If you discover a fault with the item(s) you have received, please Contact Us straight away and our Customer Service Representatives will try to resolve the issue for you as soon as possible.
If you are not satisfied with your items and ask for a refund, unfortunately we cannot readily accept all returns for any products. If the style, color and size does not meet your standard, we apologize that it will not be acceptable reasons. Please take this into consideration before you check out. If you have any questions about our product, please go to Contact Us , our Customer Service team is delighted to help.
Should you discover any faulty item(s) that you have received and wish to return them, please refer to the guideline below and Contact Us explaining the reason for your return request, within 7 days from receiving your order. NO returns will be accepted after this date. Initial shipping cost is non-refundable.
Once we authorize your return request, we will provide you with a case number for returning the order.
Exchanges/returns will be processed upon receipt of the regarding item(s). Acknowledgement of receipt will be sent electronically following the evaluation process, stating the outcome and whether the item is eligible for exchange or refund.
Your refund will be credited back to your account used to make the purchase. Refunds may take up to 14 days, depends on the card issuer’s or payment gateways’ refund processing time.
Please refer to the following criteria as a guideline for our exchange/returns policy:
• Include our Return Item(s) in its original condition with your assigned Case Number.
• Items must not be damaged.
• Items must be in new/original condition with all labels and packaging attached.
• Orders must be returned within 14 days from receiving your package.
• All full price items are eligible for only a one-time exchange.
• Exceptions and other conditions will be noted within the item description.
• Evaluation process may take up to 14 days from receipt.
• Sales/Discounted item(s) are not eligible for return.
• All returns will be refunded in through your original form of payment.
• Upon dispute, MADNESS reserves the right to make the final decision on all return cases.
Excluded Return Items
• Accessories (Jewelry, Pins, Keychains, Watches, Umbrellas, Sunglasses)
• Bags (including Wallets, Cases)
• Belts and Knitwear
• Underwear and Swimwear
• Electronic Devices
• Books and Prints (Stickers, Stationery)
• Home (Candle, Carpet, Towel, Toys)
We have made every effort to display as accurately as possible the colors of our products that appear on MADNESS. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.
Please note that customers are responsible for all the fees involved for returning items. Therefore, it is recommended that the customer take necessary precautions by using registered and traceable services when returning the package.
We will provide you with a postal address for returning the package via email.
Incorrect item, missing item or faulty item
If you believe there is a fault with an item you have received, please contact us as soon as you discover the issue to start the exchange/returns procedure and we will do our best to resolve the problem. A replacement will be sent where the item is still available. Under these circumstances, the shipping cost of the replacement where items are missing, or the return shipment where an incorrect or faulty item has been received will be covered by MADNESS.
All sales and discounted orders are final and can not be cancelled. We do not accept returns or exchanges for sales, discounted and promotion items.
No cancellation, exchange or refund could be made once the orders are completed and confirmed.
For general enquiries/online enquiries, please go to Contact Us, our Customer Service team is on hand to support.
Business Hour :
Monday-Friday 10:00am - 6pm (Hong Kong GMT+8)