Returns & Exchanges

Exchanges

Exchanges are free of charge. Requests concerning the model, size and/or colour are considered exchanges.

For any exchange or return, please contact our UK Customer Service team at customerservice.uk@mbt.com before sending your parcel. Our team will provide you with the pro forma document required for customs clearance. This document must be printed and attached to your shipment so that it can be processed correctly by customs and your exchange or refund can be handled without delays.

How to request an exchange

• Email us at customerservice.uk@mbt.com and include: order number, the name used for the purchase, and the size/model you need.
• Customer Service will provide you with a return authorisation number.
• We will organise collection and delivery of the agreed new pair.

Returns

MBT SPAIN, S.L. accepts the return and/or exchange of its products within a maximum of 14 days from receipt of your order, provided the product has not been used and retains its labels and original packaging.

For any exchange, return or other after-sales request, you must present a copy of the original purchase receipt, a card payment receipt, or the order confirmation for online purchases.

Please contact our UK Customer Service team at customerservice.uk@mbt.com before sending your parcel. Our team will provide you with the pro forma document required for customs clearance. This document must be printed and attached to your shipment so that it can be processed correctly by customs and your exchange or refund can be handled without delays.

To start the return process for orders purchased on the website, you must send the MBT product using a carrier of your choice at your own expense. MBT will not refund these shipping costs. Send the parcel to the following address:

Return address (warehouse)

AGSA
Carretera C-155, km 10.6
08185 Lliçà de Vall (Barcelona)
Spain

How to start the return

• Use the original delivery note supplied with the shoes.
• Affix the duly completed document to the outside of the parcel, always on the protective packaging provided by your carrier.
• If the returned parcel does not have the return slip visible on the outside of the box, we reserve the right to accept or refuse delivery.
• Use a carrier that provides a signed “Proof of Delivery” (POD) from MBT and keep it to resolve any disputes.

Refund timeframes

• Once the parcel has been received in our warehouse and the condition of the product and purchase date have been verified, we will process the refund.
• Credit within a maximum of 15–20 working days from receipt and validation in the warehouse.
• If you have not received the amount after this period, please contact us by email at customerservice.uk@mbt.com to speed up the process.
• Refund conditions:
  • The product has not been used.
  • The item is clean and in perfect condition.
  • It is returned in its original, unmodified packaging.

Returns for online orders are handled exclusively through Customer Service. They are not processed in MBT stores.

Manufacturing defects (warranty)

All our products include the original MBT® brand certificate. The warranty is valid for 2 years from the date of purchase. Improper use or care of MBT footwear voids the warranty.

If a product does not meet our quality standards due to a manufacturing defect, we will refund the amount or replace the shoes.

How to request an exchange or refund for a defect

• Email customerservice.uk@mbt.com attaching: purchase receipt or card payment proof / web order number, your name, and a photo of the defect.
• We will assess your case and MBT will determine whether the item is defective.
• If applicable, we will give you the authorisation number and arrange collection and delivery of the new pair or the refund.

Contact

For exchanges, returns or other after-sales enquiries: customerservice.uk@mbt.com