Refund policy

Exchange and Returns Policy and Legal Right of Withdrawal

Whenever you shop at www.mtngshoes.com, you have a statutory right of withdrawal that allows you to withdraw from the purchase contract, without stating a reason, within 14 calendar days from the day on which you received the product, as explained below.

Regardless of the right of withdrawal described above, MTNG's returns policy allows you to return products if you are not satisfied with your purchase up to thirty (30) days from the date on which you received the product.

We explain it below.
General conditions for exchanges and returns

To request an exchange or return, the following requirements must be met:

o    The request must be made within thirty (30) calendar days from the date on which the product was received at the buyer's address.
o    For hygiene reasons, the product must not have been used and must be returned in the same condition in which it was received.
o    You must attach to the outside of your parcel the label that will be available once the request has been created in the My exchanges and returns section.

Exchange policy

Your first exchange is free of charge and is valid only in mainland Spain. For orders placed from the Balearic Islands, the Canary Islands, Portugal and France, the exchange service is not available. In these cases, you will need to arrange a return and place a new order.

Exchanges may be made for the same model in any available size. 

If the item is out of stock or you wish to exchange it for a different model, contact us using this form and we will contact you to process the request. 
Exchanges for other models may be made provided that their original price (not the discounted price) is the same or lower. Exchanges are subject to stock availability. 

How can I request an exchange?

1. Go to www.mtngshoes.com and locate your order in the Check order or return section.
2. Enter the order number and the email address used to place the order or return. You can also log in to your account to locate it.
3. The system will find your order and the option "Exchange order" will appear at the bottom.
4. Please remember that the order must have the status "delivered" before an exchange can be requested.
5. Select the items you wish to exchange, choose a reason and write a brief comment explaining the reason for the exchange.
6. Click the “Request exchange” button. The message "Exchange requested!" will appear, and you will see the details and status of your exchange request. 
7. A few minutes later, you will receive an email with instructions on how to complete the exchange. Remember to check your junk or spam folder.  
8. We will send a courier to deliver your new item and collect the one you no longer want. Please make sure the parcel is securely packed and ready for collection.

 

How do I request a return?

1. Go to www.mtngshoes.com and locate your order in the Check order or return section.
2. Enter the order number and the email address used to place the order or return. You can also log in to your account to locate it.
3. The system will find your order and the option "Return order" will appear at the bottom.
4. Please remember that the order must have the status "delivered" before a return can be requested.
5. Select the items you wish to return, choose a reason and write a brief comment explaining the reason for the return. 
6. Click the “Request return” button. The message "Return requested!" will appear, and you will see the details and status of your return. 
7. A few minutes later, you will receive an email with instructions on how to complete the return. Remember to check your junk or spam folder. 
8. In that same email, click “click here” to arrange the collection. You will be redirected to the carrier's website, where you can choose whether to drop the parcel off at one of the carrier's collection points or have it collected from your address. 
9. As soon as we receive the parcel at our facilities, we will process the corresponding refund. 

*The carrier's label is separate from the label on our original shipment.
Please remember: if you are returning several items, they may be packed together in a single parcel, provided that all return labels we send you are attached to the outside of the parcel.

How do I request a return from the Canary Islands?

Contact our customer service team using this form and we will contact you to arrange the return. 

How do I request a return from Madeira or the Azores?

1. Go to www.mtngshoes.com and locate your order in the Check order or return section.
2. Enter the order number and the email address used to place the order or return. You can also log in to your account to locate it.
3. The system will find your order and the option "Return order" will appear at the bottom.
4. Please remember that the order must have the status "delivered" before a return can be requested.
5. Select the items you wish to return, choose a reason and write a brief comment explaining the reason for the return. 
6. Click the “Request return” button. The message "Return requested!" will appear, and you will see the details and status of your return.    
7. Take the parcel to a carrier of your choice and send it to the address shown on the label. 
8. As soon as we receive the parcel at our facilities, we will process the corresponding refund. 

What are the return shipping costs?

The table below shows the shipping costs for returning your order. This amount will be deducted from the amount to be refunded:

Origin	Shipping cost	Shipping method
Spain (mainland)	€4. This amount will be deducted from the final refund.	SEUR
Balearic Islands	€4. This amount will be deducted from the final refund.	SEUR
Canary Islands*	€9. This amount will be deducted from the final refund.	UPS
Portugal	€4. This amount will be deducted from the final refund.	SEUR
Madeira and the Azores	Paid by the customer	Selected by the customer
France	€10	Colissimo
Italy	€10	La Poste Italiane
Germany	€10	DHL

*Any applicable customs charges must be added to the return costs.

 

How and when will I receive my refund?

Once your order has been received, the returned items will be checked and the refund will be processed. You will receive the amount through the same payment method used for your purchase within an estimated period of 7–15 days, depending on your bank.

Where applicable, the transport costs detailed above will be deducted from the amount refunded for the item.

Has something arrived incorrectly?

If you have received a different item from the one ordered or the item is defective, contact us using this form and provide your order number. We will take care of everything.

Right of withdrawal

Whenever you shop at www.mtngshoes.com, you have a statutory right of withdrawal.

Information on exercising the right of withdrawal

You have the right to withdraw from this purchase contract without giving any reason within 14 calendar days. The period for exercising the right of withdrawal will therefore expire 14 calendar days after the day on which you or a third party indicated by you, other than the carrier, acquires physical possession of the purchased products.

If several products ordered together are delivered separately, the period will begin on the day on which you or a third party indicated by you, other than the carrier, acquires physical possession of the last item.

The products must be returned or handed over no later than 14 days from the date on which you inform us of your decision to withdraw from the contract. The deadline will be deemed to have been met if you send back the products before the 14-day period has expired.

You may exercise your right either by following the steps set out in our returns policy or by notifying us at Calle Severo Ochoa 36, Parque Empresarial de Torrellano, 03203 Elche (Alicante), or through our contact form. You may use the model withdrawal form shown below, although its use is not mandatory. You may also complete and submit the withdrawal form or any other unequivocal statement online through the contact form on our website. If you submit your withdrawal notice online, we will send you an acknowledgement of receipt without undue delay, for example by email. To meet the withdrawal deadline, it is sufficient for you to send the communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Withdrawal form

If you wish to withdraw from the purchase contract, you must communicate your decision to us unequivocally. You may do so by completing and sending us the following form:

I hereby give notice that I withdraw from our sales contract with order number              for the product              received at the address                                                                                  in the name of the consumer Mr/Ms                                         on the date                .
Signature and date of withdrawal.

You may send your communication to MTNG EUROPE EXPERIENCE, SLU., Calle Severo Ochoa 36, 03203 Elche, for the attention of Online Customer Service, or through this contact form. 

Refund

If you withdraw from the contract, we will reimburse all payments received from you, less the return shipping costs as detailed in our returns policy and, where applicable, any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us, without undue delay and in any event no later than 14 days from the date on which we are informed of your decision to withdraw from this contract.

The consumer will only be liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. 

The refund will be made using the same means of payment used for the initial transaction, unless expressly agreed otherwise.

We may withhold the refund until we have received the products and verified that they have been returned in the same condition in which they were sent, without inappropriate use and in their original packaging.

Applicable law

These Terms and Conditions are governed by Spanish law. Likewise, any dispute or controversy that may arise in connection with this website will be subject to Spanish law and the jurisdiction of the Spanish courts.

Please note that we are not affiliated with any accredited consumer dispute resolution body. Any disputes will therefore be resolved in accordance with the general rules of Spanish law.