General Conditions
All occurrences involving exchange, return, or refund must be made within 7 (seven) calendar days from the delivery date and must be communicated to our email: Maditai is exempt from the obligation to respond to exchange or return requests for any product returned without prior notice, outside the deadline, or missing elements/accessories that were included.
Refund of Amount Paid
Maditai will refund the amounts paid using the same payment method chosen during the purchase process. The refund period depends on the card issuer. If only part of the order is being returned, the refund will be made via bank transfer to the buyer's account (under the conditions described below).
For purchases paid by bank slip, the refund will be made via bank transfer within 10 (ten) business days, to the buyer's current account only, which must be in the buyer's name. The account holder's ID must match the ID provided in the order. If the buyer does not have a current account that meets these conditions, the transfer may be made to a parent's account.
Refunds will only be processed after the product(s) are received and inspected at our Distribution Centre.
If the product is in transit, it is necessary to wait for its arrival in order to return it via post. Refunds will be processed only after the product is received and reviewed by our Distribution Centre.
Maditai is committed to your satisfaction. If you selected a product on our online store and upon receiving it, it was not as expected or arrived with a defect, we guarantee your right to an exchange, return, or refund in the following situations:
1 – Defective Product: Within 7 (seven) calendar days of receiving the product.
First, contact our Customer Service team and you’ll receive instructions on how to return the item. Once our team receives the parcel, we will inspect it to confirm that it meets the exchange or return conditions. If approved, we will proceed with the return process, and you will have two options:
Exchange: For any other product available in our stock.
Refund: Receive a full refund for the product.
Maditai is exempt from the obligation to respond to exchange or return requests for any product returned without notice, outside the deadline, or without required elements/accessories.
According to the Consumer Protection Code, the timeframe to process an exchange is up to 30 (thirty) calendar days from the date the product is received, in order to verify if the request meets our Exchange and Return Policy requirements. If approved, a replacement product will be shipped to the customer.
2 – I received the product, noticed a defect, and want to exchange it.
Maditai always strives for complete customer satisfaction. If the product meets the conditions mentioned above, please email us with your order details (full name, order number, email, phone number) and state the reason for exchange. Or contact us through the support channels listed in the footer of our website.
Make sure to check if the item meets the requirements mentioned in item “01”. If so, your request will be eligible.
3 – Do I need to pay to exchange the item?
It depends. This may vary depending on what occurred during the delivery process. Each case is reviewed individually to find the best solution. Exchanges may or may not involve shipping costs.
If the item is defective, Maditai will cover the full cost of the return. If the exchange is due to personal dissatisfaction (such as colour), the cost will be covered by the customer.
4 – I requested an exchange. When will I receive my new product?
As soon as we receive your item, we’ll begin the new delivery process. The shipping timeframe for the new product will be between 20 to 45 days, and you will receive a new tracking code to follow your delivery.
5 – I received the product but missed the exchange deadline. Can I still exchange it?
Unfortunately, no. Since the exchange deadline is clearly stated, we cannot process exchanges after this period. After 14 days from receipt, the order is no longer active in our system. That’s why we always recommend checking the product as soon as it arrives to facilitate any possible exchanges.
6 – I didn’t really like my purchase, but I found another product I love. Can I exchange it?
Yes, you can. If your order meets the requirements outlined in item “01”, simply email our Customer Service team and request an exchange. Include the link to the new product, and specify the desired colour and size.
If the new item costs more than the original, we’ll send you a payment link via CloudFox. If it costs less, we’ll refund the difference using the same platform.
IMPORTANT: For this type of exchange, the shipping cost to our distribution centre will be the customer’s responsibility. Maditai will cover return shipping costs only when the exchange is due to a defect or damage in the received item.
7 – I want to request an exchange, but I’ve changed my address. Can I update the shipping address?
Yes, you can, but you must inform us at the time you request the exchange. That way, we can update the shipping address with your new details before dispatching the replacement.
8 – I want to cancel my order, but it has already been shipped.
Yes, you can still cancel. However, once the product arrives at your address, you must refuse to accept the delivery. The parcel will then be returned to our stock, and your refund will be processed once the item is received in our warehouse.
Still have questions? We’re here to help! Get in touch with us.
24/7 support – we usually respond within a few hours
Email: maaditai@gmail.com