Refund policy

We have a 14-day return policy that only applies to European Union (EU) consumers, which means that you, if you are an EU citizen, have 14 days after receiving your order to return it.

To be eligible for a return, your product must be in the same condition you received it, new, unused, with tags and in its original packaging. You will also need the invoice or other proof of purchase.

To initiate a return, you can contact us at support@mavrolert.com. Please note that returns must be sent, at your expense and within the aforementioned period.

If you request a free return and your return is accepted, we will send you a return shipping label as well as instructions on how and where to send your shipment.

Products sent for return without first contacting us will not be accepted. You can contact us with any queries regarding returns at support@mavrolert.com.


Damage and Problems

Please inspect your order after delivery and contact us immediately if the product is defective, damaged or exchanged, so that we can assess the damage or problem and correct it.


Exceptions / Non-returnable products

Certain products cannot be returned, such as perishable products (such as food, flowers or plants), personalized products (such as special orders or personalized items), and personal care products (such as beauty products). Returns of hazardous materials, flammable liquids or gases are also not accepted. Please contact us if you have questions or concerns about your product.

Unfortunately, returns on sale products or gift cards cannot be accepted.


Exchanges

The quickest way to ensure you have the product you want is to return what you have and, once the product is accepted for return, make a separate purchase for the new item.


The European Union's 14-day cooling-off period

Notwithstanding the foregoing, if the goods are sent to the European Union, you have the right to return your order within 14 days of receiving it, for any reason and without justification. As stated above, your item must be in the same condition you received it, new, unused, with tags and in its original packaging. You will also need the invoice or other proof of purchase.


Refunds after delivery

We will notify you once your return has been inspected and let you know whether or not your refund has been approved. If approved, you will be refunded via the same method you made the original payment or, failing that, via bank transfer within 10 working days. Remember that it may take some time for your bank or other credit card company to process and issue your refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at the following email address: support@mavrolert.com.


Refunds before delivery

In case of cancellation of the order, by the seller or by the buyer with just cause, before the delivery of the good or the provision of the service, the refund will occur in the same way as the refund motivated by the return regulated above. But, on the contrary, namely in case of cancellation of the order, by the customer, without delay or non-compliance with the possible delivery or performance deadline by the seller, before the order has been processed, delivered or provided, the cancellation will require acceptance by the seller and, when accepted, the refund will be made in the form of a discount coupon, due in 30 days.

Cancellation without just cause is also considered to be the non-acceptance of an alternative product, by the buyer, presented by the seller, in cases of ordering a discontinued product, out of stock for an indefinite period or other similar circumstances.

If the buyer does not apply the coupon to a new order by the due date, the value converts, on the immediately following day, in favor of the seller, as compensation for canceling the order without just cause and for not compensating for that damage through new order with a minimum value equal to the one canceled within the aforementioned period.