorization, make sure the item to be returned is in its original condition, with tags and packaging intact. If the item is not returned in the same condition in which it was received, we will not approve the return.You have 14 days from the receipt to decide if the items meet your needs.
Items must be returned new, unused, and in the original packaging.
Returns must be pre-authorized by our customer service.
Return shipping costs are non-refundable.
Sale or clearance items are considered final sale and cannot be returned. -
Return Instructions
Our customer service team will provide all the necessary instructions in the return authorization email to guide you through the return process.
Pack the items in the original packaging and make sure the package is securely sealed.
Ship the package at your local post office.Once we receive your package, we will proceed with an exchange or refund according to our return policy.
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Return Processing
Once the return reaches our warehouse, it may take up to 14 business days to process the return and send the exchange or refund voucher. If the return does not meet the required conditions, the item will be returned to the customer and the return request will be denied. After the return is approved, we will issue a refund voucher.
To find out the nearest return address, please contact our customer service via your account. You will receive a response within 24 hours with all the necessary information. -
Questions and Concerns
For any questions regarding the return procedure, feel free to contact our Customer Service. -
Return Rights
For more information about the return conditions, consult the Legal Area.
Sale or promotional items cannot be returned or exchanged. -
International Shipments
MADBAG is not responsible for lost international shipments during transport.
Please note: Returns sent without prior authorization will not be accepted. For any return-related inquiries, please contact us at info@madbagstore.com for assistance and instructions on how to proceed.
EXCHANGES
Exchanges can be made with an item of equal or greater value than the one purchased. If the replacement item has a lower value, no cash refund will be issued, but only a voucher to be used on madbagstore.com. The time frame to request an exchange is 2 days from the receipt of the goods.
The merchandise must be returned in perfect condition, 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 goods must be made at the customer’s expense, using the 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 items or products purchased on sale.
REFUNDS
Once the return has arrived at our warehouse, please allow up to 14 working days for processing the return and issuing the refund voucher. Once the return is accepted, we will issue the voucher and send a confirmation via email.
Please note that the company does not issue cash refunds, only vouchers equal to the value of the returned item.
ORDER CANCELLATION
To ensure quick and efficient order processing, made possible by our high-quality shipping service, an immediate order cancellation can only be made within 1 hour of the order confirmation. After this period, you will need to wait for the order to arrive and then contact our customer service following the procedures outlined below to proceed with a return of the purchased items.
