Refund policy

1. General Return Policy

We offer a 45-day return policy, allowing you to request a return within 45 days of your order date. This timeframe ensures you have ample time to receive and inspect your order.

To be eligible for a return, items must be in their original condition—unworn, unused, with tags, and in their original packaging. A receipt or proof of purchase is required.

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect. In such cases, we provide a prepaid return shipping label and detailed return instructions.

To initiate a return, please contact us at info@mondonegro.com or through your customer page. Returns must be sent to:

Mondo Negro (A/C Odair Lisboa)
Rua de Arroios 160A
1000-059, Lisboa
Portugal

Items returned without prior approval will not be accepted.

2. Damages and Issues

Please inspect your order upon arrival. If you receive a defective, damaged, or incorrect item, contact us immediately with a description of the issue and, if possible, photos of the visible damage. We will assess the problem and provide a resolution promptly.

• If the damage occurred due to handling by the shipping carrier, we cannot accept responsibility. Customers must file a claim directly with the carrier. For more details, please review our Shipping Policy.

• If an item, such as a vinyl record, book, or cassette tape, has a factory defect (e.g., pressing issues, printing errors, or manufacturing faults), we will handle the issue directly. Please contact us, and we will provide guidance on resolving the matter, including potential replacements or refunds.

• Minor cosmetic damage (e.g., bent corners, slight seam splits, or shrink wrap tears) caused during transit does not qualify as a defect and is not eligible for a return.

3. Non-Returnable Items

The following items are not eligible for return:

• Sale items

• Gift cards

4. Exchanges

To exchange an item, return the original item following our return process. Once your return is accepted, you may place a separate order for the new item.

5. Pre-Orders & Refunds

General Pre-Order Policy

• Pre-orders are charged at checkout, not upon shipment.

• Pre-orders cannot be refunded unless we cancel the order due to distributor allocation issues or stock shortages.

• If a pre-order is delayed due to vinyl production issues, customers may contact us for updates, but delays do not automatically qualify for refunds.

Pre-Orders & Mixed Shipments

• If you order both in-stock and pre-order items together, the order will be shipped once the pre-order is available.

• If you wish to receive in-stock items separately, you must place separate orders.

6. Handling of Shipping Delays & Lost Shipments

• Shipping delays caused by external factors (e.g., customs, supply chain issues, distributor delays) do not qualify for a refund.

• If a package is lost in transit using Economy Shipping (no tracking or insurance), Mondo Negro is not responsible for the loss, and refunds will not be issued.

• If a tracked shipment is lost, customers should file a claim with the carrier first before requesting assistance from Mondo Negro.

7. European Union 14-Day Cooling-Off Period

For orders shipped within the EU, customers have the right to cancel or return an order within 14 days without providing a reason. Items must be in their original condition—unworn, unused, with tags, and in their original packaging—along with proof of purchase.

8. Revocation Right for Consumers

Consumers (individuals purchasing for personal use rather than business purposes) have the right to revoke their contract within 14 days without providing a reason.

The 14-day revocation period begins when:

• You (or a designated third party, excluding the carrier) receive the item(s) in a standard order.

• You (or a designated third party, excluding the carrier) receive the final item in an order containing multiple separately delivered items.

• You (or a designated third party, excluding the carrier) receive the last part of a delivery for an order shipped in multiple parts.

To exercise your revocation right, notify us via a clear written statement (e.g., email or letter) at:

Mondo Negro (A/C Odair Lisboa)
Rua de Arroios 160A
1000-059, Lisboa
Portugal
Email: info@mondonegro.com

To meet the revocation deadline, send the notification before the 14-day period expires.

9. Refund Process

If your return is approved, we will issue a refund to your original payment method within 10 business days. If more than 15 business days have passed since your refund approval and you have not received it, please contact us.

• Return shipping costs will be deducted from your refund unless the return is due to a defective, damaged, or incorrect item. In such cases, we cover the return shipping costs.

• If a return is not properly packaged and arrives damaged, a partial refund may be issued.

• Gift cards and digital products (if applicable) are non-refundable.

• Refund processing times may vary based on the payment provider.

10. Consequences of Revocation

If you revoke your contract, we will refund all payments received from you, including standard delivery costs (excluding extra charges for non-standard shipping methods). Refunds will be processed via the original payment method unless otherwise agreed. No fees will be charged for the refund.

We may withhold the refund until we receive the returned items or proof of return, whichever occurs first.

You must return the items within 14 days of notifying us of the revocation. The deadline is met if you send the items before the 14-day period expires.

Customers are responsible for return shipping costs unless the return is due to defects, damage, or incorrect shipment. Any reduction in value due to handling beyond what is necessary to assess the item's condition and functionality will be deducted from the refund.

For any questions regarding returns and refunds, please contact us at info@mondonegro.com.