Refunds & Returns Policy

Last Updated: June 7, 2026

At MDMA Store Online, we stand behind the quality of our products. This policy outlines your rights and our procedures for returns, refunds, and order issues across all regions we serve.

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General Policy Overview

Our Commitment

• Quality Guarantee: Every product is verified before shipment
• Discreet Packaging: All orders shipped in plain, unmarked packaging
• Delivery Protection: We offer guarantees against shipping errors
• Customer First: Fair resolution of all legitimate issues

Universal Conditions

Due to the nature of our products, all sales are final with limited exceptions. We do not accept returns on:

• Opened or used products
• Products damaged by customer mishandling
• Orders seized by customs (where legally applicable)
• Products ordered in violation of local laws

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Regional Policies

🇪🇺 Europe (EU/EEA)

Coverage: All EU member states, plus Norway, Switzerland, and Iceland

Delivery Timeframes

Shipping Method	Estimated Delivery
Standard EU Shipping	5-12 business days
Express EU Shipping	3-7 business days
UK Shipping	7-14 business days

Consumer Rights Under EU Law

• 14-Day Cooling Off Period: EU customers have the right to cancel orders within 14 days of receipt for unopened products
• Right to Refund: Full refund within 14 days of cancellation
• Faulty Goods: 2-year warranty against defects under EU consumer law

Return Process for EU Customers

1. Contact [email protected] within 14 days of delivery
2. Provide order number and reason for return
3. Receive prepaid return label (for qualifying returns)
4. Ship unopened products in original packaging
5. Refund processed within 14 days of receipt

EU-Specific Exceptions

• Returns must be unopened and in original condition
• Return shipping costs borne by customer unless product is defective
• Customs fees are non-refundable
• Seized packages: We will reship once at no charge; subsequent seizures are customer responsibility

EU Contact

• Regional Support: [email protected]
• Languages: English, German, French, Spanish, Italian
• Hours: 9:00 AM – 6:00 PM CET, Monday-Friday

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🇺🇸🇨🇦🇲🇽 North America

Coverage: United States, Canada, Mexico

Delivery Timeframes

Region	Standard	Express
United States	3-7 days	1-3 days
Canada	5-10 days	2-5 days
Mexico	7-14 days	3-7 days

US Policy

• No Mandatory Cooling Off Period: US federal law does not require return rights for these product categories
• State Variations: Some states have additional consumer protections
• Damaged Goods: Full replacement or refund for damaged items

Canada Policy

• Provincial Variations: Quebec offers additional protections
• Customs: Canadian customers responsible for understanding provincial regulations
• Seized Shipments: One free reshipment; documentation required

Mexico Policy

• Customs Delays: Common; patience advised
• Address Accuracy: Critical due to Mexican postal system requirements
• Seized Packages: Customer assumes risk after one reshipment attempt

North America Return Process

1. Report issues within 48 hours of delivery
2. Submit photos for damaged/defective claims
3. Receive return authorization (if applicable)
4. Ship to designated facility (address provided upon approval)
5. Refund or replacement issued within 5-10 business days

North America Contact

• Email: [email protected]
• Phone: Available for urgent issues (account holders only)
• Hours: 24/7 support available

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🇦🇺 Australia

Coverage: All Australian states and territories

Delivery Timeframes

Method	Timeframe
Standard Shipping	10-21 business days
Express Shipping	5-10 business days

Australian Consumer Law Compliance

• Consumer Guarantees: Products must be of acceptable quality, fit for purpose, and match description
• Major Failures: Full refund or replacement for major product failures
• Minor Issues: Repair, replacement, or partial refund at seller’s discretion

Australian Border Force Considerations

• Import Restrictions: Customer responsible for knowing state/territory laws
• Seized Packages:
• First seizure: Free reshipment with modified packaging
• Second seizure: 50% credit toward new order
• Third seizure: Customer assumes full risk
• No Refunds for Seizures: Due to nature of products, we cannot refund seized items

Australia Return Process

1. Contact within 7 days of delivery for issues
2. Provide photographic evidence for all claims
3. Return authorization required before shipping
4. Use provided return address (do not return to sender address on package)
5. Refunds processed in AUD within 10 business days

Australia Contact

• Email: [email protected]
• Hours: 24/7 email support; live chat 2:00 PM – 10:00 PM AEST

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🇦🇪🇸🇦🇶🇦🇰🇼🇧🇭🇴🇲 Gulf Regions (GCC)

Coverage: UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman

Delivery Timeframes

Country	Standard	Express
UAE	5-10 days	2-4 days
Saudi Arabia	7-14 days	3-6 days
Qatar	5-10 days	2-4 days
Kuwait	7-14 days	3-6 days
Bahrain	5-10 days	2-4 days
Oman	7-14 days	3-6 days

Gulf Region Specific Policies

• Cultural Sensitivity: Extra-discreet packaging guaranteed
• Religious Considerations: Neutral labeling, no product imagery on exterior
• PO Boxes: Accepted in UAE, Qatar, Bahrain; physical address preferred for others

Customs and Import

• High Seizure Risk: These regions have strict import controls
• Policy: One free reshipment; after that, customer assumes risk
• No Refunds for Seizures: We cannot refund seized shipments to Gulf countries
• Alternative Delivery: Hotel addresses, business addresses, or Aramex shops recommended

Gulf Region Return Process

1. Report within 48 hours with photos
2. Defective products replaced, not refunded (due to shipping costs)
3. Store credit offered for most issues
4. Returns must be authorized in advance

Gulf Contact

• Email: [email protected]
• Languages: English, Arabic
• Hours: 10:00 AM – 8:00 PM GST, 7 days/week

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🌏 Asia

Coverage: Singapore, Malaysia, Thailand, Philippines, Indonesia, Japan, South Korea, Hong Kong, Taiwan, India, Vietnam, and other Asian nations

Delivery Timeframes

Region	Standard	Express
East Asia (Japan, Korea, HK, Taiwan, Singapore)	5-12 days	2-5 days
Southeast Asia	7-14 days	3-7 days
South Asia (India, etc.)	10-21 days	5-10 days

Asia-Specific Policies

• Varied Regulations: Each country has different laws; customer responsible for compliance
• High-Risk Countries: Indonesia, Philippines, Malaysia, Vietnam have high seizure rates
• Recommended: Express shipping with tracking for all Asian orders

Seizure Policy by Region

Risk Level	Countries	Policy
Low	Japan, South Korea, Singapore	One free reshipment
Medium	Hong Kong, Taiwan, Thailand	One free reshipment; 50% credit for second
High	Indonesia, Philippines, Malaysia, Vietnam, India	Customer assumes seizure risk; tracking required

Asia Return Process

1. Contact within 72 hours of delivery
2. Photo evidence required for all claims
3. Defective products: Replacement preferred over refund
4. Store credit issued for most return scenarios

Asia Contact

• Email: [email protected]
• Languages: English, Mandarin, Japanese, Korean, Thai (limited)
• Hours: 9:00 AM – 9:00 PM SGT

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🇳🇿 New Zealand

Coverage: North Island, South Island, and surrounding territories

Delivery Timeframes

Method	Timeframe
Standard Shipping	7-14 business days
Express Shipping	3-7 business days

New Zealand Consumer Law

• Fair Trading Act: Products must match description and be fit for purpose
• Consumer Guarantees Act: Automatic guarantees on all products
• Cooling Off Period: 7 days for unopened products (our policy exceeds minimum)

NZ-Specific Policies

• MedSafe Considerations: Customer responsible for import compliance
• Biosecurity: Packaging is clean and compliant with NZ biosecurity requirements
• Rural Delivery: Add 2-3 days for rural addresses

NZ Seizure Policy

• Low Risk: NZ Customs generally permits these products for personal use
• First Seizure: Free reshipment with adjusted declaration
• Subsequent Seizures: Customer may choose 50% credit or pay 50% for reshipment

NZ Return Process

1. Contact within 7 days for any issues
2. Returns accepted for unopened products within 14 days
3. Defective products: Full refund or replacement
4. Refunds processed in NZD within 5-7 business days

NZ Contact

• Email: [email protected]
• Hours: 24/7 email; live chat 8:00 AM – 10:00 PM NZST

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Universal Return Conditions

Eligible for Return/Refund:

✅ Products damaged during shipping (with photo proof)
✅ Incorrect items shipped
✅ Defective or contaminated products
✅ Orders cancelled before shipment
✅ Unopened products (EU only, within 14 days)

Not Eligible for Return/Refund:

❌ Opened or used products
❌ Products damaged by customer
❌ Orders seized by customs (after free reshipment allowance)
❌ Products ordered in violation of local laws
❌ Change of mind (outside EU)
❌ Lost packages without tracking confirmation
❌ Delayed packages due to carrier issues

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Refund Process Details

Step-by-Step Resolution

Step 1: Contact Us

• Email support with order number
• Describe issue clearly
• Attach photos for damage/defect claims
• Include preferred resolution (refund/replacement/credit)

Step 2: Review

• Our team reviews within 24 hours
• Additional information requested if needed
• Resolution offered based on policy

Step 3: Resolution

• Refunds: Processed to original payment method
• Replacements: Shipped after return received (if applicable) or immediately for verified issues
• Store Credit: Applied to account immediately

Step 4: Completion

• Refunds appear in 5-10 business days (depending on bank)
• Tracking provided for replacements
• Confirmation email sent

Refund Methods by Region

Region	Refund Method	Processing Time
Europe	Original payment or bank transfer	5-10 days
North America	Original payment method	5-7 days
Australia	Original payment or AUD bank transfer	5-10 days
Gulf	Store credit preferred; crypto refund available	Immediate (credit)
Asia	Store credit or crypto refund	Immediate (credit) / 1-3 days (crypto)
New Zealand	Original payment or NZD bank transfer	5-7 days

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Special Circumstances

Lost Packages

• Declared lost after 30 days (domestic) or 45 days (international)
• Full refund or replacement at customer choice
• Requires tracking to show no delivery scan

Wrong Address

• Customer responsible for address accuracy
• Reshipment requires payment of shipping costs
• No refund for customer address errors

Refused Packages

• Returned to sender packages: Store credit minus shipping costs
• Multiple refusals may result in account termination

Extreme Weather/Events

• Delays due to natural disasters, pandemics, or civil unrest do not qualify for refund
• We will hold packages until safe delivery is possible

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Contact Information by Region

Region	Email	Response Time
Europe	[email protected]	Within 24 hours
North America	[email protected]	Within 12 hours
Australia	[email protected]	Within 24 hours
Gulf Regions	[email protected]	Within 24 hours
Asia	[email protected]	Within 24 hours
New Zealand	[email protected]	Within 12 hours
General	[email protected]	Within 24 hours

Live Chat: Available 24/7 for urgent inquiries

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Policy Updates

We reserve the right to modify this policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our services constitutes acceptance of revised terms.

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Questions? Our regional support teams are standing by to assist with any refund or return inquiries specific to your location.