Returns and Refunds

RETURNS AND REFUNDS

If for any reason you are not completely satisfied with the items you purchased, MADBAG is here to help.

European legislation establishes that consumers have the right to exercise the right of withdrawal (return) within 14 days of receiving the product, as provided for by Directive 2011/83/EU on consumer rights.

We accept returns within 14 days of receipt for most items, provided they are in new condition. Refunds will be based on the value of the merchandise indicated on the original purchase invoice. Please note that 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 of returning the product. However, it is legal to offer a voucher as an alternative to a cash refund, provided this option is clearly communicated and the consumer's explicit consent is obtained prior to purchase. We therefore recommend that you carefully read our return and refund policies before completing your purchase.

Once your return arrives at our warehouse, please allow up to 14 business days for processing and issuing a refund voucher. Once your return is accepted, we will issue the voucher and send you a confirmation email.

The law requires consumers to be 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 the original packaging), we reserve the right to refuse the RETURN .

Items must be returned in their original condition and original packaging (unworn, unused, unaltered) with tags attached.

Return requests made after 14 days from the delivery date will not be accepted. Any 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 they have fully read and accept all the provisions of our company policy. This includes, but is not limited to, the general terms and conditions of sale, payment methods, return policies, and privacy policy. We therefore invite customers to carefully read each section of our policy before purchasing to ensure a complete understanding of the terms and conditions governing our offering. Purchase implies explicit and binding acceptance of these terms and conditions.

If you receive a defective item, you must contact customer service within 14 days of receipt HERE . Once we have verified that the product is defective, we will exchange it for the same, intact product. European law requires a seller to replace a product if it is received by the buyer in a damaged condition.

HOW TO REQUEST A RETURN ONLINE

You can return any item purchased on madbagstore.com within 14 days of delivery by following the instructions below:

1. Return Request
   To initiate a return request, you must contact our customer service HERE . Our team will review the request, and within one business day of submitting it, you will receive a return authorization email, which is required to process the return.

2. Product Conditions
   Once you receive authorization, please ensure the item you are returning 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 be able to approve the return.

   You have 14 days from receipt to decide if the items meet your needs.
   Items must be returned new, unused, and in their original packaging.
   Returns must be pre-authorized by our customer service.
   Return shipping costs are non-refundable.
   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 necessary instructions in the return authorization email to guide you through completing your return.
   Please pack the items in their original packaging and make sure the package is tightly sealed.
   Ship the package to your local post office.

   Once we receive your package, we will process a replacement or refund based on our return policies.

4. Return Processing
   Once the return arrives at 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 rejected. Once the return is approved, we will issue a refund voucher.
   To find the nearest return address, contact our customer service through your account. You'll receive a response within 24 hours with all the necessary information.

5. Questions and Doubts
   For any questions about the return process, please do not hesitate to contact our Customer Service.

6. Right of Return
   For more information on return policies, please see the Legal Area.
   Sale or promotional items cannot be returned or exchanged.

7. International Shipping
   MADBAG is not responsible for international shipments lost during shipment.

Please note: Returns sent without prior authorization will not be accepted.

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1- RIGHT OF WITHDRAWAL (14 days)

Pursuant to Articles 52 et seq. of Legislative Decree 206/2005 (Consumer Code).

To exercise the right of withdrawal, the customer must communicate his/her decision within 14 DAYS by contacting Customer Service HERE , according to the methods indicated in this information.

The product must be returned intact, unused , complete with all original packaging, labels and accessories , and in conditions that allow it to be resold.

The return of the goods must be made at the customer's expense, via a courier of their choice, including any customs charges for returns from non-EU countries.

Pursuant to Article 56 of the Consumer Code, once the return is received, the company will proceed with the necessary conformity checks . If the outcome is positive, the refund will be made within 14 (fourteen) days.

REFUNDS - Online Sales

Pursuant to Article 56 of Legislative Decree 206/2005 (Consumer Code), once the returned product has been received at our warehouse, the company will proceed with the necessary conformity checks .

In the event of a return made as part of a voluntary commercial procedure , the return will be processed and the voucher issued , if applicable, within 14 (fourteen) working days of receipt of the return.

Following a successful check, a voucher will be issued for the value of the returned item , and the customer will be notified via email.

Except in cases where the right of withdrawal is exercised pursuant to Articles 52 et seq. of the Consumer Code , the company does not provide cash refunds , but only issues vouchers, within the limits permitted by applicable law and as set forth in this policy.

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EXCHANGES – Online Shopping

These conditions apply exclusively to purchases made online through the madbagstore.com website.
The exchange of an item constitutes a voluntary commercial option offered by the company and does not replace or limit the right of withdrawal provided for by Articles 52 et seq. of Legislative Decree 206/2005 (Consumer Code).

The exchange can be made for a product of equal or greater value than the one purchased. If the replacement item is of lower value, no cash refund will be made ; any difference will be refunded exclusively through a voucher , redeemable on the madbagstore.com website.

The exchange request must be submitted within 2 (two) days from the date of receipt of the goods.

The product to be exchanged must be returned intact, unused , complete with original packaging, labels and accessories , and in conditions that allow it to be resold.

To initiate the exchange process, the customer must first contact Customer Service HERE to verify the availability of the replacement item. The company reserves the right not to process the exchange if the requested product is unavailable.

The return of the goods must be made at the customer's expense , via a courier of their choice. The customer is also responsible for the return shipping costs and any customs fees for returns from non-EU countries.

Once the return has been received and the product's conformity has been verified, the company will proceed with shipping the replacement item.

The following are excluded from exchanges and refunds , pursuant to art. 59 of the Consumer Code:

• personalized items or items made to customer request ;

• products purchased on sale or on promotion , where clearly indicated before the conclusion of the contract.

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2- ORDER CANCELLATION

Pursuant to Articles 52 et seq. of Legislative Decree 206/2005 (Consumer Code), order cancellation may only be requested within 1 (one) hour of purchase confirmation. After this period, the contract is deemed concluded and the order will be processed. In any case, the consumer retains the right to exercise the right of withdrawal within 14 days of receiving the products, according to the methods and conditions set forth in this policy.

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