Refund policy
Refund and Return Policy
At Mhouto, we create each piece exclusively for you. Our products are made-to-order using premium materials and careful craftsmanship.
Damaged or Defective Products
We stand behind the quality of every item. If your product arrives damaged or has a manufacturing defect, we will provide a free replacement or full refund.
Requirements:
Report the issue within 30 days of delivery
Contact us at info@mhouto.com with your order number
Provide clear photos showing the damage or defect
No need to return the damaged item
Please note: Minor variations in print placement up to 0.5 inches (1.3 cm) are normal for custom-printed products and are not considered defects.
Wrong Size or Color Ordered
Because each product is custom-made for you, we cannot accept returns or exchanges for sizing or color errors. Please carefully review your selections, including our detailed size charts, before completing your purchase.
Change of Mind (EU Right of Withdrawal)
European Union customers have the right to return unworn, unused products within 14 days of delivery for a full refund, in accordance with EU Consumer Rights Directive 2011/83/EU.
Return process:
Contact us at info@mhouto.com within 14 days of delivery
Return the item in original, unused condition to: [YOUR GERMANY RETURN ADDRESS]
Customer is responsible for return shipping costs
Refund will be processed within 14 days of receiving the returned item
Non-returnable items: Personalized or custom-designed products cannot be returned unless damaged or defective.
Lost or Undelivered Packages
If your order has not arrived within the expected delivery timeframe:
Contact us within 30 days of the expected delivery date
We will investigate with our shipping partners
Resolution may take 21-45 days depending on carrier investigation
Once loss is confirmed, we will offer a replacement or full refund
Important: Our fulfillment partners do not..."does not provide address validation services. It is the customer's responsibility to provide an accurate shipping address. We cannot be held responsible for packages delivered to incorrect addresses provided by the customer.
DIGITAL PRODUCTS
All sales of digital products (including templates, downloads, and digital files) are final and non-refundable once the download link has been accessed or the files have been downloaded.
Digital products cannot be returned or exchanged as they are delivered instantly and cannot be "returned" once accessed.
Please review product details, descriptions, and previews carefully before purchasing digital products.
Refund Timeframe
Approved refunds are processed within 5-10 business days and will be returned to your original payment method. Please allow additional time for your bank or payment provider to process the refund.
Contact Us
For any refund or return inquiries, please contact us at info@mhouto.com. Response time: Within 24-48 hours.