How do I make a complaint?

First of all, we’re sorry you didn’t get the service you’d expect from MondoPal.

We appreciate customers who let us know when things aren’t right. Give us a chance and we will make things right!

Your account has been deactivated

If your account has been deactivated, you can still contact us, and we’ll check your information again to see if we can reactivate your account.

Find out what to do if your account has been deactivated.

Complain for another reason

The best way is to contact us by including:

  • the order number, if your complaint is about a specific purchase;
  • what your complaint is about;
  • what you’d like us to do to fix it.

Please make it clear that you are making a complaint when you get in touch. By doing this, you’ll help us make sure your problem goes through the right process, and that the issue is resolved as quickly as possible.

What happens after you file your claim?

Once the complaint has been received, MondoPal will:

  • ask you for more information, if necessary;
  • review your complaint and concerns under our Terms of Service and Terms of Sale;
  • email you a record of our decisions detailing the reasons behind them.

We will examine your complaint as quickly as possible and send you a final response within 15 working days.

What happens if I’m not satisfied with the answer?

If you do not agree with our final response, in accordance with Articles L. 611 to L. 616 and R. 612 to R. 616 of the Consumer Code, you can use a mediation service free of charge for all purchases within the last twelve (12) months.

In order to facilitate the process of your complaint, it is recommended that you only contact one mediation service. The outcome of the mediation will occur, at the latest, within ninety (90) days from the notification of its referral by the mediator. In the absence of agreement between the parties, the dispute may be brought before the competent court of the plaintiff’s domicile.

We remind you that recourse to mediation is only possible on the condition that your complaint has not been examined beforehand by a judge or another mediator, and that it has already been the subject of an appeal with our team.

In accordance with Article 14 of Regulation (EU) No 524/2013, the European Commission allows you to resolve your disputes online on its Online Dispute Resolution website. Find all our contact details, they will be reported during the procedure.

Dispute mediation does not apply to disputes between professionals. In the absence of an amicable settlement, any dispute with a professional client will be brought before the Commercial Court of Rouen.

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