Refund policy

Refund Policy

This Refund Policy explains when and how money is returned to you. It works together with our Return Policy (which covers sending items back) and does not limit your mandatory rights under EU consumer law.

1. When you are entitled to a refund

You may receive a refund when:

  • you exercise your 14-day right of withdrawal (EU Directive 2011/83/EU) and return the item in line with our Return Policy;
  • the item is faulty, damaged on arrival, or not as described (legal guarantee of conformity, Directive (EU) 2019/771);
  • your order qualifies for transit-loss coverage (see section 5);
  • we cancel an order on our side (e.g. out of stock or a pricing error).

In line with Directive (EU) 2023/2673 (applicable from 19 June 2026), withdrawing from a purchase — and therefore requesting the related refund — can be done easily through our online withdrawal function or by emailing info@trymadera.com.

2. Refund amount

  • Full refund of the product price for valid withdrawals returned in original, unused condition, and for faulty/incorrect items.
  • Partial refund where an item is returned used, scratched, damaged, or incomplete (missing case/packaging): we may deduct an amount reflecting the diminished value (Art. 14 Dir. 2011/83/EU).
  • Original standard delivery cost is refunded for faulty/incorrect items. For change-of-mind withdrawals, return shipping is paid by the customer and is not refunded.

3. How refunds are issued

  • Refunds are made to the same payment method used for the order, at no extra cost to you.
  • For withdrawals, we may withhold the refund until the goods are received back, or until you provide proof of return, whichever is earlier.

4. Refund timing

  • Approved refunds are processed within 14 days.
  • Depending on your bank or payment provider, the amount typically appears within 5–10 business days after processing.

5. Cases where refunds are not issued

  • Wrong/incomplete address: orders not delivered, returned to sender, or lost due to an incorrect, incomplete, or outdated address provided by the customer are not refunded (we can re-ship at the customer's cost).
  • Refused or uncollected parcels where the fault lies with the customer.
  • Outside the return window (except faulty goods under the legal guarantee).
  • Final-sale items and gift cards (where clearly marked).
  • Returns showing misuse, or refund requests linked to a pattern of abuse or fraudulent chargebacks, may be declined to the extent permitted by law.

6. Chargebacks

If you believe there is an issue with a charge, please contact us first at info@trymadera.com — we resolve most cases within 24–48 hours. Opening a chargeback without contacting us may delay resolution.

7. Contact

Questions about a refund? Email info@trymadera.com with your order number.