Refund Policy
Returns, Credits, Exchanges, and Cancellations
Your satisfaction is our priority! At MTHOR, you have 14 days from the receipt of your order to change your mind. After this period, we unfortunately cannot accept returns.
Return Conditions
To be eligible for a return, your item must:
- Be unused, new, and in the condition you received it.
- Include all original accessories, including tags and laces.
- Be in its original packaging.
- Keep the MTHOR seal intact: any pair returned without a seal will be considered non-compliant.
- Items must be clean, intact, and odor-free.
- The 15 € return fee is the responsibility of the customer.
Geographic eligibility
The 14-day right of withdrawal applies to deliveries within the European Union, the European Economic Area (Iceland, Norway, Liechtenstein) and the United Kingdom. For deliveries outside this area (in particular Switzerland), no return for change of mind is accepted; your rights in the event of a defective or non-conforming product remain guaranteed. A refund for a return under the right of withdrawal includes the standard outbound shipping costs; return shipping costs and import duties/VAT remain the customer's responsibility.
Return Procedure
- Complete the return form.
- Wait for validation from our customer service.
- After validation:
- Return approved: we will send you the return label by email.
- Return denied: if the return conditions are not met, our customer service will inform you of the reason for denial and refund the 10 € return fee.
Exceptions
- Accessories: returns are not accepted for care products, socks, or laces.
- Original sealed products: Labubu mystery boxes or ETB Pokémon cannot be returned once the packaging is opened.
Additional Fees
During the quality check of your returned item, if the received product does not match the photos approved in your request, we reserve the right to:
- Refuse the return,
- Return the item at your expense.
In such cases, additional fees may apply.
Cancel or modify an order
If your order has not yet been shipped, you have the option to change the delivery address or cancel your order, only if it is at the stage: Sourcing.
If so, you can submit the request yourself through your account.
Refund Policy
Return deadline
You have 14 days from the delivery of your order to return your order.
Return for Refund
The receipt, quality check, and processing of the refund may take up to 7 days.
You will be informed of each step via email.
Refund Method
The refund will be issued using the same payment method you used for the purchase.
Delayed or Missing Refunds
If you have not yet received your refund, first check your bank account and contact your card issuer or bank, as processing may take some time.
If the refund still does not appear, please contact our customer service via WhatsApp or email.
Return for Credit / Voucher
The voucher is a customer credit in the form of a promotional code, valid for 12 months from the date of issue.
It covers the full price of the order.
Return Shipping Costs
Return fees are fixed and amount to €15.
Returns must be made with proof of deposit or tracking, so that we can intervene in case of loss or theft of the package.
Return for exchange
In case of an exchange, return your product as you would for a standard refund, and then order the desired size.
You can either wait for the refund before placing a new order, or place the new order immediately to quickly receive the correct size.
Return to sender
In case of return to sender, a 10% fee will be automatically applied, whether you choose a refund or a reshipment.
Our own reseller network: Mthor Club
No extra charges
Available 24/7 on WhatsApp
Galeries Lafayette in Nice & CAP 3000, France