Self-service return

Log in to your customer account and request a return independently in a few simple steps. 

Enjoy quick and easy returns on all orders within 14 days of receipt. We accept returns of unused items, in their original packaging and with a registered return within 14 days of receipt.

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Log in to your account

1. Click on the profile icon in the menu and go to the "Customer Account or Login" of the shop or log in from the page dedicated to self-service returns.
2. Enter your email address in the "Email" field and click on "Continue".
3. Open the email sent by our shop and copy the six-digit verification code received.
4. Go back to the website and enter the verification code to access your account.

Request a return

1. Select the order for which you wish to request a return.
2. Click on "Request a return".
3. If your order contains multiple items, select the ones you wish to return.
4. Indicate the reason for the return and, if necessary, add a note.
5. Click on "Submit return request".

Product Conditions
Once authorized, please ensure that 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 as it was received, we will not be able to approve the return.

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After request approval

If the return request is approved, you will receive an email containing all necessary instructions for returning the product.

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Returns from non-EU Countries

For shipments from non-EU countries, any customs duties and import charges are entirely at the customer's expense.

If these charges are not paid, the package cannot be imported into Italy and will be automatically returned to the sender by the customs authorities. In such circumstances, MADBAG will not be able to receive the return or issue a refund.

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Refund

Once the returned product has been received and verified, the refund will be processed within 7 working days.

The refund will be made exclusively to the original payment method used for the purchase.

Actual crediting times may vary depending on the bank, card issuer or payment provider used.

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Costs withheld from the refund

Handling and shipping costs will be deducted directly from the refunded amount:

• Italy and European Union: €15
• Non-EU Countries: €20 + €30 customs fees

The refund will therefore be net of the above costs.