Returns & Refunds

Last Updated: August 4, 2026

At Maddune Charm, customer satisfaction is one of our highest priorities. We want you to shop with confidence, knowing that we are committed to providing quality beauty and personal care products along with excellent customer service. If, for any reason, you are not completely satisfied with your purchase, this Returns & Refunds Policy explains the conditions under which returns, exchanges, and refunds may be requested. By placing an order through our website, you agree to the terms outlined in this policy.

We accept return requests for eligible products within 30 days of the date your order is delivered. To qualify for a return, the item must be unused, unopened, in its original condition, and returned in its original packaging with all labels, accessories, and any included documentation. A valid proof of purchase, such as your order confirmation or receipt, is required for all return requests. Products that have been used, damaged after delivery, altered, or returned without their original packaging may not qualify for a refund or exchange.

Due to hygiene and safety considerations, certain products cannot be returned once opened or used unless they arrive damaged, defective, or incorrect. These include, but are not limited to, opened cosmetics, skincare products, fragrances with broken seals, personal care items, essential oils, grooming products, and any other products identified as non-returnable at the time of purchase. Gift cards, clearance items, final sale products, and promotional items are also non-refundable unless otherwise required by applicable law.

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery by emailing support@maddune.com. To help us resolve the issue as quickly as possible, please include your order number, a detailed description of the problem, and clear photographs of both the product and its packaging. Once your request has been reviewed, we will determine the appropriate solution, which may include a replacement, exchange, store credit, or a full refund depending on the circumstances.

To initiate a return, you must first contact our customer support team for return authorization. Returns sent without prior approval may be refused or experience processing delays. After your return request has been approved, you will receive instructions on how and where to send the item. Customers are responsible for ensuring that returned products are packaged securely to prevent damage during transit.

If the return is the result of our error, such as receiving a damaged, defective, or incorrect product, Maddune Charm will cover the reasonable return shipping costs where applicable. If you are returning an item because you changed your mind, ordered the wrong product, or no longer need the item, you will generally be responsible for the cost of return shipping unless otherwise required by applicable consumer protection laws. Original shipping charges are generally non-refundable unless the return is caused by our mistake.

Once your returned item has been received and inspected, we will notify you of the outcome of your return request. If your refund is approved, it will be processed using your original payment method. Depending on your bank, credit card provider, or payment service, it may take approximately 5 to 10 business days for the refunded amount to appear in your account after the refund has been issued.

If you wish to exchange an item, exchanges are generally available only for products that arrive damaged, defective, or incorrect. If an exchange is approved and the requested replacement is unavailable, we may offer an alternative product of similar value or issue a refund at our discretion.

Orders may only be cancelled before they have entered processing or been shipped. Once an order has been processed or dispatched, it can no longer be cancelled. If you no longer wish to keep the item after delivery, you may request a return in accordance with this Returns & Refunds Policy.

If you believe your refund has not been received, we recommend first checking your bank account and contacting your payment provider, as processing times may vary. If sufficient time has passed and you still have not received your refund, please contact our customer support team, and we will be happy to assist you.

Customers residing within the European Union may have additional statutory rights under applicable consumer protection laws, including withdrawal rights for eligible purchases. Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights granted to consumers under applicable law.

Maddune Charm reserves the right to refuse returns that do not meet the conditions described in this policy or where there is evidence of misuse, abuse, fraudulent activity, or violation of our Terms & Conditions. We also reserve the right to update or modify this Returns & Refunds Policy at any time. Any changes will become effective immediately upon publication on this page, and the updated revision date will be displayed at the top of this policy.

If you have any questions regarding returns, refunds, exchanges, or your order, please contact us using the information below.

Maddune Charm
2090-105, Santarém, Portugal

Email: support@maddune.com