Refund policy

REFUND AND RETURNS POLICY

Last updated: September 2026

At MGBS – Myrna Gordon Business Services, S.à r.l.-S, we want you to be delighted with your order. This policy explains your right to return items and receive a refund under Luxembourg and European Union consumer law.

YOUR RIGHT TO WITHDRAW (EU DISTANCE SELLING)

Under EU Directive 2011/83/EU and the Luxembourg Code de la consommation, if you are a consumer purchasing from within the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.

This right applies to most products. However, the following are excluded from the right of withdrawal under EU law:

- Personalised or custom-made items, including books signed with a personal dedication for a specific named recipient
- Digital content delivered electronically once download has begun
- Items that have been used, damaged, or removed from their original protective packaging where such removal makes them unfit for resale

RETURN CONDITIONS

To be eligible for a return, items must be:

- In the same condition you received them
- Unused, unmarked, and undamaged
- In original packaging (including any protective wrap, tube, or box)
- Accompanied by proof of purchase (order number or receipt)

Books and photobooks must be free of pen marks, folds, or damage. Fine art prints must be returned in the original rigid tube or flat packaging.

HOW TO INITIATE A RETURN

Contact us within 14 days of receiving your order at info@mgbs.lu with:

- Your order number
- The item(s) you wish to return
- The reason for return (helpful for our improvement, not required)

We will respond within 2 business days with return instructions and a return address.

RETURN SHIPPING COSTS

You are responsible for the cost of returning the item to us, unless the item was damaged, defective, or shipped in error. We recommend using a tracked shipping method — we cannot refund items that do not reach us.

If the return is due to our error (wrong item, damaged in shipping), we will refund your return shipping cost upon receipt.

REFUND PROCESSING

Once we receive and inspect your return, we will notify you within 2 business days. If approved, your refund will be processed to your original payment method within 5–10 business days (processing time depends on your bank or card provider).

Refunds include the price of the item(s) returned. Original shipping costs are refundable only if the return is due to our error or a defective product.

DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged or defective, contact us within 48 hours of receipt at info@mgbs.lu with photos of the damage. We will arrange a replacement or full refund (including shipping) at no cost to you.

Your statutory warranty rights under Luxembourg consumer law (garantie légale de conformité) apply in addition to this policy and are not affected by it.

EXCHANGES

We do not currently offer direct exchanges. If you would like a different item, please return your original purchase for a refund and place a new order.

CANCELLING AN ORDER BEFORE SHIPMENT

If your order has not yet shipped, you can cancel it at no cost by emailing info@mgbs.lu with your order number. Cancellation requests received after shipping will be treated as a return under this policy.

GIFTS

If you received an item as a gift, please contact us for return options. Refunds for gift returns are issued as store credit to the gift recipient's email address.

DISPUTE RESOLUTION

If we are unable to resolve a complaint to your satisfaction, you may refer your dispute to the European Commission's Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr, or to Luxembourg's national consumer mediation service, the Service national du Médiateur de la consommation (https://mediateurconsommation.lu).

CONTACT

For all refund and return questions:

Email: info@mgbs.lu

MGBS – Myrna Gordon Business Services, S.à r.l.-S
1, Impasse Léon Roger
L-9410 Vianden, Luxembourg
RCS Luxembourg: B295712
Authorisation d'établissement: 10179856

This policy does not affect your statutory rights under Luxembourg consumer protection law or EU Directive 2011/83/EU.