Returns & Exchanges

Returns policy

MACKENE allows customers to return their orders within 14 days of delivery for a refund or exchange. Any claims regarding the delivery of products must be made within 14 working days after receiving the order, and returned items must be in their original condition with all packaging, accessories, and tags included. Return shipments should be sent to the following address in Portugal:

MACKEENE LOGISTIC - Return
164 Rua do Bonsucesso, GOLDEN TENDENCY
Negreiros, 4775-205, Portugal

Please note that parcels returned after the prescribed timeframe will be refused and returned to the sender, and parcels returned with cash on delivery shipping will not be accepted. The sender is responsible for the costs and risks associated with returning the product(s).

To be accepted for return, products must be returned in their original packaging, undamaged, with labels attached, not worn, and with all accessories included. Customers are not required to provide justification or pay penalties, except for return costs and potential customs duties.

MACKEENE cannot be held responsible for lost, stolen, or damaged parcels, and parcels without the customer's identification (surname, first name, address, and return code) will be refused.

Upon receipt of the returned product(s), the customer service team will send a confirmation email to the customer.

Exchanges

If you want to exchange your item for a different size, color, or style, you can return the original item to us and make a separate purchase for the new piece on our website at mackeene.com.

Refunds

In the event that an order is returned in whole or in part, MACKEENE will refund only the price of the returned products. Delivery and shipping costs from our warehouse to your address are non-refundable under any circumstances.

To process the refund, please include the delivery invoice with the parcel tracking number inside the return package. The refund will be issued within 14 days of receipt of the returned items via bank transfer to the bank account linked to the credit card used for the purchase and bearing the Customer’s name. Customs duties and taxes, if applicable, are non-refundable.

Please note that MACKEENE reserves the right to deduct an amount from the refund if the returned products show signs of use or handling beyond what is necessary to establish their nature, characteristics, and proper functioning.

Promotional Offers

Buy 1 Get 2 Free

Orders placed under a “Buy 1 Get 2 Free” promotion include one item purchased at full price and two additional items provided free of charge as part of a conditional offer.

Free items included in this promotion have no monetary value and are not eligible for refund if returned individually.

If the item purchased at full price is returned, the conditions of the promotion are no longer met. In such cases, all items included in the promotion must be returned in order to qualify for a refund.

Returns that would invalidate the promotional conditions may result in the refusal of the refund or the recalculation of the order at the standard retail price of the items kept.

Failed Delivery / Refused Shipments

If an order has been processed, shipped, and delivery has been attempted by the carrier but the parcel is returned to us due to refusal, absence, failure to collect the parcel, incorrect address provided by the customer, or any other reason not attributable to MACKEENE, the order will be treated as a return.

Once the returned items are received and inspected, only the value of the returned products will be refunded.

Shipping costs and any carrier fees incurred for the shipment will not be refunded and may be deducted from the refund, even if the original order qualified for free shipping.