Return Policy
Order Confirmation & Policy Acknowledgment
By placing an order on our website, you acknowledge that you have read, understood, and agreed to our Return & Refund Policy.
By completing your purchase, you confirm that:
- You have reviewed and accepted our return criteria and timelines.
- You agree to follow the return process as outlined in our policy.
- In the event of a chargeback or dispute, this policy—along with all related order and communication records—may be used as supporting evidence.
Returns
If you are not satisfied with your purchase, you may return eligible items within 30 days of delivery, provided that the following conditions are met.
Eligibility Criteria
To be eligible for a return:
- The item must be unused, unworn, and unwashed.
- The item must be returned in its original packaging and condition.
- Only normal handling and inspection of the product may have occurred.
- The customer is responsible for return shipping and handling costs.
Returns will be processed within 7 business days of receipt.
We reserve the right to refuse returns if the product shows signs of:
- misuse,
- excessive wear, or
- damage not attributable to us.
How to Return
To initiate a return, please contact us within 30 days of delivery by emailing:
Please include the following information:
- Your order number
- The reason for return
- Photos of the product (if defective or damaged)
- Your full name and shipping address
After contacting us, please wait for our return instructions before sending your item back.
Important
- Do not send items to the sender’s address without prior approval.
- Unauthorized returns may be rejected or delayed.
- We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been fully processed.
Defective or Damaged Items
If your order arrives defective or damaged, please contact us within 2 days of delivery at:
Please include:
- Your order number
- A brief description of the issue
- Clear photos or a short video showing the defect
Once the issue has been reviewed and verified:
- We may offer a replacement, depending on availability and the nature of the issue.
- In certain cases, a return may not be required for defective items.
Replacements for approved defective items are typically processed within 7–14 business days.
Lost or Unclaimed Orders
If your package appears to be lost in transit, please contact our support team with:
- Your order number
- Your tracking details
We will assist you in working with the courier and, where applicable, help arrange a replacement or refund if the parcel is confirmed lost.
Important
If a package is:
- refused at delivery,
- left unclaimed, or
- returned due to an incorrect or incomplete shipping address provided by the customer,
a $35 CAD deduction will be applied to your refund to cover administrative and shipping-related costs.
Cancellations & Right of Withdrawal
You may cancel your order within 30 days of receipt, in accordance with applicable consumer protection laws.
However, please note that our order fulfillment process is largely automated. This means that once an order has been dispatched, it can no longer be cancelled in transit.
If your order has already shipped, you may still initiate a return after delivery by following the return procedure outlined above.
To request a cancellation before shipment, please email us at:
with a clear request to cancel or withdraw your order.
Please note
- If the order has already been shipped, the buyer remains responsible for return shipping costs.
Chargebacks & Dispute Resolution
If there is any issue with your order, we kindly ask that you contact us first so we can work toward a prompt and fair resolution.
If a chargeback or payment dispute is filed, we may provide your payment provider or financial institution with relevant supporting documentation, including but not limited to:
- Order confirmation
- Shipping and tracking information
- Email correspondence
- Submitted photos or customer communication records
Filing a chargeback without first contacting our support team may delay the resolution process and may affect future order eligibility.
Important Notes
- All approved returns must be sent to our central return facility in Asia at the customer’s expense.
- We are not responsible for shipping carrier delays, failed delivery attempts, or customs-related delays.
- For hygiene-sensitive items, returns will not be accepted if the item has been used, worn, or returned in an unsanitary condition.
- Returns are not free; shipping and handling fees apply.
Contact Us
If you have any questions regarding this policy, please contact our Customer Support Team:
Madelaine’s Closet
Email: info@madelaines-closet.com
We are always happy to assist you.