MONEY BACK GUARANTEE POLICY

1. 1. Find the item you want to return in the Shopping section of mdamart.com.
   2. Select "Return" this item from the menu on the right.
   3. Select "Reason for the Return" and enter a comment explaining why you are returning it.
   4. If you received the Items damaged, destroyed or defective, then make at least One (1) picture (maximum 10 images) of the defects or scratches, and-all to justify the reason you are returning the product. Please learn more about our Image, Video and Text Policy when uploading images or video.
   5. Select "Confirm Return".

Generally, there are many ways of shopping. When shopping, you buy One (1) items, Set of Items or discounted products, etc, based on Price and Discounts, Product Reviews and Ratings, Shipping Costs and Delivery Time, Returns Policy, Website User Experience, Payment Options and many other key factors Buyers always consider.  This meaning the way you shop products also depends on you request a return of the items you purchased them.

1. 1. Sets of mixed items. Logically, it is not possible to just return One (1) Item from a set of Items you purchased. You must always return the entire set intact without demage or defect. For example, if you purchased a set of cutlery (nives, spoons and forks), you cannot return just the spoons or the nives or the forks.
   2. Multiple items of the same item. You can return some or all of the items you pruchased. It is not possible you return only one. For example, if you purchase Three (3) shirts from one listing, you can return One (1), but you won't be able to return the other Two (2) later.
   3. Combined purchases from the same seller. You can always return each item separately. For example, you purchased three different books from the same seller and paid for them at once. You must open a separate request for each book because they are from different listings.

• 1. Acceptance and full refund. You return the item and the seller will then refund you in full. This may or may not include the original shipping costs, depending on the seller's return policy. For information about who pays for Return Shipping Fees, see the seller's return policy. If the returned item has been opened, used, damaged, missing parts, or was damaged during return shipping because it was not properly packaged, some sellers may only refund a portion of your money, after taking into account the diminished value of the item. Read our Money Back Guarantee Conditions Policy for more detailed information.
  2. Partial refund and letting you keep the item. This can be a good compromise if the seller doesn't accept returns but wants to offer a gesture of goodwill. For example, if you accidentally ordered the wrong item.
  3. Alternative item or exchange. Some sellers may offer to exchange the item for an alternative product or another item instead of a refund.
  4. Rejection. If you've changed your mind about the item, sellers may reject your return request if they stated in the listing that they don't accept returns, or if you missed the seller's deadline for initiating a return.
  5. Sending you a message. The seller may ask you for more detailed information about your return request.

1. 1. Acceptance and full refund by Seller. in this case, as in the case of the aformentioned question it is always necessary you return the item in the same condition as you received it. Wihtin Three (3) working days after receiving the Item, the Seller will then refund you the full amount, including the original shipping costs. The seller will also cover the shipping costs for the return. If the returned item was used, damaged, missing parts, or was damaged during shipping when returned because it was not properly packaged, the seller may only refund a portion of the money, after taking into account the diminished value of the item. Learn more about our Return Condition Policy.
   2. Partial refund and letting you keep the item. This can be a good compromise if you are not completely satisfied with your purchase. For example, you receive the item with slight scratches, but you do not mind keeping it.
   3. Alternative products or exchange. Some sellers may offer an alternative or different item instead of a refund.
   4. A message from Seller. The seller may ask you for more details about your return request.

Once the seller responds, we'll send you an email with details on how to proceed. You can check the status of your return request at any time.

Once mdamar.com receives your return request by email (info@mdamart.com) or through the platform's Request Form, we will send you an email, requesting you to return your item. Please, make sure that the item shall be return by the date provided in this email to avoid any delays or issues with the refund process.

If you are responsible for purchasing a return label, be sure to use a tracking service and include the tracking number with your return request. If the total value of the returned item is €700 or more, it will need to be returned with a signature confirmation.

For more information about who pays for return shipping and how to return an item, see Return Shipping for Buyers.

A Return Label is a shipping label specifically designed to send a package back to its sender, typically a business. It contains essential information for the shipping carrier to identify the destination and track the package for its return journey, often including the return address, shipping barcode, tracking number, and other relevant details.

Its key features and functions of a return label:

• • Return Address. Crucially, it pre-fills the address of the sender or warehouse where the item should be returned, simplifying the process for the customer.
  • Shipping Barcode and Tracking Number. These enable the package to be scanned and tracked throughout its return process, providing transparency for both the customer and the business.
  • Shipping Information. It may include details about the shipping method and whether the return is prepaid, meaning postage is covered.
  • Streamlined Returns. Businesses often use return labels to automate and simplify their returns process, reducing errors and operational costs.
  • Customer Convenience. Return labels aim to make the return process as easy as possible for the customer, whether they are included in the original package or provided digitally for the customer to print.

To build strong client relationships, Sales Agents shall focus on open communication, understanding their needs, and providing excellent service. Building trust, being responsive, and personalizing interactions are also key as provided below.

Effective and consistent communication with the clients is key

• • Be transparent and open. Share information about your work, timelines, and any potential challenges proactively.
  • Listen actively. Pay close attention to your client's needs, concerns, and feedback. Don't just wait for your turn to speak.
  • Tailor your communication. Adjust your communication style to match your client's preferences. Some clients prefer email, others prefer phone calls, and some prefer instant messaging.
  • Provide regular updates. Keep your clients informed about the progress of their projects or the status of their requests. This shows you're engaged and invested.
  • Be responsive. Respond to inquiries and requests promptly. This demonstrates that you value their time and are dedicated to their needs.

Build trust and show you care

• • Understand your client's goals. Take the time to learn about their business, their objectives, and what success looks like for them.
  • Go above and beyond expectation. Exceed expectations by offering solutions, anticipating their needs, and providing exceptional service.
  • Personalise interactions. Show genuine interest in your clients as individuals. Use their preferred name, remember details about their lives, and make them feel valued.
  • Be empathetic. Put yourself in their shoes and try to understand their perspective, especially when dealing with challenges or setbacks.
  • Be reliable and consistent. Consistently deliver on your promises and follow through on your commitments.

Seek feedback and improve

• • Ask for feedback regularly. Don't wait until the end of a project to ask for feedback. Incorporate it throughout your interactions.
  • Be open to criticism. View feedback as an opportunity to improve and demonstrate that you're committed to providing the best possible service.
  • Act on feedback. Make changes based on the feedback you receive. This shows clients that their opinions matter and that you're actively working to improve.

Treat Clients Like Partners

• • Involve them in the process. When appropriate, involve clients in the development of new products or services. This makes them feel valued and invested.
  • Share knowledge and expertise. Position yourself as a trusted advisor by sharing your knowledge and expertise with your clients.
  • Celebrate successes together. Acknowledge and celebrate milestones and achievements with your clients.

Maintain a positive attitude

• • Stay positive and solution-oriented. Even when facing challenges, maintain a positive attitude and focus on finding solutions.
  • Be enthusiastic. Your enthusiasm is contagious. Show your clients that you're passionate about your work and dedicated to their success.

By implementing these strategies, you can build strong, lasting relationships with your clients, leading to increased loyalty, positive referrals, and business growth.

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The key aspects of anti-discrimination in sales include:

1. Equal Access. Businesses should offer goods and services to all customers without discrimination. This includes ensuring that advertising, pricing, and other terms of sale are applied equally to all customers.
2. Prohibited Discrimination. Laws prohibit discrimination based on various protected characteristics, such as race, religion, gender, sexual orientation, disability, and age.
3. Public Accommodations. Laws governing public accommodations (like stores, restaurants, etc.) ensure equal access for everyone.
4. Sales Practices. Practices like refusing to serve someone, offering different terms of sale, or engaging in discriminatory advertising are generally prohibited.
5. Real Estate. Anti-discrimination laws also apply to real estate transactions, preventing discrimination in the sale or rental of property based on protected characteristics.

Examples of discriminatory practices in sales:

• • Refusing to serve someone based on their race or religion.
  • Charging different prices or offering different terms based on gender or sexual orientation.
  • Creating advertising campaigns that exclude certain groups of people.
  • Discriminating against someone with a disability in the provision of services.

In essence, anti-discrimination in sales means upholding the principles of equality and fairness in all commercial transactions.

At MDA, we do not tolerate discrimination because Violations of anti-discrimination laws can lead to:

• • legal action
  • fines, and
  • reputational damage.

MDA implement sales policies and procedures, including the best practices of anti-discrimination in sales to:

• • prevent discrimination
  • train employees on anti-discrimination practices, and
  • address any potential issues proactively.

At MDA, we value our partners and competitors because they are important entities that contribute to the innovation of new products and the improvement of our products and services. So the key aspects of non-disparagement (clauses) include:

• • Scope of restriction. Non-disparagement clauses can vary in scope, but in our policy, they generally restrict making negative or derogatory statements about the MDA's Competitors or Partners, their products or services, their employees, directors, or officers.
  • Types of disparaging statements. "Disparagement" can include a wide range of behaviours, such as defamation, libel, slander, false light, and actions that impair the MDA and cause a reduction in the value or effectiveness of its assets, operations, or overall financial health.
  • Enforceability. While non-disparagement clauses are generally enforceable, they can be challenged if they are overly broad or restrict an Agent or Employee's rights under labour laws, such as the right to engage in protected activity under Czech National Labour Relations Act and governed by the EU directives and regulations.

Examples of non-disparagements / non-disparagement clauses

Non-disparagement clauses are commonly found in:

• • Employment contracts. that prevent employees from disparaging the company during and after their employment.
  • Severance agreements. that protect the company's reputation after an employee's departure.
  • Settlement agreements. that resolve disputes and prevent further negative statements.

A sales agent who breaches confidentiality can face legal action for breach of contract, damages, and reputational harm.

In essence, sales agent confidentiality is a critical component of ethical and legal business practices, ensuring that sensitive information remains protected and that the principal's interests are safeguarded.

A conflict of interest occurs when a Sales Agent's personal interests or gains clash against professional duties or responsibilities , and potentially leading to biased decisions or actions that benefit the Sales Agent at the expense of MDA. The party with the conflict of interest is usually asked to remove themselves or can be legally required to recuse themselves when such a situation arises. Therefore, we advise all our Sales Agents to adequately manage conflict of interest through:

• • Disclosure. The agent must disclose the conflict to the client in writing, ensuring they understand the nature and potential impact of the conflict.
  • Consent. The client must provide informed consent, either to proceed with the agent despite the conflict or to seek alternative representation.
  • Transparency. Agents should be transparent about any relationships or financial interests that could influence their decisions.
  • Independent Advice. Clients may be advised to seek independent professional advice to ensure their interests are fully protected.
  • Withdrawal. In some cases, if the conflict is significant or the client does not consent, the agent may need to withdraw from the transaction.

Failing to manage conflict of interest could lead to the following severe consequences that harm the Sales Agent's business growth:

• • Breach of Fiduciary Duty. Agents have a fiduciary duty to act in the client best interest and failing to manage a conflict can be a breach of this duty.
  • Loss of Client Trust. Conflicts of interest can erode client trust and damage the agent's reputation.
  • Legal and Regulatory Action. Depending on the jurisdiction, agents may face legal or regulatory consequences for failing to disclose or manage conflicts appropriately.