Refund policy
At Maudestry, we want every purchase to feel right. If something isn't working for you, here's how we handle returns and refunds.
1. Contact Information
Store Name: Maudestry
Address: Rua Manuel de Almeida 53, 2750-279, Cascais, Portugal
Email: support@maudestry.com
Phone: +351 787 467 321
Customer Service Hours: Monday–Friday 9:00 AM–5:00 PM (CET) / Saturday–Sunday 11:00 AM–3:00 PM (CET)
We respond within 24 business hours on working days.
2. Order Fulfillment & Return Location
Maudestry is a Portugal-based business. Our products are fulfilled and shipped through international logistics partners and warehouses. Because of this, the shipping origin may differ from our registered business address, and approved returns may be directed to an international returns facility. The correct return address will be confirmed once a Return Authorization has been approved. Please do not send returns to our business address unless our support team specifically directs you to do so.
3. 30-Day Return Period
You may request a return within 30 days of delivery. To be eligible, the item must be unused and undamaged, returned in its original packaging, and accompanied by proof of purchase (order number or receipt). Returns requested after 30 days may not be eligible for a refund.
4. How to Start a Return
Email support@maudestry.com with your order number and reason for return. Our team will review your request and respond within 1–2 business days. If approved, you will receive a Return Authorization and return instructions. The item must be shipped back within 7 days of approval. Returns sent without prior authorization may not be accepted.
5. Return Shipping Costs
If you receive a product that is defective, damaged in transit, or not what you ordered, contact us within 48 hours of delivery with photos of the issue. Once reviewed, we will arrange a replacement or full refund at no cost to you. If you no longer want the item or ordered the wrong product, return shipping costs are the customer's responsibility and shipments must include tracking.
6. Refund Processing
Once your returned item has been received and inspected, we will email you a confirmation. Refunds are issued within 7 business days of inspection and processed to the original payment method. Processing times may vary depending on your bank or payment provider.
7. Exchanges
To exchange an item, contact our support team. Once your return is approved, you may place a new order for the replacement. Exchange requests follow the same eligibility rules as standard returns.
8. Order Cancellations
Orders may be cancelled at any time before they ship for a full refund. If your order has already shipped, you will need to follow the return process after delivery. Email support@maudestry.com to request a cancellation.
9. Non-Returnable Items
The following items cannot be returned: custom or personalised products, and hygiene items (unless unopened and unused).
10. Consumer Rights
Nothing in this policy limits your rights under applicable consumer protection law. Customers in the United Kingdom are protected under the Consumer Rights Act 2015. Customers in Australia are protected under the Australian Consumer Law (ACL). These laws provide additional rights regarding defective or misrepresented goods.