Refund and Return Policy
1.Eligibility for Returns and Refunds
We want you to be satisfied with your purchase from mademira.com. You may request a return and refund if: (a) The product is defective or damaged upon receipt (e.g., cracked glass, faulty printing, broken frames); (b) The product is significantly different from the description on mademira.com (e.g., wrong size, wrong design, incorrect color); (c) You received the wrong product.
All return requests must be submitted within 14 calendar days of the delivery date.
To initiate a return, please contact our customer support with your order number, photos of the product (and packaging, if damaged), and a detailed description of the issue.
2.Non-Returnable Items
The following items are non-returnable and non-refundable: (a) Customized tempered glass wall art (including personalized designs, custom sizes, or custom colors), as these products are made to your specific requirements; (b) Used or installed products (e.g., glass art that has been hung on a wall); (c) Products damaged by improper handling, installation, or use; (d) Products returned without original packaging or with missing parts; (e) Sale or clearance items (unless they are defective).
3.Return Process
Customers are allowed to cancel orders within 24 hours after order placement. We will complete internal order arrangement and processing within 24 hours after confirming customer payment. Customers can cancel their orders as long as the cancellation application is submitted before goods delivery and within the valid order cancellation period stipulated on the website. Once the goods are dispatched, order cancellation applications will not be accepted anymore.
4.Return Shipping Costs
Once your return request is approved by our customer support, we will send you a return authorization (RA) number and detailed return instructions. You must include the RA number on the return package. The return package must be shipped within 5 days of receiving the RA number.
Return Address: Flat 1506, 15/F, Cheung Fung Comm Bldg, 21-25 Cheung Sha Wan Road, Sham Shui Po, Hong Kong
You are responsible for packaging the product securely to prevent further damage during return shipping. We recommend using a trackable shipping method and insuring the package, as we are not liable for lost or damaged returns.
5.Inspection and Refund Processing
Upon receiving your returned product, we will inspect it to verify the issue. This inspection may take 3-5 business days. If the return is approved (i.e., the issue is confirmed to be our fault), we will issue a refund to the original payment method within 5-10 business days. The refund amount will include the product price and any applicable shipping fees (if the return is due to our error). Please note that refund processing times may vary depending on your bank or credit card issuer.
6.Exchanges
If you wish to exchange a defective or incorrect product for the same product (or a different product, if available), please contact our customer support to initiate the exchange process. Exchanges are subject to product availability. If the exchanged product has a different price, you will be responsible for paying the difference (if the new product is more expensive) or receiving a refund for the difference (if the new product is cheaper).