Return Policy

Refund Eligibility

To be eligible for a refund, you must have purchased the product or service directly through one of our authorised channels, including our website, physical store, or official sales representatives.

Timeframe for Refund Requests

Refund or return requests must be made within 14 days of the date of purchase or delivery, where applicable. After this period, we reserve the right to decline the request.

Valid Reasons for Refunds or Returns

Refunds or returns may be considered in the following circumstances:

A. Product/Service Defect
If the product you receive is defective, damaged, or materially different from the product or service described at the time of purchase.

B. Error on Our Part
If we have made an error when producing, personalising, or fulfilling your order, we will work with you to arrange an appropriate replacement, correction, or refund.

C. Damage During Postage
If your item arrives damaged as a result of postage or transit, please contact us as soon as possible and provide photographs of the packaging and damaged item. We will assess the situation and, where appropriate, arrange a replacement or refund.

D. Non-Delivery
If you have not received your order within a reasonable timeframe, please contact us so that we can investigate the delivery and determine the appropriate resolution.

Custom and Personalised Items

Custom, personalised, made-to-order, or bespoke items are non-refundable and cannot be returned simply because you have changed your mind, ordered the wrong specification, or no longer require the item.

Due to the personalised nature of these products, we are unable to resell them.

However, if a custom or personalised item has been produced incorrectly due to an error on our part, is defective, or has been damaged during postage, please contact us within 14 days of receiving the item. Where appropriate, we will offer a replacement, correction, or refund.

If you believe there is an error with your custom item, please provide photographs and details of the issue so that we can investigate.

Non-Refundable Items/Services

The following are generally non-refundable:

A. Digital Products
Digital products or downloadable content once they have been accessed or downloaded.

B. Completed Services
Services that have already been fully provided or consumed.

C. Custom and Personalised Items
Custom, personalised, made-to-order, or bespoke items, except where the item is defective, damaged during postage, or the issue has resulted from an error on our part.

Refund Process

To request a refund, return, replacement, or correction, please contact our customer support team at themadbritcompany@gmail.com.

Please provide:

A. Your order number and date of purchase.

B. The reason for your refund or return request.

C. Any supporting documentation, such as photographs or videos, where applicable.

For damaged items, please retain the original packaging and provide photographs of both the packaging and the item.

Refund Decisions

We will review your request and aim to notify you of our decision within 5 business days.

If your request is approved, the refund will normally be issued using the original payment method, unless an alternative method has been agreed upon by both parties.

Where a replacement or correction is more appropriate than a refund, we may offer this as an alternative resolution.

Shipping and Handling Fees

Original shipping and handling fees are generally non-refundable, except where the return or refund is required due to an error on our part or where the item has been damaged during postage.

Where a return is approved because of an error on our part or another issue covered by this policy, we will provide instructions regarding the return and any applicable return postage costs.

For returns that are not the result of an error on our part, the customer is responsible for the cost of return postage.

Changes to This Refund & Returns Policy

We reserve the right to modify or update this Refund & Returns Policy at any time. Any changes will be communicated through our official channels and will apply to purchases made after the updated policy has taken effect.