Refund policy

Returns

• We stand by our products and want you to be completely satisfied with your purchase. Items purchased directly from our website can be returned or exchanged within 14 days of receipt, with some exceptions noted below.
• To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 
• We are unable to accept returns or exchanges on customized or personalized items, earrings, sale items, gift cards or products you didn’t purchase directly from our website. If you made your purchase from one of our retail partners, you’ll need to return it there within the guidelines of their return policy. Please get in touch if you have questions or concerns about your specific item. 
• Buyers are responsible for return shipping costs.
• To start a return, please send an email to Linda@madeonmaidstone.com with your order number and reason for return. 

Damages and Issues

• We do our best to ensure that all orders are packaged securely but occasionally things happen in transit which are out of our control. If your order arrives damaged, please email us within 2 days of receipt at Linda@madeonmaidstone.com with your order number and a photo of the item’s condition. We address damages on a case-by-case basis but will try our best to work towards a satisfactory‬ solution. 
• If UPS is at fault for the damage, we will file an insurance claim on your behalf but you may be required to present the original package and contents at your local UPS Store for inspection. Please retain all packaging and contents.
• If your item is defective, or if you receive the wrong item, please contact Linda@madeonmaidstone.com so that we can evaluate the issue and make it right.

Refunds

• We will notify you once we’ve received and inspected your return.
  
• Processing fees will not be refunded for payments made by PayPal or credit card. PayPal and Shopify do not refund transaction fees paid by the seller when refunds are issued. Therefore your refund will be the price of the item you are returning less transaction or credit card processing fees.
• If approved, a refund will be issued to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. 
• If more than 15 business days have passed since we’ve approved your return, please contact Linda@madeonmaidstone.com.

Exchanges

• The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
• Gifts can be exchanged for another item of equal value or store credit

If you have any further questions, please contact Linda@madeonmaidstone.com.

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