Refund policy

RETURNS AND REFUNDS

All goods returned must be in an unused, perfect and saleable condition with the original product packaging, labels, tags and instructions where appropriate. If the goods do not reach us in this condition, then your right to a full refund may be affected.

Please note that items categorised such as made-to-order, custom order, pre-order items made on request in a specific finish, colour or fabric, as per the customer’s specifications cannot be returned. This is in accordance with clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013 . Additionally, please be aware that certain designers do not permit returns or refunds, as explicitly mentioned on their product listings. If you have any questions about any items offered on Madnesses website eligibility for returns, please email The Mad Team at madpeople@madnesses.com .

For items that are eligible for returns, you are entitled to return your order for any reason and without the need to explain why you are returning it, within 14 days of receiving the order. If you wish to make a return, please email madpeople@madnesses.com with "RETURN + your order number" in the subject line. We will be in touch shortly and provide you with instructions and the return address. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You have the right to open the package and check the contents but note that your item(s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

The refund will be processed within 3-5 working days of receiving the item. Please note that shipping costs cannot be refunded, and you are responsible for the costs of returning the goods. Please remember it can take some time for your bank or credit card company to process and post the refund too.

DAMAGES AND ISSUES 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, and email us image(s) and explanation if necessary, so that we can evaluate the issue and make it right.

EXCHANGES 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD 

If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise this right, you may submit a request using the “Return item” option in your customer account. Once submitted, your request will be processed in accordance with our returns procedure and you will receive confirmation.