Though we have put in our best efforts to make sure you get the best, things may not work out the way we wanted to thus our refund policy explains what action you can take when the situation occurs.

1. Exchange or Returns

1.1. Our policy is effective for 30 days since the day you received your purchased products. We will not attend any request for exchange/refund beyond this policy period.

1.2. For any request for exchange or refunds, you may fill up our  Exchange/Refund Request form.

1.3. We will replace defective/damaged products at no extra cost to you within 30 days since the day you received your goods. If you need to exchange the defective product at a different color or size, you may make your request while you fill in our Exchange/Refund Request form.

1.4. If a replacement is not available for defective products, we will issue a refund instead.

1.5. You are responsible for any shipping fees associated with the return of defective product back to Madelkoh Shop and such fees will not be reimbursed back to you.

1.6. The time it takes for the exchanged product to reach you varies depending on shipping location.

1.7. We recommend you use a tracking service or purchase shipping insurance if the product you are shipping worth more than USD $75 as we do guarantee that we will receive your returned item.

2. Eligibility for refund

A product is eligible for a refund if:
• Reasons for refund, an invoice/proof of your purchase, your full name, email address, and order number are provided.
• The product is unused and is in the same condition that you have received it
• Product original packaging is intact.

3. Exemption

Products are non-refundable if:
• They are intimate or sanitary in nature like undergarments etc due to hygiene reason.
• They are health and personal care products.
• They are perishable goods like non-rechargeable batteries, food, tissue papers, etc.
• They are gift cards or downloadable virtual products like software, video, eBook, etc.
• They are not in their original condition, is damaged or have missing parts/ accessories for reasons not due to our fault.
• Refund request is made after the effective period of our refund policy.
• They are Clearance Sales items.

4. Change of Order/Order Cancellation

Any change of order or cancellations must be made within 24-hrs after order is made. Once the order is processed, it cannot be changed/canceled. For order cancellation, please fill in our contact form and choose Order Cancellation as the reason for contacting us.

5. Partial Refund
A product will not receive a full refund if:
• It is not in its original condition
• It is identified that the product is damaged by the customer.
• It is returned with missing, damaged parts or accessories.

6. Our Refund Process

6.1. Fill in our Exchange/Refund Request form and provide the following details:
• Your Full Name
• Your Order Number
• Your Email Address
• Reasons for refund
• JPEG images of defects (if applicable)

6.2. Once the refund process is initiated, we will email you a return address label. Please use this label when sending your product back to us.

6.3. We will process your refund only after your return product reaches us.

6.4. We will inspect your return product once it is received. A notification email will be sent to update you that we have received your return product and whether your refund request is approved.

6.5. Approved refund requests will be processed automatically. The refunded amount will be credited back to the original credit card used to purchase the refunded product, or the payment mode used to purchase the refunded product.

7. Lost Order

7.1. Please contact us within 60 days, from the date of purchase if your item is not received by filling in our contact form. A replacement or refund order cannot be processed beyond this period.

7.2. Please provide us the following details if you are contacting us for lost purchases:
• Your Full Name
• Your Order Number
• Your Email Address
• Your Delivery Address

7.3. It is the customer’s responsibility to ensure that delivery details are entered correctly and completely when placing orders. Madelkoh Shop is not responsible for lost order due to error/incomplete delivery details provided.

8. Refunds not credited

8.1. It may take up to 4 weeks for your return item to reach us. We will process your refund within 7-10 working days once we received your return item. As it will take some time for the funds to be credited back to your account, please check with your bank, payment or credit card company if your refund is not received.

8.2. For credit card payments, the refund will usually be reflected in your next month’s credit card statement.

8.3. If you have not received your refund and it is verified with your bank, payment or credit card company that your refund is not received please contact us by filling in our contact form. We will do our best to assist you.


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