Returns and Refunds

RETURNS AND REFUNDS

If for any reason you are not completely satisfied with your purchases, MADBAG is here to help you.

European law states 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 from the date of receipt for most items, provided they are in new condition. The refund will be based on the value of the goods indicated on the original purchase invoice. Please note that shipping costs for returning items are the responsibility of the customer.

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

The law stipulates that consumers are responsible for the care of 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 RETURN.

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

Return requests made beyond 14 days from the delivery date will not be accepted. All items returned in violation of this policy will be sent back to you or disposed of.

If you receive a defective item, you must contact customer service within 14 days of receipt HERE. After verifying the product's non-integrity, we will proceed with an exchange for the same intact product. European law states that a seller must replace a product if it is received not intact by the buyer.

HOW TO REQUEST AN ONLINE RETURN

You can return any item purchased on madbagstore.com within 14 days of the delivery date, 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 1-2 business days of submission, you will receive return authorization via email, which is necessary to proceed with the product return.

2. Product Condition
   Once you receive authorization, ensure that the item to be returned is in its original condition, with intact tags and packaging. If the item is not returned in the same condition as 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.
   Sale or clearance items are considered final sale and are not eligible for return.

3. Return Instructions
   Our customer service team will provide all necessary instructions in the return authorization email to guide you through completing the return.
   Pack the items in their original packaging and ensure the package is securely sealed. Ship the package using any courier of your choice.

   Once we receive your package, we will proceed with a replacement or refund according to our return policies.

4. Return Processing
   Once the return arrives at our warehouse, it may take up to 14 business days. If the return does not meet the required conditions, the item will be sent back to the customer, and the return request will be rejected. After the return is approved, we will issue the refund.

5. International Shipments
   MADBAG is not responsible for international shipments lost during transit of return orders.

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 their decision within 14 DAYS, by contacting Customer Service HERE, according to the procedures indicated in this information notice.

The product must be returned intact, unused, complete with all original packaging, tags and accessories, and in such condition that it can be resold.

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

Pursuant to art. 56 of the Consumer Code, once the return is received, the company will proceed with the necessary compliance checks. If successful, the refund will be issued within 14 (fourteen) days.

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REFUNDS - Online Sales

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

• Refund to the original payment method
  Following the successful outcome of the checks on the returned product, the refund will be issued via the same payment method used at the time of purchase.
  - For returns from EU countries, a fixed amount of €15 will be deducted for shipping costs.
  - For returns from non-EU countries, €20 will be deducted for international shipping costs and €30 for customs duties and import charges incurred by the company. The amount will be credited back within the technical times provided by the banking circuit or payment provider.

In the event that the returned product is missing original seals, tags, accessories, dust bag or original packaging, or if the product is in such condition that it cannot be considered resalable, the company reserves the right to proceed exclusively with the issuance of a store credit (voucher), with no possibility of a refund to the original payment method.

• Store credit (Voucher)
  Following the successful outcome of the checks, a voucher equal to the value of the returned item will be issued and the customer will be notified via email. The voucher can be used for future purchases on the website within the indicated validity period.

 

• Return for item exchange / bag exchange
  The customer may request an exchange for another available model, color, or variant. The exchange will only be confirmed upon receipt and verification of the returned product. Any price differences will be managed through an additional payment or a compensatory voucher.

 

Excluded from exchanges and refunds, pursuant to art. 59 of the Consumer Code:

• customized items or items made to customer specifications;

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

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EXCHANGES – Online Purchases

These conditions apply exclusively to purchases made online through the website madbagstore.com.
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 has a lower value, no monetary refund will be issued; any difference will be recognized exclusively via voucher, usable on the website madbagstore.com.

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

The item to be exchanged must be returned intact, unused, complete with original packaging, tags and accessories, and in such condition that it can be resold.

To initiate the exchange procedure, the customer must contact Customer Service in advance HERE, to verify the availability of the replacement item. The company reserves the right not to proceed with the exchange in case of unavailability of the requested product.

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

Once the return is received and the product's compliance is verified, the company will proceed with shipping the replacement item.

Excluded from exchanges and refunds, pursuant to art. 59 of the Consumer Code:

• customized items or items made to customer specifications;

• products purchased on sale or 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 can only be requested within 1 (one) hour from the purchase confirmation. After this period, the contract is considered 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 terms and conditions indicated in this information notice.

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