Refund Policy

Exchanges and returns

In case the products you purchased are not to your liking or are not what you expected, you can request an exchange within a period of no more than 24 hours after receiving your package and you must send the product back to our facilities within a period of 7 days.

The product can only be exchanged for another product or size.

Returns are only accepted if the product you purchased arrived damaged or in poor condition. In this case, the customer must file a claim within a period of no more than 24 hours after receiving their package.

Considerations

In order for a return or exchange to be accepted, the customer must consider that the product they wish to return is not used, must be in the same condition as when they received it and returned in the original packaging. It is essential that you present proof of purchase. Accessories that are damaged or have faults beyond our control cannot be exchanged.

Anything required for exchange or return must be submitted within 7 days of purchase or it will not be processed for exchange or return. Products purchased on sale or with a discount do not qualify for exchange or return.

How do I generate an exchange or return?

Send an email to contacto@madelona.com with the following information:

Subject: Return or exchange.

Order number. Your full name, phone number and describe the problem you found with your products or the reason why you want to make the exchange or return. Attach photos that can give us the details. Comment on which product or size you would like to make the exchange for.

• Once we receive your email, one of our team members will be in charge of your case and will contact you within a period of no more than 48 hours.
• You will receive an email notifying you whether your exchange or return was approved or rejected. If necessary, you will be asked for additional information.
• If your application is accepted, we will tell you what the options are:
• Exchange: If there is another accessory in stock, once we receive the package we will send you your new product in perfect condition.
• Returns: If there is no other similar accessory in stock, once we receive your package, we will schedule a return. When the return process is complete, you will receive a confirmation email with the tracking number for your new accessory or with your return receipt.

Shipping for exchange or return

• To exchange or return a product, you must send it to our facilities.
• The customer is responsible for paying shipping costs for exchange or return.
• In case of exchange, shipping depends on your location.
• Consider using a guide