Return and Refund Policy – Mtrade9

This policy governs the right of withdrawal, returns, refunds and exchanges for purchases made on mtrade9.com.

1) Withdrawal period (14 days)

In accordance with applicable consumer protection laws, the consumer Customer has the right to withdraw from the contract, without having to provide any reason, within 14 days:

• from the day on which the Customer or a third party designated by the Customer receives the product (in the case of purchase of a single item);
• from the day on which the Customer or a third party designated by the Customer receives the last product (in the case of an order for multiple items delivered separately).

Note: the reference point is 14 days from delivery, not from the date of purchase.

2) How to exercise the right of withdrawal

To exercise the right of withdrawal within the above-mentioned time limit, the Customer must:

• Send an explicit written communication to info@mtrade9.com indicating: order number, products to be returned, full name and contact details;
• Within 14 days from sending the withdrawal communication, ship the products to the return address that will be provided by our support team (do not send products directly to the manufacturer);
• Include proof of purchase inside the package (order confirmation email or receipt).

Unless otherwise expressly stated in writing by Mtrade9, return shipping costs are borne by the Customer.

3) Eligibility requirements for returns

For a return to be accepted, the product must:

• be intact, unused and in perfect condition;
• include all original packaging, accessories, manuals and any other items received;
• be properly packed for transport, to avoid damage during shipment.

Mtrade9 reserves the right to refuse returns that do not meet these conditions or to apply a partial refund (see section 6).

4) Products excluded from withdrawal

The right of withdrawal does not apply to certain categories of goods, including but not limited to:

• customized or made-to-order items;
• sealed goods that are not suitable for return for health protection or hygiene reasons, once opened after delivery;
• goods that are liable to deteriorate or expire rapidly;
• digital content supplied on a non-tangible medium once execution has begun with the consumer’s express consent;
• newspapers, periodicals and magazines, except for subscription contracts.

5) Legal warranty and exchanges for defective/damaged items

In the event of a defective, damaged or non-conforming product, the legal warranty of conformity applies (minimum 24 months for consumer Customers under applicable law).

The Customer must report the defect within a reasonable period from discovery by contacting info@mtrade9.com and providing photos/videos of the defect and the order number.

Depending on the case, Mtrade9 will proceed, at no cost to the Customer, with repair or replacement. Where this is not possible, a price reduction or refund may be offered.

This procedure is different from the standard withdrawal right: if the product is defective or damaged, return costs are borne by Mtrade9 when authorized.

6) Refunds (timing and partial refunds)

Once the returned product has been received and inspected, Mtrade9 will:

• send an email confirming receipt and the outcome of the inspection;
• if approved, issue a refund within 14 days from receipt of the returned goods, using the same payment method used for the original purchase.

Partial refunds may be applied, for example, if:

• the item is not in its original condition;
• original packaging or accessories are missing or damaged;
• the return is made outside the prescribed time limits.

7) Items on promotion or sale

Unless otherwise stated, discounted or promotional items are also subject to the 14-day withdrawal right. Specific promotional conditions may apply and will be indicated on the product page or at checkout.

8) Exchanges (not due to defect)

To request an exchange, contact info@mtrade9.com within 14 days of delivery.

Unless otherwise stated, shipping costs for returns and reshipment are borne by the Customer.

9) Delays or missing refunds

If a refund is delayed, please check with your bank or payment provider first. If the issue persists, contact info@mtrade9.com with subject: “Refund not received + Order number”.

10) Return address

The return address will be communicated by our support team after your request. Do not ship returns to unauthorized addresses.

11) Proof of purchase

A valid proof of purchase is required for all return and refund requests.

12) Contact details

📧 info@mtrade9.com
(Always include order number, full name and contact details)

Last update: 08/12/2025