Returns, Exchanges, and Cancellations
Your satisfaction is our priority!
That's why when you place an order with MTHOR, you have 14 days to change your mind!
If more than 14 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for return, your item must be unused and in the same condition that you received it, with all its original accessories.
It must also be in its original packaging.
PS: A pair returned without the MTHOR seal will be considered non-compliant as the seal is an integral part of the pair.
We reserve the right to charge you 10% of the fee if a minor non-compliance is detected during our quality control and 20% for a moderate non-compliance.
The return may be refused if it is not compliant, you will be notified transparently by email with photo evidence.
Exceptions: Returns are not accepted for maintenance products and socks.
The return is at your expense, the shipping address is indicated on the return form, which you will receive by email once your request is validated.
Do not return your purchase to the manufacturer.
Cancel or Modify an Order & Return to Sender
Regarding an order not yet shipped, you have the option to modify or cancel your order, only if it is at the stage: "Sourcing in progress...". If it is at a higher stage, you can still cancel it, but we will retain 10% of your refund.
RETURN TO SENDER: In the event that your order is returned and you wish for a refund, 10% will be withheld. If you wish for a reshipment, €10 will be charged for France, €20 for Europe, and €30 for international orders.
Return Refused
If your return is refused, you will be notified by email within 3 days of our team receiving your return. We can then resend the product to the address provided during your order, at your expense.
Returns outside the EU & Other Countries
Accessories products cannot be returned for hygiene reasons. For orders in a country outside the European Union, please refer to Article 9.4 of our General Terms and Conditions of Sale.
Refund Policy
Return Timeframe
You have 14 days from the delivery of your order to return it.
Return for Refund
The receipt, quality check, and initiation of refund processing may take up to 7 days. Once your return is received and quality checked, we will send you an email to notify you that we have received the returned item. We will also notify you of the approval or rejection of your refund. If it is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.
Delayed or Missing Refunds
If you haven't received your refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at the following address: contact@mthorsolutions.com.
Return for Store Credit
The store credit corresponds to a customer credit generated through a promotional code valid for 1 year after its creation. The store credit generated by the Seller does not include the delivery fees paid by the Consumer as indicated on the order invoice.
Frais de retours
The shipping costs associated with returning your item are your responsibility and are non-refundable. If you receive a refund, the cost of return shipping will not be refunded.
We recommend that you insure your shipment. The choice of transportation method and associated risks are the responsibility of the Consumer. We decline any liability for loss or damage incurred during the return shipment.
Return for Exchange
If the desired exchange product is priced higher than the product indicated on the invoice of the initially ordered product by the Consumer, they will need to pay the difference via a payment link sent by the Seller. If the desired exchange product is priced equal to the product indicated on the invoice of the initially ordered product by the Consumer, no payment or refund will be required. If the desired exchange product is priced lower than the product indicated on the invoice of the initially ordered product by the Consumer, the Seller will refund the difference within 7 days of receiving the returned product.
Order Delivered but Not Received
All our shipments are handed over against signature, so you will never encounter this problem. You can have complete confidence in our delivery service.