Refund policy
Returns and refunds
We want to offer you a reliable service and quality products. This page explains your rights and the steps to follow for a return or refund.
Right to cancel - 14 days
Under the applicable right of cancellation in the European Union, you have 14 days from receipt of your order to return an item without giving a reason.
For a full refund, the item must be returned in its original packaging, complete and unused, with no signs of wear. If handling beyond what is necessary to establish the nature of the item results in a loss of value, a deduction may be applied to the refund.
You are responsible for return costs, unless the item arrived damaged in transit or is faulty (see the following section). No restocking fee is charged.
Return costs and return label
You may return the parcel using a carrier of your choice, at your own cost, or request a prepaid return label from us at contact@mortengo.com, stating your name and order number. The label cost is your responsibility and will be deducted from your refund:
- 5 € for a return from Belgium;
- 10 € for a return from France, Germany, the Netherlands, Italy or Luxembourg.
If the item arrived damaged, faulty or not as described, Mortengo.com will cover the full return cost.
Faulty, damaged or incorrectly described item
If your item arrived damaged, faulty or does not match its description, contact us at contact@mortengo.com, with photos of the item and its packaging if possible. In this case, all return costs will be covered by Mortengo.com, in accordance with the legal guarantee of conformity.
How to make a return
1. Contact us at contact@mortengo.com with your order number. We will provide you with the return address and instructions to follow.
2. Carefully pack the item, in its original packaging if possible, and include a copy of your invoice or delivery note. If you no longer have these, you can find them in your customer account or ask us for them at contact@mortengo.com.
3. Send the parcel to the address provided to you. For large items, such as garden sheds or carports, specific and suitable transport instructions will be provided.
4. Once we have received and checked the item, we will process your refund.
Refund processing time
The refund will be made to your original payment method within 3 to 5 business days after receipt and inspection of the return. In exceptional circumstances, such as the end-of-year holidays, this period may extend to 14 days.
Order cancellation
If you wish to cancel an order before it is dispatched, contact us as soon as possible at contact@mortengo.com. We will do our best to cancel it before it is processed. Once the order has been dispatched, only the return process described above applies.
Exchange
We do not offer direct exchanges. If you would like a different item, return your original order using the process above, then place a new order.
If you have any questions, our customer service team is here to help: https://www.mortengo.com/pages/contact