RETURNS AND REFUNDS

 If you are not completely satisfied with your purchase, you can return the product as long as it is intact, unused, and complete with its original packaging and product tag. If you placed an online order, you can return it in full or in part within 14 days from the delivery date, and the invoice amount related to the returned product(s) will be refunded, excluding shipping costs.

Unfortunately, it is not possible to exchange the product you purchased online for another one. You must complete the return procedure and, at the same time, proceed with a new purchase on the online store. If a product was purchased online, exchanges cannot be made in our physical stores.

Please remember that returns can only be shipped from the country where the order was placed and that the product must be intact, with its original packaging and product tag, and must not have been used.

If you made an online purchase, the return process is as follows:

1. Access the Order/Return Form and fill it out by entering your order number and associated email address.
2. Go to your order history, select the order, and choose the item(s) to return.
3. Indicate the reason for the return for each item.
4. Obtain your RMA.
5. Carefully package the merchandise using its original packaging. If the original packaging is unusable, use an equivalent box in terms of size and strength. Products that are damaged, including those due to inadequate packaging or shipping carriers, will not be accepted as returns.
6. Print the return authorization number you receive after completing the form and attach it to the outside of the package along with the prepaid shipping label.
7. Contact the courier to arrange the pickup time and date, or drop off the package at the nearest collection point (you will find all the necessary information in the instructions inside the package).

Return shipping costs for methods not explicitly stated in this policy will not be refunded. It is not possible to exchange the returned item(s) for different products.

You will not have to bear any costs for returning your purchase: return shipping and delivery are entirely covered by
Mandarina Duck.

If the received product is defective, report it within 7 days of delivery. Return shipping is fully covered by us if the return is made within 14 days of product delivery and only if the above procedure is followed. Once the return reaches our warehouse, the product cost will be refunded, but the initial shipping costs will not. In case of loss or theft of the package, Mandarina Duck declines all responsibility and will not issue any refund for returns that are damaged or lost during transport.

Returns can only be shipped from the country where the order was placed.

Once we receive the returned item and verify that the return process was correctly followed, we will send you a confirmation email for the accepted return. Once approved, the refund will be issued through the same payment method used for the purchase. The refund currency depends on the credit card provider and is typically processed within two billing cycles.
For PayPal transactions, the refund usually occurs within a few days.