REFUND POLICY

Returns, Refunds and Cancellations

We want you to be happy with what you buy from us. This policy sets out how returns, refunds, exchanges and cancellations work at Maddison Cambridge.

Nothing here reduces or replaces your legal rights as a consumer.

1. Return window

You have 30 days from the day you receive your order to tell us that you would like to return an item. If your order arrives in more than one parcel, the 30 days start from the day the last item reaches you.

Once you have told us, you then have a further 14 days to send the item back.

To start a return, email info@maddisoncambridge.uk with your order number and the item or items concerned.

2. Condition of returned items

Please take reasonable care of the item while it is with you. You are welcome to examine it as you would in a shop.

Where possible, items should come back:

• unused beyond normal examination
• unwashed
• undamaged
• with any labels attached
• in the original packaging, if you still have it

If an item has been handled more than was necessary to check it, and that reduces its value, we may deduct a reasonable amount from your refund, where the law allows.

3. Items that cannot be returned for change of mind

Some items are excluded from change-of-mind returns where a legal exception applies. This can include:

• items made or personalised to your specification
• sealed items that cannot be returned for health or hygiene reasons once opened

These exclusions do not apply if an item is faulty, damaged or not as described.

4. Faulty, damaged or incorrect items

If something arrives faulty, damaged or different from what you ordered, email info@maddisoncambridge.uk with your order number, a description of the problem, and photos or a short video if you are able to take them.

Photos help us sort the problem out faster, but asking for them does not affect your legal rights.

Where an item is confirmed faulty, damaged or incorrect, we will put it right in line with your rights under the Consumer Rights Act 2015. Depending on the situation that may mean a replacement, a repair, or a full or partial refund.

Under that Act, you generally have a short-term right to reject faulty goods within 30 days of delivery and receive a full refund. After that period you may still be entitled to a repair, a replacement, a price reduction or a refund.

Where you are legally entitled to return faulty, damaged or incorrect goods, we cover the reasonable cost of returning them. You will never pay to send back something that was wrong on our side.

5. Return shipping costs for change of mind

If you are returning an item simply because you changed your mind, the cost of sending it back is yours.

Our returns facility is located in Asia. International return postage varies with the courier, the size and weight of the parcel and the service you pick, but as a guide it is often around [RETURN COST]. Please take this into account before starting a change-of-mind return — for lower-value items the postage can approach the price of the item itself.

We do not charge any restocking or handling fee.

6. Return address

Do not send anything back before contacting us, and never send a return to the address printed on the parcel you received. That address usually belongs to a courier or fulfilment centre and cannot process customer returns.

Once we have registered your return request we will email you the correct return address and instructions. Items sent elsewhere may not reach us and will delay your refund.

7. Partial returns

You can return part of an order. There is no requirement to send everything back if you only want to return one item. The refund is calculated on the items actually returned.

8. How to start a return

Email info@maddisoncambridge.uk with:

• your full name
• your order number
• the item or items you are returning
• the reason, if you would like to give one

You do not have to give a reason when you are exercising your statutory right to cancel.

9. Refunds

Once we have received and checked your return, we refund to the original payment method.

For statutory cancellations we issue the refund no later than 14 days after we receive the goods back, or after you give us proof that you have sent them, whichever is sooner.

After we issue a refund, your bank or card provider may take a few more days to show the money in your account. That part is outside our control.

10. Original delivery costs

We do not charge for delivery, so there is normally no delivery cost to refund. If a delivery charge ever applies to your order and you cancel the whole order under your statutory rights, we refund the standard delivery cost. If you chose a faster or premium option, we refund the equivalent of the standard rate.

11. Exchanges

If you would rather exchange an item, email us and we will tell you what is available. Where an exchange is not possible you can return the item and place a new order. Your statutory rights are unaffected either way.

12. Parcels that do not arrive

If your parcel has not arrived, contact us and we will investigate with the carrier.

Until your order is delivered to you, or to someone you have nominated, it remains our responsibility. If a parcel is confirmed lost in transit, we will send a replacement or refund you in full for the goods that did not arrive.

If your order has not reached you within 30 days of purchase, please tell us so we can look into it.

13. Incorrect or incomplete delivery address

Please check your address carefully at checkout. If a parcel cannot be delivered because the address given was wrong or incomplete, contact us. Where the parcel comes back to our fulfilment facility we can usually arrange redelivery once the correct address is confirmed, and a further delivery charge may apply in that situation.

14. Parcels refused or not collected

If a parcel is refused at the door or is not collected from the carrier within the period they allow, it may be sent back through their network. Refusing a parcel is not a reliable way to return it and does not guarantee it reaches our returns facility.

If you want to cancel or return an order, contact us and we will give you the correct instructions.

15. Cancelling an order

Orders are sent to fulfilment automatically and quickly. If you want us to try to stop an order before it is processed, email us as soon as possible after placing it — realistically within a few minutes. After that we may no longer be able to stop the shipment.

This is an operational limit and does not affect your statutory right to cancel. You can still tell us that you wish to cancel. If the parcel has already left, you may need to receive it and then return it using the process above.

Send cancellation requests to info@maddisoncambridge.uk.

16. Contact

Shop name: Maddison Cambridge Operated by: Flávio André Dantas de Sousa Email: info@maddisoncambridge.uk Contact form: https://maddisoncambridge.uk/pages/contact

We normally reply within 24 hours on business days.