Returns Policy
Last updated: 12 June 2023
This Return Policy complements our Terms of Sale. It is important to note that this Return Policy does not apply to our “MondoPal Pro” brand.
The return process applies mostly during the exercise of your right of withdrawal.
Please refer to our Terms of Sale for more information regarding returns and exchanges at MondoPal.
You will find below the step-by-step procedure to follow for returns.
1. Prerequisites for returning an item
To be eligible for a return, your items must be unused and in perfect condition, not soiled or damaged. They must also be in their original packaging.
For any item that is not in its original condition, that is damaged or has missing parts for a reason not due to our error, only partial refunds would be granted.
2. Contact our team
For any returns, contact our team first. Please specify: your order number, the products returned, the reason for the return and your preference for a voucher, an exchange, or a refund. Without this message we would not accept a return. Returns are subject to prior written confirmation by our team.
3. Pack your items
Once the return confirmation has been communicated by our team, you must protect the items you wish to return as much as possible to avoid any damages during transportation. Use bubble wrap or polystyrene for example. We will not be able to refund an item you return that ends up broken or damaged during transportation because you have not, or poorly, protected it.
4. Ship your items
To return your items to us, you have 2 options:
- Our team can send you a return label so you can send your package for 7,99 € with our preferred carrier.
- Send your package at your own expense by the carrier of your choice.
4.1. Receiving a return label from the MondoPal team
Contact our team and we’ll email you a return label. You can then print this label and use it on your package. Please then drop off the package at the nearest Pickup point.
By using this return label, 7,99 € will be deducted from your balance.
4.2. Returning the parcel at your own expense
If you prefer to make the return at your own expense, please return the package to the following address:
MondoPal
25 rue Henri Spriet
Park & Village Artisan
14120 Mondeville
France
Please note that we do not collect items returned to any other place (Pickup point or Post Office for example) than the one indicated above.
By choosing the carrier yourself, the shipping costs are covered by you and are non-refundable.
We do not guarantee that we will receive the package. We advise choosing transportation with a tracking service. Without a tracking number, we will not accept any complaints.
5. Refund
Once your package has been received and the checks have been carried out by our team, we will send you, within 14 days, a confirmation e-mail detailing our decision regarding the return.
If approved, your refund will then be processed and your original payment method will be automatically credited.
If otherwise, and for whatever reason, the return is refused by MondoPal, your parcel will be sent back to you at our expense without you being able to demand any compensation whatsoever.
If you are expecting a refund and haven’t received it yet, check your bank account first. Then contact your card company or bank for more details, as there is often a processing time before a refund shows up on your account.
If you’ve completed all these steps and still haven’t received your refund, contact our team.
In the event that this Return Policy is translated, the French version will prevail in the event of inconsistency between the different translations and only the French version will prevail in the event of a disagreement.