Last updated: August 7, 2026

At Madelives, many products are personalized or made specifically according to customer instructions.

This Refund Policy explains when an order may qualify for a replacement, correction, return, partial refund, or full refund.

Nothing in this policy excludes or restricts consumer rights that cannot legally be excluded.

1. Personalized and Made-to-Order Products

Personalized products are generally not eligible for return, exchange, cancellation, or refund because of:

• A change of mind;
• The recipient no longer wanting the item;
• Selecting the wrong size;
• Selecting the wrong color or style;
• Entering an incorrect name;
• Entering an incorrect date;
• Entering an incorrect message;
• Uploading the wrong photograph;
• Submitting a low-quality image;
• Customer spelling or punctuation errors;
• Normal differences between screen colors and the finished product;
• Minor production variations;
• Delivery after an estimated but non-guaranteed date.

Customers are responsible for reviewing all order and customization information before purchase.

2. Eligible Product Claims

Contact us if a product:

• Arrives damaged;
• Has a manufacturing defect;
• Is materially different from its description;
• Is the wrong product;
• Is the wrong size or color because of our error;
• Contains a customization error made by Madelives;
• Is missing a component;
• Is confirmed lost in transit;
• Is otherwise covered by mandatory consumer protections.

3. Available Remedies

Depending on the issue, available remedies may include:

• A corrected item;
• A replacement;
• Repair where appropriate;
• Store credit where agreed;
• Partial refund;
• Full refund;
• Another reasonable solution.

For a minor issue that can be corrected within a reasonable time, we may first offer correction or replacement.

Where applicable law gives the customer the right to choose a particular remedy, that legal right will apply.

4. Claim Period

Please contact us within 30 days after delivery.

Email:

[email protected]

The 30-day period is our customer service reporting procedure. It does not shorten any longer mandatory consumer guarantee or legal warranty.

5. Evidence Required

Include:

• Order number;
• Description of the issue;
• Photograph of the complete product;
• Close-up photographs;
• Photograph of the packaging;
• Photograph of the shipping label;
• Video where needed to demonstrate the issue.

We may request additional information reasonably necessary to assess the claim.

6. Return Authorization

Do not return an item without written authorization.

If a physical return is required, we will provide:

• The authorized return address;
• Return instructions;
• Any required reference information;
• Applicable shipping instructions.

The return location may differ from the sender address, correspondence address, or production facility.

Unauthorized returns may not be accepted or processed.

7. Return Shipping Costs

When a return is required because of:

• Our error;
• A verified manufacturing defect;
• Damage in transit;
• Another issue for which Madelives is responsible,

we will cover or reimburse reasonable return shipping costs where required.

For a discretionary return accepted outside mandatory legal rights, the customer may be responsible for shipping costs.

8. Items That May Not Qualify

A claim may be declined when:

• The product matches the approved order;
• The issue resulted from customer misuse;
• The customer damaged or altered the item;
• Incorrect personalization was submitted by the customer;
• The claim is fraudulent;
• Required evidence is not provided;
• The item shows normal wear;
• The concern relates only to minor expected variation;
• Delivery failed because of an incorrect customer address;
• The customer refused or failed to collect the shipment.

Each claim will be reviewed according to its individual circumstances and applicable law.

9. Order Cancellation

Cancellation requests should be sent within 2 hours after purchase.

Once design preparation or production begins, personalized orders may no longer be canceled.

A cancellation request is not approved until written confirmation is provided by Madelives.

10. Refund Method

Approved refunds are normally issued to the original payment method.

We do not control bank or payment-provider processing times.

After a refund is submitted, it may take approximately 5–10 business days to appear, depending on the payment provider.

11. Original Shipping Charges

Original standard or expedited shipping charges are normally non-refundable unless:

• The order was canceled before shipment;
• The refund results from our error;
• The complete order was defective or incorrect;
• Applicable law requires reimbursement.

12. Customs Charges

Customs duties, import taxes, brokerage fees, and carrier charges paid directly to third parties are generally not refundable by Madelives.

Customers may need to contact the authority or carrier that collected the charge.

13. Lost Packages

A package may be considered lost after:

• The carrier confirms loss;
• A carrier investigation is completed;
• A reasonable period passes without delivery or tracking movement.

If the shipment is confirmed lost, we may issue a replacement or refund.

14. Delivered but Not Received

If tracking shows “delivered,” please:

• Check mailboxes and safe locations;
• Ask household members;
• Ask neighbors;
• Contact the local carrier;
• Verify the shipping address;
• Allow up to 48 hours for possible premature carrier scans.

Contact us if the parcel remains missing.

A refund is not automatically guaranteed when the carrier confirms delivery to the address provided, but we will review the available evidence.

15. Chargebacks

Please contact us before filing a chargeback so we can attempt to resolve the issue.

Nothing in this section prevents customers from exercising legitimate rights through a payment provider, bank, consumer authority, or court.

16. Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or modifies:

• Statutory consumer guarantees;
• Legal warranties;
• Rights relating to unsafe products;
• Rights relating to damaged products;
• Rights relating to faulty products;
• Rights relating to products materially different from their description;
• Other rights that cannot legally be excluded.

17. Contact Us

Madelives Customer Support
Website: madelifes.com
Email: [email protected]

Do not send returns to our correspondence address without written authorization.