Return & Refund Policy

Returns Made Clear, Before and After Delivery

We want every Madenwell order to arrive in excellent condition and fit your home as expected. Please review this policy carefully before purchasing, especially for oversized items such as bathtubs, vanities, mirrors, and other freight-delivered products.

Cancellation Window Within 24 hours

Return Request Window Within 30 days

Unopened Buyer’s Remorse Return 25% return fee

Installed or Damaged Packaging Not returnable

Order Cancellation

Orders may be cancelled free of charge within 24 hours after the order is placed, as long as the order has not been processed, packed, shipped, or scheduled with a freight carrier.

Please contact our customer service team before requesting cancellation.
If the cancellation is approved, a full refund will be issued to your original payment method.
After 24 hours, orders cannot be cancelled because warehouse processing, carrier booking, or freight scheduling may have already started.

Return Eligibility

We accept return requests within 30 days after delivery. To be eligible, the item must be in brand-new, resellable condition.

Eligible for Return	Not Eligible for Return
Unused, uninstalled products in original, undamaged packaging with all accessories included.	Products that have been installed, used, damaged, cleaned, altered, cut, drilled, painted, assembled, or modified in any way.
Unopened buyer’s remorse returns approved by our support team within 30 days.	Products with damaged, missing, discarded, written-on, taped-over, or incomplete original packaging.
Approved returns shipped back to the correct return location with return authorization.	Unauthorized returns, returns sent to the wrong location, clearance items, custom items, final-sale items, gifts, or items marked as non-returnable.

Important Packaging Rule

Products with damaged packaging cannot be returned or exchanged. Please keep all original packaging, including cartons, pallets, foam, corner guards, straps, inserts, manuals, and accessories, until you are fully satisfied with the product.

Unopened Buyer’s Remorse Returns

If you change your mind and the product is still unopened, unused, uninstalled, and in its original undamaged packaging, you may request a return within 30 days of delivery.

A 25% return fee will be deducted from the product refund.
Return shipping costs are the customer’s responsibility.
Original shipping surcharges, remote-area fees, freight service fees, and white-glove service fees are non-refundable.
The return must be approved before the item is shipped back.

Oversized Products & Bathtub Returns

Oversized products, including bathtubs and other freight-delivered items, require special handling. These products are heavy, fragile, expensive to transport, and must remain in their original packaging until inspection and installation planning are complete.

Bathtubs and oversized freight items are not returnable once installed, used, moved into installation, altered, or removed from their original protective packaging.

Do not discard the pallet, crate, carton, foam, corner protection, straps, or any original packaging until the item has been fully inspected.
Do not install the product before checking size, finish, drain location, access path, and visible condition.
Products that have been installed, test-fitted, drilled, cut, scratched, damaged, or modified cannot be returned or exchanged.
Freight returns must be approved and scheduled through our support team. Do not ship oversized products back without written authorization.
Unauthorized freight returns may be refused and may result in additional shipping, storage, or handling fees.

Damaged Freight Delivery

Please inspect oversized items before signing the delivery receipt. If the packaging is severely damaged or the product appears damaged, take photos immediately and follow the steps below.

If visible damage is found at delivery, write the specific damage on the delivery receipt and refuse the shipment when appropriate.
Do not sign the delivery receipt as received in good condition if the product or packaging appears damaged.
If the driver does not allow inspection, note this on the delivery receipt when possible.
Take clear photos of the outer box, shipping label, tracking label, all sides of the packaging, inner packaging, and the damaged area of the product.
Send photos, videos if available, the tracking number, and your order number to our customer service team as soon as possible.

Claims After Signing

If damage is not noted on the delivery receipt and the shipment is signed as received in good condition, carrier claims may be denied. Please inspect carefully before signing.

Products Damaged During Installation

We are not responsible for damage caused during installation, handling, moving, assembly, plumbing work, electrical work, cutting, drilling, or improper use. This includes, but is not limited to, cracks, chips, scratches, dents, finish damage, broken parts, or installation-related defects.

We strongly recommend hiring a qualified professional installer for bathtubs, vanities, lighting, mirrors, and other products that require professional handling or installation.

Non-Returnable Items

Products returned without our written approval.
Products returned more than 30 days after delivery.
Installed, used, assembled, altered, cleaned, damaged, or modified products.
Products with damaged or missing original packaging.
Custom-made products, clearance items, final-sale items, gifts, and items marked as non-returnable.
Products damaged during return shipping due to poor packaging or customer handling.
Products sent to the wrong return address or returned by freight collect/COD service.

Unable to Deliver, Refused Delivery & Missed Appointments

If a delivery fails because of an invalid address, unreachable phone number, missed appointment, no one available to sign, refusal without an approved reason, or delivery access restrictions not disclosed before shipment, the customer may be responsible for additional shipping, redelivery, return freight, storage, and handling fees.

Please do not refuse a shipment simply because you want to return the product. Contact our customer service team first so we can provide the correct return instructions.

How to Request a Return

To request a return, please contact our customer service team through our contact page and include the following information:

Your order number.
The reason for the return.
Clear photos of the product.
Clear photos of the original packaging.
Photos or video showing that the product is unused, uninstalled, and undamaged.
For damaged delivery claims, photos of the shipping label, outer packaging, inner packaging, damaged area, and delivery receipt if available.

Please wait for approval before returning any item. Returns sent without authorization may be refused and may not be eligible for refund.

Return Review & Refund Timeline

After your return request is submitted, our team will review it within 48 hours.
Approved returns must be shipped to the return location provided by our customer service team.
Please allow 7–14 business days for the return shipment to arrive at our warehouse.
After the product is received, our warehouse will inspect the item and confirm whether it meets the return conditions.
If approved, the refund will be issued to your original payment method.
Please allow 2–10 business days for your bank, credit card provider, or payment institution to process the refund.

Refund Amount

Refunds are based on the product condition, return reason, and whether the item meets our return requirements.

Return Scenario	Refund Rule
Approved unopened buyer’s remorse return	Product price minus a 25% return fee. Customer is responsible for return shipping.
Approved return due to our error or verified shipping damage	We will review the case and provide a replacement, exchange, parts solution, or refund depending on the situation.
Installed, used, altered, damaged, or packaging-damaged item	Not eligible for return, exchange, or refund.
Unauthorized return or item returned to the wrong location	May be refused, delayed, or subject to additional handling, shipping, and restocking fees.

Exchanges

Exchanges may be available for eligible products that are unused, uninstalled, unmodified, and in original undamaged packaging. For damaged, defective, or incorrect items, please contact us with photos and your order number so our team can review the case.

Installed products, products with damaged packaging, and products damaged during installation are not eligible for exchange.

Frequently Asked Questions

Can I return a product if I already opened the box?

Opened items may only be considered if the product is unused, uninstalled, undamaged, complete with all accessories, and the original packaging is still complete and undamaged. If the packaging is damaged, missing, or discarded, the product cannot be returned or exchanged.

Can I return a bathtub after installation?

No. Bathtubs and oversized items cannot be returned or exchanged after installation, test fitting, modification, damage, or removal from their original protective packaging.

Do you charge a return fee?

Yes. Approved unopened buyer’s remorse returns are subject to a 25% return fee. Return shipping costs are the customer’s responsibility.

What should I do if my item arrives damaged?

Do not sign as received in good condition if visible damage is present. Note the damage on the delivery receipt, take clear photos and videos, keep all packaging, and contact our support team as soon as possible.

Can I send the item back without contacting you?

No. All returns must be approved before shipping the item back. Unauthorized returns may be refused and may not be eligible for refund.

Last updated: June 2026