Return and Refund Policy
RETURNS
At shop-mady we are dedicated to good service. Each packaged order is photographed to ensure we have a record of what we have shipped to protect your purchase. We know that in rare cases an error can occur and in such situations we will support you as long as said error is confirmed.
Below are the ONLY cases in which a refund applies:
The delivered product is expired
On average, our products have 1-2 years of validity at the expiration date. If you receive an expired product by mistake, contact our support to return it. We will be able to verify its origin with the batch number and a photograph that you can provide us.
You received the wrong product
If you receive a product that you did not order, contact our support and we will help you. We will verify the photo of the assembly of your package to corroborate the error and help you obtain the product for which you paid.
Our support team will review your request thoroughly, reviewing your purchase records.
Once your request is approved, we will send you a tracking number to collect the product that will be returned.
As soon as the parcel has collected it, we will be sending you the correct product and a tracking number for that shipment.
REFUNDS
Below are the ONLY cases in which a refund applies:
The delivered product is expired
On average, our products have 1-2 years of validity at the expiration date. If you receive an expired product by mistake, contact our support to return and replace it. We will be able to verify the origin of the product with the batch number and a photograph that you can provide us. If you do not want us to send you back the correct product, we can refund it when the return is processed.
The product arrived broken
If the product arrived broken, we will ask you to send us photos to corroborate the damage and we will refund all your money, you will not need to return the product to us.
The package was lost
If your order was lost by the courier, or the courier's transport unit where your product was traveling was stolen, it will be reflected in the courier's tracking history and we will refund all your money.
We will ask you for a debit account number to make the corresponding refund.
For purchases made with PayPal balance, the money will be reflected immediately in the PayPal account.
CANCELLATIONS
If for any reason you want to cancel once the product has been paid for but has not been shipped, the customer will be fully refunded. (Return time may take 5 to 10 business days depending on the type of payment and the bank). It is important to send an email to shopmady@hotmail.com to request the cancellation of the order.
If the order has been shipped, the order cannot be canceled. In that case, once it is delivered to your home, you can return it, the shipping cost for said return will be at your expense. As soon as the return reaches us, we will refund the full cost of the products, but not the shipping cost you paid to send it to your home.
If the order arrives at your address and you reject the package because you no longer want it, once the order is returned to us we will refund the full cost of the products, but not the shipping cost you paid to send it to your address. .