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Is a Malpensa Express train ticket refundable?

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My sister purchased a roundtrip Malpensa Express train ticket online by accident, thinking it was a ticket for the Malpensa Shuttle bus. After she realized she had made a mistake, she purchased the correct shuttle bus ticket. The Trenord website says that unstamped train tickets are refundable at ticket booths. http://www.trenord.it/en/services/refunds-compensation.aspx

Has anyone done this? Does anyone know if a refund is actually possible for a ticket purchased online? Thank you.

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