Refund policy
Returns & Refunds Policy
Last updated: July 4, 2026
This Returns & Refunds Policy applies to orders placed through the Mada Home website, operated by Mada Collection Gifts, a business licensed in Abu Dhabi, United Arab Emirates.
By placing an order through our website, you agree to this Returns & Refunds Policy.
1. Return period
Customers may request a return within 10 working days from the delivery date.
Working days exclude weekends and public holidays.
To be eligible for return under the 10-working-day return period, the product must be:
* unopened;
* unused;
* in its original packaging;
* in resellable condition;
* returned with any included accessories, packaging, or free items, where applicable.
Unopened and unused products may be returned within the return period for any reason, subject to this policy.
2. Opened products
Opened products cannot be returned, exchanged, or refunded because of change of mind, scent preference, personal preference, or because the customer no longer wants the product.
For health, hygiene, safety, and product integrity reasons, opened home fragrance products are not eligible for return unless they are defective, damaged, leaking, or incorrect.
3. Damaged, broken, leaking, defective, or incorrect products
If your product arrives damaged, broken, leaking, defective, or incorrect, you must contact us within 48 hours of delivery.
You must provide:
* your order details;
* a clear description of the issue;
* clear photos showing the product issue;
* photos of the packaging, where relevant.
Please do not return, discard, use, alter, repair, or dispose of the product before contacting us and receiving instructions.
Claims submitted after 48 hours may not be accepted, unless we decide otherwise at our discretion or unless required by applicable law.
4. Incorrect products
A product may be considered incorrect if you receive a different product from the one you ordered.
A product will not be considered incorrect because of normal batch variation, minor packaging updates, slight differences in product images, lighting, screen settings, or personal scent preference.
5. Scent preference
Fragrance is personal and may be experienced differently by each customer.
Opened products cannot be returned, exchanged, or refunded because the customer does not like the scent, expected a different scent, or changed their mind after trying the product.
This does not affect your right to contact us if the product is defective, damaged, leaking, or incorrect.
6. Return request process
To request a return or report an issue, please contact us through the contact details listed below.
Your request should include:
* your order number, if available;
* your full name;
* your mobile number;
* the product you want to return or report;
* the reason for the return or issue;
* clear photos, where the product is damaged, leaking, defective, or incorrect.
We may request additional information or photos before approving the return, refund, replacement, or exchange.
7. Return approval
All return and refund requests are subject to review and approval.
Approval is not automatic.
We may refuse a return, refund, replacement, or exchange if:
* the request is made after the allowed return period;
* the product has been opened, used, damaged, altered, or handled in a way that affects its condition;
* the product is not in its original packaging;
* the product is not in resellable condition;
* the product issue was caused by misuse, improper storage, incorrect use, or failure to follow product instructions;
* the product was damaged after delivery;
* the customer cannot provide reasonable proof of the issue;
* the product was returned without approval or without following our instructions.
8. Refund, replacement, or exchange options
For approved cases, the customer may choose, where available:
* a refund;
* a replacement;
* an exchange.
Replacements and exchanges are subject to product availability.
If the selected replacement or exchange product is unavailable, we may offer an alternative product or a refund.
9. Refund method
Approved refunds for online payments will be issued to the original payment method used at checkout.
For cash on delivery orders, refund arrangements will be confirmed with the customer after the return is approved and the product is received and reviewed.
We do not issue refunds before the returned product has been received and reviewed, unless we decide otherwise at our discretion.
10. Refund timing
Once a refund is approved and processed by us, the time required for the refund to appear may vary depending on the payment provider, card issuer, bank, or refund method.
We are not responsible for delays caused by payment processors, banks, card issuers, or other financial institutions.
11. Return collection and return shipping
For approved returns within the UAE, we will cover the reasonable return collection or return shipping cost where possible.
Customers must follow the return instructions provided by us.
We are not responsible for return shipping costs or failed return collection where the customer returns a product without approval, provides incorrect pickup information, is unavailable for return collection, or does not follow our instructions.
12. Free shipping and refunds
Shipping is currently offered free of charge within the UAE.
Because no separate shipping fee is charged at checkout, there is no shipping fee to refund.
If our shipping fees change in the future, refund treatment for shipping fees will be stated in the applicable shipping and refund terms at that time.
13. Products not eligible for return or refund
A product is not eligible for return, exchange, or refund if:
* it has been opened or used and the reason is change of mind, scent preference, or personal preference;
* it is not in its original packaging;
* it is not in resellable condition;
* it was damaged after delivery;
* the issue was caused by misuse, improper storage, incorrect use, or failure to follow product instructions;
* the customer does not provide the requested photos or information;
* the return request is submitted after the applicable return period;
* the product was returned without approval or without following our instructions.
14. Cancellations before or during delivery
Customers may request cancellation before the order is delivered.
If the order has not yet been fulfilled or dispatched, we will cancel it where possible.
If the order is already on the way, the customer may refuse delivery.
If the order was paid online and is returned to us after cancellation or refused delivery, the amount paid will be refunded to the original payment method after the item is returned to us and reviewed.
If the order was cash on delivery and the customer refuses delivery, the order may be cancelled.
15. Failed delivery and refunds
If delivery fails because of customer unavailability, missed calls, incorrect address details, refusal to receive, or failure to respond to delivery communication, we may arrange one second delivery attempt where possible.
If the second delivery attempt also fails, the order may be returned to us.
If the order was paid online and is returned to us after failed delivery, we will refund the amount paid to the original payment method after the item is returned to us and reviewed.
If the order was cash on delivery and delivery fails, the order may be cancelled.
16. Contact us
For questions about returns, refunds, replacements, exchanges, cancellations, or product issues, please contact us at:
Mada Collection Gifts
Abu Dhabi, United Arab Emirates
Mobile: +971-58-605-0667