Returns & Exchanges

At MAD Apparel, we want you to be completely satisfied with your purchase. This policy explains your rights regarding returns, refunds, damaged items, and cancellations.

Your Right of Withdrawal

If you are a consumer located in the United Kingdom or European Union, you have the legal right to cancel your purchase within 14 days of receiving your order without giving any reason.

To exercise your right of withdrawal, you must notify us within 14 days of receiving your order by contacting us through our Contact Page or by email.

After notifying us, you have a further 14 days to return the item.

Conditions for Returns

To be eligible for a refund, items must:

✔ Be returned within the required timeframe.

✔ Be unworn, unwashed, and unused.

✔ Be returned in their original packaging where possible.

✔ Include proof of purchase.

Any handling beyond what is reasonably necessary may result in a deduction from your refund.

Return Shipping Costs

Unless the item is faulty, damaged, or incorrectly supplied, customers are responsible for the cost of returning goods.

We recommend using a tracked service or obtaining proof of postage, as we cannot be responsible for items lost during return transit.

Refunds

Once your return has been received and inspected, we will process your refund within 14 days.

Refunds will be made using the same payment method used for the original purchase.

Where the return is made under your legal right of withdrawal, we will refund:

✔ The purchase price of the goods.

✔ The original standard delivery charge paid at checkout.

Any additional premium delivery charges selected by the customer are not refundable.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon arrival.

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery and provide:

✔ Your order number.

✔ A description of the issue.

✔ Photographic evidence where applicable.

If the item is confirmed as faulty, damaged, or incorrectly supplied, we will provide a replacement, refund, or other appropriate remedy at no additional cost to you.

Personalised and Custom-Made Products

Some products offered by MAD Apparel may be personalised or custom-made according to your specifications, including (but not limited to) custom text, names, dates, images, or bespoke design requests.

Because these products are made specifically for you, they are exempt from the statutory right of withdrawal under applicable UK and EU consumer protection laws.

Once production of a personalised or custom-made item has begun, the order cannot be cancelled, returned, or refunded unless:

The item is faulty.

✔ The item is damaged upon delivery.

✔ The item differs materially from the approved design or specifications provided by the customer.

Customers are responsible for ensuring all personalisation details, spelling, dates, sizing, and design information are correct before submitting their order.

Nothing in this section affects your statutory rights relating to faulty, damaged, or incorrectly supplied goods.

Order Cancellations

For standard (non-personalised) products, customers may exercise their legal right of withdrawal within 14 days of receiving their order as outlined in this policy.

Where possible, orders may be cancelled before dispatch by contacting our support team.

For personalised or custom-made products, cancellation requests can only be accepted before production has commenced. Once production has begun, the order cannot be cancelled as the product is being manufactured specifically to your requirements.

This does not affect your statutory rights in relation to faulty, damaged, or incorrectly supplied goods.

International Orders

Customers outside the UK may be responsible for customs duties, taxes, and import charges imposed by their local authorities.

We are not responsible for customs charges incurred on returned international orders and reserve the right to deduct such costs where permitted by law.

Contact Us

If you have any questions regarding returns, refunds, or cancellations, please contact our support team through our Contact Page and we will be happy to assist.

Last Updated: June 2026