Refund policy

Madirane

United Kingdom

Address: 3 Fresh Meadow Lane, Helsby, WA6 0QX, United Kingdom

Email: info@madirane.com
Phone: +447863749909
Contactform: Contactpage

Customer service opening hours:
Monday – Friday: 9:00 AM – 5:30 PM (ET)
Saturday and Sunday: 10:00 AM – 3:00 PM (ET)

Key Information

Statutory cancellation period: 14 days from delivery (right to cancel under the Consumer Contracts Regulations 2013)
Goodwill return window: 30 days from delivery
Restocking Fee: None
Refund Processing Time: Within 14 days of receiving the returned goods (or proof of return)
Return Shipping: Customer pays for change-of-mind returns; Madirane pays for faulty, damaged, or incorrect items

Madirane is operated by [Registered company name], established in the United Kingdom. This Return & Refund Policy applies to orders delivered within the United Kingdom and sets out both your statutory rights and our additional goodwill terms.

Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods.

To exercise this right, simply inform us of your decision to cancel within that 14-day period by email at info@madirane.com or via our contact form, before the deadline expires. You may use a clear statement; a model cancellation form is not required but is available on request.

After cancelling, you must return the goods to us within 14 days. You will receive a refund of the price paid, including standard outbound delivery costs (note: if you chose a more expensive delivery option than our standard service, we only refund the standard cost).

Goodwill Returns (Up to 30 Days)

In addition to your statutory rights, we offer a goodwill returns window of 30 days from the confirmed delivery date for change-of-mind returns.

To be eligible for a goodwill return, the item must:

Be unused
Be in the same condition as received
Be in the original packaging
Include all accessories, labels, and documentation

Returns requested after 30 days from confirmed delivery fall outside our goodwill window, though your statutory rights for faulty goods (below) still apply.

Faulty, Damaged, or Incorrect Items (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a remedy:

Within 30 days of delivery: you have the short-term right to reject faulty goods and receive a full refund.
After 30 days and up to 6 months: we will offer a repair or replacement; if that is not possible or is unsuccessful, you are entitled to a refund.

If your item arrives damaged, defective, or incorrect, we will cover the cost of return shipping. Please contact us within a reasonable time of discovering the issue, ideally within 48 hours of delivery for damaged or incorrect items, and include your order number and clear photos of the item and packaging.

Return Shipping Costs

Change of Mind / Cancellation Returns: For statutory cancellations and goodwill returns, you are responsible for the cost of returning the goods to us unless we state otherwise. Return shipping costs are non-refundable in these cases.

Defective, Damaged, or Incorrect Items: If your item was delivered damaged, defective, or incorrect, return shipping costs will be covered by Madirane.

How to Initiate a Return

To start a return:

Email info@madirane.com with your order number and reason for return.
Wait for return authorisation and instructions.
Package the item securely in its original packaging.
Return the item using a trackable shipping service.

We recommend keeping proof of postage until the return is completed, as you are responsible for the goods until they reach us.

Refunds

Inspection: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

Processing Time: Approved refunds will be issued to your original payment method within 14 days of us receiving the returned goods (or your proof of return, whichever is sooner).

Restocking Fee: We do not charge any restocking fees.

Please note that your bank or payment provider may take additional time to post the refund to your account.

Non-Returnable Items

Certain items are exempt from the statutory cancellation right and our goodwill returns, including:

Items marked as final sale (where lawful)
Gift cards
Personalised or custom-made items
Sealed goods unsealed after delivery that are not suitable for return for health or hygiene reasons
Products not returned in their original condition (this does not affect your rights for faulty goods)

Exchanges

We do not process direct exchanges. If you would like a different item, please return the original item (if eligible) and place a new order.

Cancellations Before Dispatch

In addition to your 14-day statutory cancellation right, you may cancel an order before it has been processed for dispatch. Once an order has been processed or shipped, please use the returns process above.

Lost or Refused Packages

If a package is refused at delivery or returned due to an incorrect or incomplete address provided by the customer, additional shipping fees may apply for redelivery.

Madirane is not responsible for packages confirmed as delivered by the carrier to the address provided at checkout, subject to your statutory rights.

Chargebacks & Payment Disputes

We encourage customers to contact us directly to resolve any issues before initiating a payment dispute. Initiating a chargeback without first attempting resolution may delay the process while the dispute is under review.