All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel the order, you must contact us within 2 hours after you have placed the order. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our number one priority. Therefore, you can request a refund when:
- You did not receive the product within the guaranteed time (not including 2-5 day order processing time).*
- You received a wrong item.
- You are not satisfied with an item received. In this case, you may request a refund, but you must return the item at your own expense and the item must be unused (within 15 days after you have received the item).
*You can submit refund requests within 15 days after the guaranteed period for delivery of your product has expired. You can do this by sending us a message on our 'Contact us' page.
Although we aim to fulfill all of our customers inquiries and we strive to be a transparent and fair company, before you request a refund, please make sure to consider factors listed below, as they may influence the refund:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address).
- Your order did not arrive due to exceptional circumstances outside the control of madjade.com (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of madjade.com.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please do not send your purchase back to us unless we authorise you to do so.
Thank you for your understanding and thank you for shopping at Mad Jade!