Multibrand London Return and Refund Policy

Last Updated: October 9, 2025

At Multibrand London, your satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, we will do our best to resolve the situation. This Return and Refund Policy describes the procedures and conditions for exchanges, returns, and refunds of products purchased from our online store.

1. Right of Withdrawal (Return due to Withdrawal)

In accordance with consumer protection laws applicable in the United Kingdom and the European Union, you have the right to withdraw from the purchase of a product or service acquired online within 14 (fourteen) calendar days, counting from the date of receipt of the product. For exercising the right of withdrawal, the following conditions must be observed:

•Deadline: The return request must be communicated to Multibrand London within 14 (fourteen) calendar days after receiving the product.

•Product Condition: The product must be returned in its original packaging, unused, with all original tags and labels attached, and without any signs of wear or damage. All accessories, manuals, and proof of purchase (invoice/receipt) must be included.

•Communication: The request must be made through our customer service channels (email or contact form on the website), informing the order number and the reason for withdrawal.

1.1. Procedure for Return due to Withdrawal

After your request, Multibrand London will:

1.Analyze the Request: We will verify if the request is within the deadline and the established conditions.

2.Return Authorization: If approved, we will provide instructions on how to return the product. Depending on the reason for return and our policy, a return shipping label may be provided. You must properly pack the product to avoid damage during transport.

3.Product Inspection: Upon receiving the product, it will be subjected to an inspection to verify if it complies with the return conditions (unused, original packaging, etc.).

4.Refund: If the product is in perfect condition, the refund will be processed. The amount paid will be refunded according to the original payment method:

•Credit/Debit Card: The refund will be processed to the original card used for the purchase within 5-10 business days, depending on your bank's processing times.

•Other Payment Methods: Refunds will be processed via the original payment method used, or an alternative method agreed upon, within 10-15 business days after the return approval.

2. Exchange for Product Defect or Flaw

If the product presents any manufacturing defect or flaw, you may request an exchange or return within 30 (thirty) calendar days from the date of receipt of the product, in accordance with applicable consumer laws.

•Deadline: The request must be communicated to Multibrand London within the legal deadline, counting from the date of receipt of the product.

•Communication: Contact us immediately, informing the order number, the defect presented, and, if possible, attaching photos or videos that prove the flaw.

2.1. Procedure for Exchange due to Defect

1.Preliminary Analysis: Our team will perform a preliminary analysis of the information and, if necessary, request the product to be sent for technical analysis.

2.Product Shipment: If shipment is requested, we will provide a prepaid return shipping label. The product must be returned in its original packaging, with all accessories, manuals, and proof of purchase.

3.Technical Analysis: The product will be analyzed by our technical team or by the manufacturer to confirm the defect.

4.Resolution:

•Defect Confirmed: If the defect is confirmed, you may opt for:

•Exchange for the same product (if available in stock).

•Store credit for the product value for a new purchase.

•Full refund of the amount paid (as per item 1.1).

•Defect Not Confirmed: If no defect is found or if the product shows signs of misuse, Multibrand London reserves the right to resend the product to the customer in the same conditions, without the right to exchange or refund, and re-shipping costs may be charged to the customer.

3. Exchange for Size/Color (Non-Defective)

For products that allow size or color exchange (e.g., apparel, footwear), Multibrand London offers the possibility of exchange within 30 (thirty) calendar days from receipt, provided the product has not been used and is in perfect condition, with all tags and original packaging. The shipping costs for exchange (sending the original product and re-sending the new product) are the responsibility of the customer, unless otherwise stated in specific promotions.

4. Products Not Subject to Return or Exchange

Due to hygiene, safety, or product nature, some items may not be eligible for return or exchange, except in case of proven manufacturing defect. This includes, but is not limited to:

•Personal hygiene products (e.g., cosmetics, perfumes, makeup) with violated seals.

•Underwear and swimwear (if the hygienic protection seal is removed).

•Perishable products.

•Software and digital products after download or activation.

•Customized or personalized items.

Detailed information on the eligibility of each product will be available on the product page on our website.

5. Refund Processing

The refund processing period begins counting from the date of receipt of the returned product at our distribution center and the approval of the inspection of its conditions. We will do our best to process the refund as quickly as possible, within the informed deadlines.

6. Contact Us

For any return, exchange, or refund request, or to clarify doubts about this policy, please contact our Customer Service Center:

•Email: [email@multibrandlondon.com]

•Contact Form: [www.multibrandlondon.com/contact]

•Phone: [Multibrand London Phone Number (if any)]

By making a purchase at Multibrand London, you agree to the terms of this Return and Refund Policy. We appreciate your understanding and preference!