Refund policy
ENGLISH
1) Orders (scope and principles)
This policy explains what to expect at each stage of your purchase: preparation, shipping, delivery, returns and refunds. If anything is unclear, please contact us before placing your order.
Unsure before buying? Ask us about availability, timelines or special delivery needs first.
Example: if you need a specific delivery window, tell us before checkout so we can check options with the carrier.
2) Shipping & Collection (responsibilities)
Customer’s responsibility: provide a complete address (building, staircase, floor/door, access codes), be available for delivery and, where applicable, collect the parcel at the carrier’s office within the given timeframe.
If a parcel returns due to wrong address, repeated absence or failure to collect, we will refund the purchase minus delivery and return costs as well as payment gateway/banking fees, as these are not attributable to MTX or the carrier.
Example: the unit number was missing, delivery fails and the parcel returns to origin.
Delivery and return costs: €6.25 + €6.25 = €12.50.
Payment gateway/banking fees: €3.00.
Total deduction: €15.50. Refund = amount paid − €15.50.
FAQ:
• Free reship? → Not if the error is not ours.
• Carrier’s fault? → If proven, we will replace or fully refund.
• Address change after checkout? → Contact us immediately; if not shipped, we’ll try to update.
3) Returns (withdrawal & exceptions)
EU withdrawal: 14 calendar days from delivery, no reason required. For nutritional products we only accept returns if the item is unopened, sealed and in its original packaging.
- Return shipping is paid by the customer (except MTX error or manufacturing defect).
- No returns of opened/manipulated/consumed products (health & hygiene), unless defective.
- To exercise withdrawal, provide order number and items; we’ll send return instructions.
Example: flavour preference does not qualify once opened. For damage on arrival, see Special cases.
FAQ:
• Try & return? → Not allowed for opened nutrition items.
• Who pays return shipping? → Customer, unless MTX error/defect.
• Packaging? → Same protection and intact seal.
4) Refunds (timelines, method, deductions)
- Method: same payment method used at checkout.
- Timeline: 7–14 business days after warehouse validation.
- Returned due to absence/wrong address/not collected: refund minus delivery and return costs and payment gateway/banking fees (see examples in Shipping & Collection).
- Coupon fraud: see deduction in Coupon usage.
- Original shipping fees are not refunded unless MTX error.
Example: if delivery+return = €12.50 and banking fees = €3.00, the total deduction is €15.50.
FAQ:
• Reship with same payment? → No; place a new order.
• Bank posting times? → Depend on your bank; we issue within our stated window.
5) Coupon usage & fraud prevention
The welcome coupon is for new customers, one-time use per customer and per shipping/billing address. It is personal and non-transferable. Creating multiple accounts (matching IP, address, holder, phone, payment) or using third-party tools to self‑generate codes is misuse.
Consequences of misuse: order cancellation, refund with a fixed deduction of €19.95 (€4.95 banking fees + €15.00 admin), and account suspension ≥ 30 days; repeated misuse: permanent suspension.
Regularisation option: keep the order by paying the difference up to the real price (secure payment link).
FAQ:
• Used it on another account at the same address? → Not allowed.
• Transfer my coupon? → No; personal use only.
• Blocked by system; can I pay the difference? → Yes; request regularisation.
6) Special cases (damage, wrong item, refused)
Wrong item or manufacturing defect (MTX): we will arrange collection and replacement or full refund. Notify within 7 days.
Transport damage: inspect on delivery and report with photos within 24–48h (box, label, seal and product). We handle the claim with the carrier and replace/refund.
Refused at door: if no MTX fault, treated as “not collected”; refund minus delivery and return costs and banking/payment-gateway fees.
7) Verification & Audit
To protect promotions and operational security we may verify IP, payment data, phone, name/legal entity and addresses. In doubtful cases we may request additional documents before processing orders, returns or refunds.
8) Contact for issues
Please include order number, clear description and (if applicable) photos of the issue.
- Email: store@mtxstore.com
- WhatsApp (if enabled on site): chat button on the page
9) Acceptance of terms
By completing a purchase at MTX Store you confirm you have read and accepted these terms. If you believe your case may conflict with this policy, please contact us before placing the order.