Refund policy
RETURN & REFUND POLICY
Last updated: August 2025
At Madison Cards, every deck, product, and download is created with care and quality in mind.
We want you to enjoy your purchase — but we also need to protect our artists, limited-run stock, and digital intellectual property.
This policy explains when and how returns, replacements, and refunds apply.
By placing an order, you agree to this Return & Refund Policy, which works alongside our Terms of Service and Shipping Policy.
1. General Policy
We accept returns and offer refunds or exchanges only where:
- The item arrives damaged or defective, or
- You received the wrong item.
In such cases, please contact team@madison.cards within 7 days of delivery.
You will be asked to provide your order number and clear photos of the issue so we can resolve it quickly.
2. Non-Returnable & Non-Refundable Items
Certain items and orders cannot be returned, refunded, or exchanged. These include:
- Digital downloads (tutorials, books, artwork, or any downloadable content)
- Sale or discounted items
- Custom-made, personalised, or made-to-order products
- Pre-sale items (once ordered and paid for, these are final)
- DDU (Delivered Duty Unpaid) orders that are refused, unclaimed, unpaid, or destroyed by customs due to non-payment of import duties or taxes
Once these items are purchased, the sale is considered final.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
- Contact us within 7 days of delivery at team@madison.cards.
- Provide your order number and photos of the issue.
- We’ll review your claim and, if accepted, offer one of the following at our discretion:
- A replacement of the same product (subject to stock availability), or
- A refund for the affected item(s).
If a return is required, we’ll provide return instructions and may cover or reimburse reasonable postage costs.
4. Pre-Sale Orders
Pre-sale purchases secure stock in advance and are non-refundable and non-cancellable before dispatch.
Estimated shipping dates are for guidance only and may vary.
If a pre-sale item is damaged or incorrect once received, the same process in Section 3 applies.
5. Refunds for Approved Returns
Once a return is received and inspected, we’ll email you to confirm approval or rejection of your refund.
If approved:
- Refunds will be processed to your original payment method within 5–10 working days.
- Shipping fees (original and return) are non-refundable, unless the item was faulty or sent in error.
If your return is not approved (e.g., the item shows signs of use, damage, or alteration), the goods may be sent back to you at your expense.
6. Digital Downloads
All sales of digital downloads are final.
Once your digital purchase has been fulfilled (e.g., a file sent or link delivered), you cannot cancel or request a refund.
By purchasing digital products, you expressly waive your statutory right to a 14-day cooling-off period under the Consumer Contracts Regulations 2013.
7. Customs Duties and Refused Deliveries
For international orders shipped DDP via FedEx, all duties and taxes are prepaid and included.
For older or pre-sale orders shipped DDU via MHI, the customer is responsible for paying import duties and taxes to their local customs authority.
If you refuse to pay these charges or the parcel is returned or destroyed by customs:
- No refund will be issued.
- We may, at our discretion, offer reshipment if the parcel is returned to us in good condition, with new shipping fees paid in full.
8. Time Limits
You must notify us of any issue within 7 days of receiving your order.
We cannot process claims made after this period unless required by law.
9. Refund Processing Times
Once approved, refunds are processed promptly — usually within 5–10 working days.
Your bank or card provider may take additional time to complete the transaction.
10. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015.
If a product is genuinely defective or not as described, you are entitled to a repair, replacement, or refund.
11. Contact Us
For any return or refund enquiries, please contact:
📧 team@madison.cards
🌐 www.madison.cards