Refund policy

Thank you for shopping at Madeline's. We appreciate the trust you place in us when purchasing artisanal food products through our marketplace.

FOOD PRODUCTS RETURN POLICY

Due to the perishable nature of food products and food safety regulations, we generally cannot accept returns of food items once they have been delivered. This policy exists to ensure the safety and quality of all products sold through our marketplace.

QUALITY GUARANTEE

While we don't accept returns on food items, we do stand behind the quality of all products sold on our marketplace:

  • Damaged or Defective Items: If you receive products that are damaged upon arrival or defective in any way, please contact us within 48 hours of delivery with photos of the damaged items and packaging.
  • Incorrect Orders: If you receive incorrect items or if your order is missing products, please contact us within 48 hours of receiving your order.
  • Quality Concerns: If you have concerns about the quality of products received, please contact us as soon as possible with details about the issue.

In these cases, we will work directly with you and our vendors to find an appropriate resolution, which may include replacement products, store credit, or a refund at our discretion.

NON-FOOD ITEMS

For non-food items (such as kitchenware, books, or other merchandise) that may be available on our marketplace:

  • Items must be in original, unused condition with all original packaging and tags
  • Return requests must be made within 14 days of delivery
  • Approved returns must be shipped back within 7 days of approval
  • Return shipping costs are the responsibility of the customer unless the return is due to our error

EXCEPTIONS / NON-RETURNABLE ITEMS

The following items cannot be returned under any circumstances:

  • All perishable food products
  • Custom or personalized orders
  • Gift cards
  • Downloadable products
  • Items marked as final sale or clearance

REFUND PROCESS

For approved refunds:

  1. Once we receive and inspect the returned item (for non-food products) or verify the issue (for food quality concerns), we'll notify you about the status of your refund.
  2. If approved, your refund will be processed to the original method of payment within 10 business days.
  3. Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

EUROPEAN UNION 14-DAY COOLING OFF PERIOD

For customers in the European Union, in accordance with EU consumer law, you have the right to cancel your order within 14 days without giving any reason. However, this right does not apply to perishable goods such as food items. For non-food items, the 14-day period will expire after 14 days from the day on which you acquire physical possession of the goods.

CONTACT US

If you have any questions about our return policy or need to report an issue with your order, please contact us at:

Email: info@madelines.co

We aim to respond to all inquiries within 1-2 business days.