In our commitment to providing the best service and customer satisfaction, the customer has the right to exchange or return a product that contains a manufacturing defect or damage, provided that it is packaged and in its original condition. The product must also be in its original packaging with all its original accessories and installation manuals, as we do not accept returns of scratched or damaged products due to misuse or improper installation. The product can be returned or exchanged within 3 days only from the order date. At Madmoon, we prepare and tailor the product based on the customer's request. If the customer wants to return or exchange the product, they must ensure that the condition of the product complies with the following conditions:
1- In the event of replacement, the period must not exceed (3) days from the date of the request.
2- In the event of a return, the period must not exceed (3) days from the date of the request.
3- Make sure that the product is placed in its box, well packaged, and not used.
4- Place the sticky notes on the carton and make sure that all product accessories are included.
5- Send the product with the shipping company (DHL) to our address.
When is a return or exchange accepted?
If the order is different from the one requested by the customer.
When are returns or exchanges rejected?
1- If the product matches what was ordered.
2- If the product or part of it is detailed.
3- If the specified period for return or exchange has passed.
4- If there is a discount or offer on the product when purchasing it.
5- If (3) days pass to receive the product from the shipping office.
6- If the product has been opened from the box, installed and used.
7- All products are shipped to the customer in cartons and we are not responsible for installation.
8- Sanitary tools or products such as towels, etc. are excluded from exchange or return.
You should handle any products you wish to return with care and, in addition to not using them, preserve them in their original condition. We are not responsible for any loss or damage to the products while they are in your possession, and in this case, we may refuse your return or exchange request.
Please note that products that are executed are not subject to exchange or return, such as (sofas, seating areas, outdoor seating, tables, chairs, wood, large-sized products, or any product that is tailored, manufactured, modified, or based on the customer’s request).
Return or exchange procedures after the product conforms to the policy:
Return Policy for Online Orders
For returns of products purchased online, you assume full risk (including loss and/or damage) upon delivery of the product to the address specified in the order. We will not be liable for refunds or replacements if the address specified is incorrect. There may be delays in the supply of products, or we may not be able to supply them for reasons beyond our control (for example, a shortage of materials, a delay in imports, or an increase in demand). We will keep you informed of any developments, but we will not be liable for any delays resulting from such an event.
Cancellation
If you wish to cancel your order, you can do so by contacting our Customer Service Department: 0541414155 during business hours and within one hour of ordering.
If you paid by credit card or debit card and cancel your order in accordance with this clause, we will process a refund (if necessary) as quickly as possible, but we are not responsible for the time required for the refund to appear in your account, as this depends on the procedures of the bank you are using.
Please note that we cannot accept cancellations after the above time as the order has been placed but can be cancelled by following our return/refund process guidelines as mentioned above.
demand
By ordering products through our website, you confirm your intent to enter into a contract with us to purchase those products at the prices indicated on the date and time you place your order. We reserve the right to change product prices from time to time, for example, during product promotions or if products are mispriced. If the corrected price of the products at the time of your order is higher than the price stated to you, we will contact you for instructions before accepting your order.
Please note that completing your online purchase or sending our confirmation email does not constitute our acceptance of your order. Your order is deemed accepted only upon delivery and payment in full. You can review your submitted orders and their current status at any time by visiting our website, clicking "Log in" at the top of the page, and then "Track Your Order."
If we are unable to supply the products you ordered or fail to fulfill your order for any reason, we will notify you. This may be because the product is out of stock or because we discover an error in the price of the product. If you have already paid for these products, we will refund the full amount to the card you used to pay as soon as reasonably possible.
# Always make sure to:
• Do not cut the carton or any packaging of the product so that you can return it smoothly and easily.
• You must have an account in the store to benefit from all return or exchange services.
note:
# The Madman team verifies the condition of the product before shipping, so the store disclaims any responsibility after the shipment is handed over to the shipping company.
Shipping time:
It takes from one to fourteen business days.
Large products are shipped to the customer's area and the customer picks them up from the shipping company's warehouse within his area.
All products do not include installation service.
Ensure the product is in good condition upon receipt from the shipping company. The store is not responsible if the customer does not confirm the product at the receiving location. The customer is considered to have received it in good condition. If there are any comments, the store must be contacted on the same day of receipt.
If the product is not received from the shipping company for more than (3) days, the store is not responsible and the customer bears the responsibility for the loss of the product.
For return or exchange, please contact us at: [email protected]
Color difference policy between the image or photography and the actual product:
The colors that appear on your screen may differ from the actual product colors due to several factors such as monitor settings, lighting during shooting, or manufacturing variations. We work hard to ensure the accuracy of the images displayed, but we recommend reviewing the detailed product description for the best buying experience.
