Refund & Return Policy

At Madera we want you to love your sunglasses. This policy explains your statutory rights and the conditions for returns and refunds. Nothing in this policy limits the mandatory consumer rights you have under EU law.

2.1 Your right of withdrawal (14 days)

Under the EU Consumer Rights Directive (Directive 2011/83/EU), if you are a consumer you have the right to withdraw from your purchase within 14 days of the day you (or a third party indicated by you) receive the goods, without giving any reason.

In line with Directive (EU) 2023/2673, applicable from 19 June 2026, we provide an easy online withdrawal function: you can notify us of your withdrawal at any time through the "Withdraw from purchase" option on our website or by emailing info@trymadera.com. Withdrawing is never more complicated than ordering.

To meet the withdrawal deadline, it is enough to send your communication before the 14-day period expires.

2.2 Effects of withdrawal

If you withdraw, we will reimburse the price of the returned item(s).

• We may withhold reimbursement until we have received the goods back, or until you have supplied proof that you have sent them back, whichever is earliest.
• We will issue the refund using the same payment method you used, at no extra fee.
• Return shipping costs are borne by the customer, unless the item is faulty or not as described.
• You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning (Art. 14 Dir. 2011/83/EU). Sunglasses returned scratched, worn, damaged, or without their original case/packaging may receive a reduced refund reflecting that loss of value.

2.3 Return conditions

To be eligible for a return, items must be:

• returned within the 14-day window;
• unused and in the same condition you received them;
• complete with the original case, cloth, and packaging.

Send returns to [ASK for Return Address Writing to info@trymadera.com]. We recommend using a tracked service — we cannot be held responsible for return parcels that are lost on their way back to us.

2.4 Faulty or incorrect items

If you receive an item that is defective, damaged, or not what you ordered, contact us within 14 days of delivery at info@trymadera.com with your order number and photos. We will arrange a free replacement or full refund as required by law (legal guarantee of conformity, Directive (EU) 2019/771).

2.6 Non-delivery due to customer error

We do not refund or replace orders that fail to be delivered because of an incorrect, incomplete, or outdated shipping address, a refused delivery, or repeated failure to collect the parcel, where the fault lies with the customer.

2.7 Exclusions & abuse prevention

• Returns requested after the 14-day window may be declined (except for faulty goods under the legal guarantee).
• We reserve the right to refuse returns showing signs of misuse, or to limit service to customers with a pattern of excessive or abusive returns or fraudulent chargebacks, to the extent permitted by law.
• Gift cards and final-sale items (where clearly marked) are not eligible for change-of-mind returns.

2.8 Refund timing

Once approved, refunds are processed within 14 days and typically appear on your statement within 5–10 business days, depending on your provider.

For any return question, contact info@trymadera.com.