Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return process, you can contact us at info@mfa-trade.de. Please note that returns will need to be sent to the address we provide you in the email.
If your return is accepted, we’ll send the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
The return delivery costs are to be covered by the sender (customer). It is your responsibility to send us a tracking number to track your return prior to its arrival. Returns sent without a tracking code will not be accepted. In case we do not receive a tracking code from you prior to item’s arrival, your return may take longer to process or even be lost in the warehouse, which we bear no responsibility for.
Once the item is sent out, you cannot request a return until the product arrives. When it arrives, start the return process as described above.
It is your responsibility to monitor the delivery process via the tracking number, provided to you via email. If you do not receive an email with tracking number within 3 business days, please, write as an email to info@mfa-trade.de to inquire about the status of your delivery.
If you are not able to accept the delivery when the courier arrives and no one accepts the delivery on your behalf, the goods will be sent to the nearest post office. It is then your responsibility to pick up the goods from the post office. If you are unable to receive the delivery as well as to pick up the goods from the post office, they will be sent back to us. You can request a refund at this point, however, bear in mind that the costs occurring for sending goods back to us are to be covered by you (meaning we will reimburse the remaining amount).
When requesting a return, make sure to send back the correct item. Sending a different item (not the one the return for which was requested) will not result in a refund.
You can always contact us for any return question at info@mfa-trade.de.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Items that are found damaged after 14 days from the day of delivery are not eligible for a return.
If the item stops working within the guarantee period, please, write us an email and we will send you the instructions on how to send the item back to us. Keep in mind that in case the item is functionable and not defective, you will not receive a return.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. The return delivery costs are to be covered by the sender (customer). More details about the return process can be found in the first section of this document.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@mfa-trade.de.