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Refunds & Returns

Returns & Refunds Policy – Mayoral Austria

(Compliant with Austrian KSchG & EU Distance Selling Directive)

At Mayoral Austria, we aim to provide our customers with complete satisfaction. However, if for any reason you are not entirely satisfied with your purchase, you have the right to return items under the conditions outlined below.

⚖️ Your Legal Right to Withdraw (Widerrufsrecht)

In accordance with the Austrian Consumer Protection Act (Konsumentenschutzgesetz - KSchG) and Directive 2011/83/EU on consumer rights, you have the right to withdraw from the purchase contract within 14 calendar days from the date you received the goods, without giving any reason.

Conditions for a Valid Return

To be eligible for a refund, the returned items must meet all of the following criteria:

  • The return request must be submitted within 14 days of receiving the goods.

  • The items must be unused, unworn, unwashed, and in resalable condition.

  • All original tags, labels, packaging (including shoeboxes, polybags, etc.) must be intact.

  • The items must not show any signs of damage, alteration, or misuse.

  • The return must be accompanied by a copy of the invoice or order confirmation.

Mayoral Austria reserves the right to refuse refunds or apply a partial refund if returned goods do not meet these conditions.

Return Procedure

  1. Submit your return request via email to: support@mayoral.at
    Please include your order number and reason for return.

  2. We will respond with return instructions and address details.

  3. Return the goods within 7 business days after approval.

All return shipments must be securely packaged. Mayoral Austria is not responsible for lost or damaged return parcels due to improper packaging or carrier issues.

Who Covers the Return Shipping?

  • If the return is due to a defective, damaged, or incorrect item, Mayoral Austria will bear the return shipping cost.

  • If the return is due to change of mind, wrong size selection, or personal preference, the customer is responsible for the return shipping costs.

We recommend using a tracked shipping service for all returns.

Refund Timeline and Method

  • Once we receive and inspect the returned item(s), we will process your refund within 14 days.

  • Refunds will be issued to the original payment method only.

  • Shipping costs (original or return) are non-refundable unless the return is due to our error or a faulty item.

Exchanges

At this time, direct exchanges are not supported. If you wish to receive a different size or item, please return the original product for a refund and place a new order.

Non-Returnable Items

The following items are excluded from return under applicable Austrian and EU law, except in cases of defects:

  • Underwear, swimwear, and socks (for hygiene reasons)

  • Gift cards and vouchers

  • Items marked as final sale or non-returnable on the product page

Commercial Safeguards

Mayoral Austria reserves the right to monitor excessive return behavior and may limit returns in cases of suspected abuse (e.g., repeated returns of worn/used goods, fraudulent activity, etc.) in accordance with § 6 KSchG.

Questions or Concerns?

Our support team is happy to assist you:

We thank you for shopping with Mayoral Austria. Your satisfaction matters, and we are here to support you every step of the way — within a fair and transparent framework.