Returns and Refund Policy & Process

The policy

Under Consumer Contracts Regulations 2013, if you buy on-line or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This excludes the products listed as exceptions in the small print section below.

We can offer an exchange or refund on your purchase price within 14 days of receipt of the goods. It is your responsibility to return the items in pristine condition and in original boxes and packaging.

We will issue the refund within 14 Days of receipt of the return.

The process

1. You should email us at kerry@madongifts.co.uk to notify us of your return and explain the reason why so we can record the return.
2. The cost of returning goods is to be met by you. We advise that you obtain proof of postage and return the items via a reputable courier or Royal Mail Recorded Delivery.
3. Please ensure that the goods are suitably packaged to prevent damage in transit. Please use original packaging where possible and enclose original documentation received. Please ensure you remove our labels from the packaging.
4. We reserve the right to deduct the cost of replacing these items from any refund when goods are returned to us damaged (if we are not notified of damages in advance and the reason for return was due to the reported damage).
5. We will issue your refund within 14 days upon receipt of the returned goods.

The small print – exceptions

It is important that any unwanted item, unless faulty, is returned in a re-saleable condition. We would expect this to mean that you have kept all original packaging and labels, and that it is undamaged and unused.

Products we are unable to cancel, refund or exchange
We cannot offer refunds or exchanges, unless faulty, on the following items:

• Products which have been personalised for you
• Products hand made to order for you
• Underwear or Earrings.
• Where a product has been specially ordered in for you, unless faulty, we are unable to refund or offer an exchange.
• We are unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We will make this clear when you place your order.
• This does not affect your statutory rights.