MONEY BACK GUARANTEE
Our commitment to our valued customers includes a comprehensive refund policy. If the item you receive does not match its description or fails to be delivered within the Buyer Protection period, we assure you of a refund. The claim process can be initiated, and you can expect to receive your refund within 30 days after the claim is processed. It’s important to note that this guarantee is in addition to your statutory rights as a consumer, as mandated by all applicable laws and regulations in your country of residence.
Contact Seller
Please access your order history and locate the item in question. Initiate a conversation with the seller to discuss the issue at hand and explore potential solutions. It’s advisable to communicate openly and collaboratively with the seller in order to find a satisfactory resolution. This could involve options such as requesting a refund, replacement, or other mutually agreeable arrangements to address the matter at hand. Maintaining a constructive and respectful dialogue with the seller can facilitate a positive outcome.
Apply for Refund
If reaching a mutually agreeable solution with the seller proves to be challenging, you have the option to escalate the matter by raising a claim. This can be done by opening a dispute within 15 days from the delivery of your order or the end of the package receipt confirmation period, as indicated in your order details. By initiating a claim, you can seek resolution through the platform’s dispute resolution process, which involves mediation and intervention by the platform to help resolve the issue in a fair and impartial manner. It’s important to adhere to the specified timeline for raising a claim to ensure that it is processed in a timely manner.
Get Money Back in 30 Days
While most sellers aim to process refunds within 30 days, if the issue remains unresolved, you have the option to escalate your dispute by contacting Mugen 24 Store through the order detail page. By initiating contact with the store, you can seek further assistance in resolving the dispute. This may involve additional communication, negotiation, or other means to reach a satisfactory resolution. It’s important to adhere to the platform’s guidelines and timelines for dispute resolution, and follow any instructions provided by Mugen 24 Store to ensure that your concerns are addressed promptly and effectively.
Free Return
For items with the “Free Return” label, you can initiate a return within 15 calendar days of receiving the item(s) without providing any reason or justification, as long as the item is unused, undamaged, and in its original packaging with all safety seals and labels intact. Please note that for Large Orders and Overseas Territories Orders, it is recommended to contact the seller or Mugen 24 Store’s customer service to confirm if Free Return service is applicable.
- Large Orders are defined as parcels that exceed any of the following criteria:
- Longest side: 120 CM
- Total of length, width, and height: 210 CM
- Weight: 30 KG
- Overseas Territories Orders refer to orders with addresses in the territories of Spain, where the postal code begins with 35, 38, 51, or 52.
For detailed instructions, please refer to our Help Center and Terms and Conditions.
The return process is easy: • Open a dispute and select “Return Goods,” then pack the items and use the provided return label to send them back. • Please follow the instructions on the return form received for returning the items.
The refund process is fast: • You will receive a full refund as soon as the quality control is completed at the warehouse and the returned items meet the refund conditions. • You can track the progress of your return on your dispute detail page. Please note that it may take some time for your financial institution to reflect the refund after the dispute is resolved.
The return service is free: • For each return request, one pre-paid return label will be provided. However, you are entitled to a maximum of three (3) pre-paid return labels per month.
• If you initiate multiple return requests under the same order, you may receive up to three pre-paid return labels, or only one pre-paid return label, depending on the system. If you receive only one pre-paid return label for multiple requests, please return all items in one parcel. Otherwise, if you return part of the items with the pre-paid return label, you may need to pay additional shipping fees for the return of the remaining items.
Please be aware that Mugen 24 Store monitors return activity for abuse and reserves the right to limit returns on their platform in all instances.
Local Return (For Eligible Italian Items Only)
You can enjoy our Free Return service within 15 days of receipt of delivery.Free• Sellers can choose to offer this extra service, and will often do so if they are using a warehouse that is located in your country.• At present, this service is limited to products from participating Italian sellers only.Conditions for Submitting Refund Requests• The products have not been used.• The item is in perfect condition and in its original packaging.The shipping cost of your returned goods will be paid by the seller.
Local Return
Sellers that offer ‘Local Return’ service will have the above ‘Local Return’ icon on their item details page. With ‘Local Return’ service, you could get 15 days (on top of the on-time delivery date) to decide if you want to keep or return the item without any reason.The return shipping costs to the designated local return address are borne by the buyer.
Statutory rights
The seller must comply with other relevant legal requirements (warranty, return, etc.) that may be applicable depending on your location as buyer.For instance, in most EU countries you will generally have a 2-year legal conformity warranty and a 14-day right to return (Please note that in case of return, the buyer must bear the cost of returning the products to the seller).In Brazil, you will generally have a 30-day (non-durable goods) or 90-day (durable goods) legal conformity warranty. Additionally, you will have a 7-day right of regret as outlined in the Brazilian consumer legislation.