Refund policy

Refund & Returns Policy

Effective Date: 26 March 2026

A little note from Lio: "We put our heart into every brushstroke and every stitch. Please read this carefully so we're always on the same page because we care about getting it right for you."

1. Made with Love, Made for You

Every product at Madorah is made-to-order meaning it is created exclusively for you after your purchase. Because each piece is personalised and crafted from scratch, we are unable to accept returns or exchanges once an order has been confirmed and payment received.

We encourage all customers to review product details, size charts, and personalisation options carefully before placing an order. If you have any questions or doubts, please reach out to us before ordering we're always happy to help you make the right choice.

2. No Returns or Refunds

As a made-to-order brand, we do not accept returns or offer refunds for:

• Change of mind after placing the order
• Incorrect size selected by the customer
• Minor variations in colour, print placement, or finish due to the handmade and hand-painted nature of our products
• Personalisation errors made by the customer at the time of ordering

We urge you to double-check your size, colour preferences, and personalisation details before completing your purchase. All sales are final.

3. Damaged or Incorrect Products We'll Make It Right

We take quality very seriously. In the rare case that you receive a product that is damaged, defective, or incorrect (not what you ordered), we will gladly offer a resolution.

We offer the following remedies in such cases:

• A replacement of the same product
• Store credit in the form of a gift card

How to Raise a Claim

To be eligible for a replacement or store credit, you must:

• Record an unboxing video at the time of opening your package — this is mandatory and non-negotiable.
• The video must clearly show the sealed package, the unboxing process, and the issue with the product.
• Contact us within 24 hours of delivery at madorah.contactus@gmail.com.
• Include your order number, a description of the issue, and the unboxing video in your email.

Please note: Claims raised after 24 hours of delivery will not be accepted. Requests without a valid unboxing video cannot be processed under any circumstance.

4. Return Shipping (If Applicable)

In certain approved cases, we may request that the product be returned to us before a replacement or credit is issued.

• Return shipping costs will be borne by the customer.
• We strongly recommend using a trackable courier service, as Madorah will not be responsible for lost or undelivered returns.

Replacements or credits will only be processed once the returned product has been received and verified by our team.

5. Non-Refundable Situations

Refunds, replacements, or store credit will not be provided in the following situations:

• Incorrect size selection by the customer
• Change of mind after placing the order
• Minor variations due to the handmade and hand-painted nature of our products
• Damage caused after delivery
• Claims raised after 24 hours of delivery
• Claims without a valid unboxing video

6. Cancellations

Since production begins shortly after your order is confirmed, cancellations are generally not accepted. If you need to cancel for an unavoidable reason, please write to us immediately at madorah.contactus@gmail.com.

Cancellations can only be considered if production has not yet begun, and this will be at our sole discretion.

7. Need Help?

For any refund or return-related queries, please write to us at madorah.contactus@gmail.com. We aim to respond within 1–2 business days.

From Kiki: "We'd never send you on an adventure without the right gear. If something goes wrong on the way, tell us we'll do our best to fix it, together."