Widerrufsrecht
Return & Refund Policy
Overview
This policy applies to all purchases made on madoise.com. Depending on your country of residence, specific statutory rights may apply in addition to our standard terms. In all cases, we have outlined the most favorable conditions permitted by applicable law.
Standard Return Conditions (All Countries)
To be eligible for a return under any circumstance, your item must meet all of the following conditions:
- In its original, unused condition — never worn, tested, or activated
- In its original sealed packaging, undamaged and complete
- With all original accessories, components, and documentation included
- Accompanied by your original receipt or proof of purchase
- Return must be pre-authorized by our team before shipment
Items showing any sign of use, activation, damage caused after delivery, or missing components will be automatically rejected and returned to you at your expense.
How to Request a Return (All Countries)
Contact us at support@madoise.com before sending anything back. Returns sent without prior written authorization will be refused and returned to sender at their expense.
Once approved, you will receive return instructions. You are responsible for packaging the item securely. We strongly recommend using a tracked shipping service, as we cannot be held responsible for items lost or damaged during return transit.
European Union
As required by EU Directive 2011/83/EU, EU consumers have the right to withdraw from their purchase within 14 days of delivery, for any reason.
To exercise this right: notify us in writing at support@madoise.com within 14 days of receiving your order.
Return shipping: return shipping costs are entirely at your expense, as disclosed at the time of purchase. We do not provide prepaid return labels.
Refund: once we receive and inspect the returned item, we will process your refund within 14 days to your original payment method. The original outbound shipping fee is non-refundable.
Your right of withdrawal does not apply if:
- The item has been used, unsealed, or activated
- The hygiene seal has been broken (health protection grounds)
- The item is personalized or custom-made
Damages & defects: if your item arrives damaged or defective, you must notify us at support@madoise.com within 48 hours of delivery with photographic evidence. We reserve the right to offer a repair or replacement before issuing a refund, as permitted under EU law.
United Kingdom
UK customers are protected under the Consumer Contracts Regulations 2013, which mirror EU consumer rights.
You have 14 days from delivery to notify us of your intention to return, and a further 14 days to send the item back once notified.
Return shipping: at your expense. Original shipping fee is non-refundable.
Refund: issued within 14 days of receiving the returned goods, to your original payment method.
The same condition requirements, exclusions, and 48-hour damage claim window apply as outlined above.
United States & Canada
No federal or provincial law requires us to accept returns on non-defective items. Our return policy is offered as a courtesy and is governed entirely by the terms set out in this document.
You have 14 days from delivery to request a return, subject to all standard eligibility conditions above.
Return shipping: entirely at your expense. We do not provide prepaid labels.
Refund: issued within 14 days of receiving and approving the return. Original shipping fees are non-refundable.
Defective items: must be reported within 48 hours of delivery with photographic evidence. We reserve the right to offer a replacement before issuing a refund.
No statutory cooling-off period applies. All sales are final beyond our 14-day window.
Gulf Countries (Saudi Arabia, UAE, Kuwait, Qatar, Bahrain, Oman)
No mandatory cooling-off period applies to cross-border e-commerce purchases under local law. Our standard policy governs all transactions.
You have 14 days from delivery to request a return, subject to all standard eligibility conditions above.
Return shipping: entirely at your expense, including any customs fees, export duties, or documentation costs associated with returning goods across borders.
Customs & duties: any import duties or taxes paid upon original delivery are non-refundable. Any customs fees incurred on the return shipment are solely your responsibility. Madoise is not liable for returns delayed, seized, or lost in customs.
Refund: issued within 14 days of receiving and inspecting the returned item. Original shipping fees are non-refundable.
Defective items: must be reported within 48 hours of delivery with photographic evidence. We reserve the right to offer a replacement before issuing a refund.
Rest of World (Australia, Southeast Asia, Africa, Other regions)
Our standard 14-day return policy applies. No additional statutory rights are granted beyond what is outlined in this document.
Return shipping: at your expense, including all customs, duties, and border fees associated with the return.
Customs & duties: import duties or taxes paid on the original order are non-refundable. Madoise bears no responsibility for returns lost, delayed, or seized in customs.
Refund: issued within 14 days of receiving and approving the return. Original shipping is non-refundable.
Defective items: must be reported within 48 hours of delivery with photographic evidence. We reserve the right to offer a replacement before issuing a refund.
Non-Returnable Items (All Countries)
The following cannot be returned under any circumstances, regardless of your country of residence:
- Items showing any sign of use or activation
- Items returned without original packaging or all accessories
- Items damaged after delivery due to customer handling
- Sale items and promotional purchases
- Gift cards
- Items returned without prior written authorization
Refund Processing (All Countries)
Once we receive your return, we will inspect it within 5 business days and notify you of approval or rejection. If approved, your refund will be issued to your original payment method within 14 days of inspection. Bank processing times may add additional delays beyond our control.
We reserve the right to apply a restocking or inspection fee for returns requiring additional handling, where permitted by applicable law.
Madoise reserves the right to refuse a refund if the returned item does not meet the conditions stated in this policy.
Contact
For all return and refund inquiries: support@madoise.com