Refund Policy
Returns, Exchanges, and Cancellations
Your satisfaction is our priority!
At MTHOR, you have 14 days to change your mind from the date of receiving your order. After this period, we will unfortunately not be able to offer a refund or exchange.
Return Conditions
To be eligible for a return, your item must:
- Be unused and in the same condition as you received it.
- Include all original accessories.
- Be in its original packaging.
A pair returned without the MTHOR seal will be considered non-compliant, as the seal is an integral part of the pair.
Return Procedure for Shoes and Clothing
- Return shipping costs are your responsibility.
- Once the return form is completed, you can proceed with the return.
- If you return your order without completing the form, a 10% fee will be deducted from the item price (excluding shipping costs). This fee covers the additional time required to process your return.
Return Address
MTHOR Solutions
535 route des Lucioles – Les Acqueducs B3
Sophia Antipolis 06560
+33 7 82 79 42 82
contact@mthorsolutions.com
Important:
- It is mandatory to use a tracking number when returning your order.
- We will not be responsible if your package cannot be located without a tracking number.
Exceptions
Return Policy for Accessories:
Returns are not accepted for accessories (care products, socks, laces, etc.).
Canceling or Modifying an Order
If your order has not yet been shipped, you can modify or cancel it,
but only if it is still at the stage: "Sourcing in progress..."
If your order has progressed to a later stage, you can still cancel it, but we will retain 10% from your refund.
Return Rejected
If your return is rejected, you will be notified via email within 3 days of our team receiving your return.
We can then resend the product to the address provided in your order, at your expense.
Returns Outside the EU & Other Cases
For hygiene reasons, products in the Accessories category cannot be returned.
For orders placed from a country outside the European Union, please refer to Article 9.4 of our General Terms and Conditions of Sale.
Refund Policy
F.A.Q
Return deadline
14 days from the delivery date.
Return for Refund
The process of receiving, quality-checking, and initiating the refund may take up to 7 days.
Once we have received and inspected your return, we will send you an email confirmation.
We will also inform you whether your refund has been approved or denied.
If your refund is approved, it will be processed, and the amount will be automatically credited to your credit card or original payment method within a few days.
Delayed or Missing Refunds
If you have not received your refund yet, first check your bank account again.
Then, contact your credit card company, as it may take some time for the refund to be officially posted.
Next, contact your bank, as processing times for refunds can vary.
If you have completed all these steps and still have not received your refund, please contact us at: contact@mthorshop.com
Return for Store Credit
A store credit corresponds to a customer balance generated via a promotional code, which is valid for 1 year from the date of creation.
The store credit issued by the seller does not include the shipping fees paid by the customer, as stated on the order invoice.
Return Shipping Costs
The shipping costs related to the return of your item are at your expense. They are non-refundable. If you receive a refund, the shipping cost will not be refunded. We recommend that you insure your shipment. The choice of transport method and the associated risks are the Consumer's responsibility. We disclaim any liability for loss or damage to return packages.
Return for exchange
If the desired exchange product is priced higher than the price of the product listed on the invoice of the product originally ordered by the Consumer, the difference must be paid through a payment link sent by the Seller. If the desired exchange product is priced the same as the product listed on the invoice of the product originally ordered by the Consumer, no payment or refund will be required. If the desired exchange product is priced lower than the price of the product listed on the invoice of the product originally ordered by the Consumer, the Seller will refund the difference within 7 days from receiving the returned product.
Order delivered but not received
All our shipments are delivered against a signature, so you will never face this issue. You can have full confidence in our delivery service.
Return to sender
If your order is returned to us, we will notify you by email. The following fees will be deducted from the item price (excluding shipping costs) depending on the delivery destination:
- Mainland France and Monaco: 10% of the item price.
- Europe: 15% of the item price.
- International: A fixed fee of €50.
Two options will then be offered:
- Refund: The fees mentioned above will not be refunded.
- Reshipment: You will need to repay the shipping costs as well as the fees mentioned above.
Our own reseller network: Mthor Club
No extra charges
Available 24/7 on WhatsApp
Galeries Lafayette in Nice & CAP 3000, France