Refund policy

Madu Living Return & Refund Policy

At Madu Living, we strive to provide the best experience with our terrazzo stone baths and basins. To ensure clarity on our processes, please familiarize yourself with our Return & Refund Policy:

  1. Returns for Minor Defects: We accept returns for major defects, such as cracking, which may compromise the functionality or aesthetics of the product. Small imperfections inherent in handmade items contribute to the uniqueness of each product.
  2. Change of Mind Returns: Madu Living allows a Change of Mind option for standard orders before dispatch or delivery, excluding custom-made orders. For post-delivery Change of Mind requests, refer to our return process for major defects outlined below. If you decide to change your mind before dispatch/delivery, we offer a change of mind return policy.
  • Change of Mind Pre-Delivery:
    • If items have not been dispatched or delivered, the client may be eligible for a partial refund. The refund will only cover the expense of the item.
    • The purchaser is responsible for both delivery and return costs.

Different payment methods may incur varying fees imposed by financial institutions. Depending on your chosen payment method, a full refund will be provided, deducting delivery fees and applicable charges. For instance, if a customer buys a basin for $500 using a credit card, then changes their mind and initiates a return in compliance with our terms and conditions, the customer will receive a refund of $500 less a 1.55% fee plus 30 cents, resulting in a total refund amount of $491.95.

Specific fees for different payment methods are as follows:

  • Credit Card payments: 1.55% plus 30 cents per transaction.
  • Paypal: 2.2% plus 30 cents per transaction.
  • Stripe: 1.75% plus 30 cents per transaction.
  • Shopify: 1.60% plus 30 cents per transaction.

 

  1. Return Process for Major Defects: Madu Living's 7-day return policy applies to non-commercial purchases, excluding clearance items. In case of major defects, we fund return expenses. To initiate a return for a major defect, contact customer service within 7 days of receiving the order. Upon approval, we refund the purchase price and all return costs within 10 business days.
  • Replacement for Major Defects:
    • If a replacement is ordered, Madu Living will cover delivery costs to compensate.

Damaged goods without original packaging are ineligible for a refund. Return freight for damaged items will be coordinated by Madu Living. Customers must package the goods in the original packaging; a $100 'futile pick-up' fee may apply if the driver cannot collect on the specified date.

  1. General Return Guidelines:
  • 7-day return policy from the date of receiving the item.
  • Items must be unused and in their original packaging.
  • Valid receipt or proof of purchase is required.
  • Initiate returns at ammon@maduliving.com.au; returns sent without prior approval won't be accepted.
  1. Damages and Issues: Upon receiving your Madu Living products, we strongly advise inspecting them promptly. If any items exhibit damages, please notify Madu Living immediately. Contact us at ammon@maduliving.com.au to assist in resolving the situation. We are committed to addressing any issues swiftly, exploring options such as insurance claims, facilitating repairs, and, in certain cases, providing replacements. To facilitate this process, please provide clear photographs and videos showcasing the damages to the product and packaging.
  2. Exchanges: Exchange approval is subject to Madu Living's discretion. Extra freight charges for exchanges result in additional delivery fees, the responsibility of the customer. Initiating exchanges within 7 days is crucial. Items for exchange must maintain their original, undamaged condition and packaging. Damaged items won't be eligible for exchange.
  3. Refunds: We will notify you upon receiving and inspecting your return. If approved, you will be automatically refunded on your original payment method within 10 business days. For any concerns after 15 business days, contact us at ammon@maduliving.com.au

Thank you for choosing Madu Living. If you have any questions or concerns, feel free to reach out to our customer service team at ammon@maduliving.com.au