Refund policy

RETURNS POLICY

We strive to delight each one of our valued customers with exceptional service. We have a fair return policy that allows for returns in compliance to our terms and conditions.

Please read below carefully since we have a well-balanced and documented policy that protects your purchase and also protects us from customers who intend to abuse returns policy. Returning or exchanging for reasons other than manufacturing defects is a privilege offered to the customers.

We strictly have a no return policy unless there is a manufacturing defect, which needs to be raised within 7 days of delivery.

Useful Info:

Email support: info@countrymaddox.com
Call | WhatsApp | SMS: +91 879 183 1001
Period of Return Initiation: 7 days without exception
Absolutely no refunds on customized or personalized items.

Total returns timeline: 10-15 days depending on the shipping/ reverse pickup address.

Return Policy

• Complimentary returns if initiated within 7 days of delivery.
• No returns can be initiated after 7 days of delivery. If the order ID is not in the list on the returns request portal, it is past the return window and cannot be returned. Only items in perfect & sellable condition that show no signs of wear and tear, with original packaging, tags, accessories and freebies can be returned.
• If a free gift that was gifted at the time of purchase is not returned with the products, the full MRP value of the freebie will be deducted from the refund amount. This is non-negotiable.
• For shoes, please ensure that you try on products on carpeted surfaces to avoid scratching the soles. Scratched soles are non-returnable.
• Please test the fitting of shoes without wrinkling the leather; especially the toe-line. Wrinkled products are non-returnable.
• Used and worn products cannot be returned under any circumstances.
• No returns on customized or personalized items.
• No returns and refunds on final-call items.
• The natural beauty of leather means that no two pieces of leather are exactly alike. As such, natural markings and grain variations are not considered defects; and cannot be considered reason for returns.
• Products bought online can have a subtle hue, shine and colour difference between the website photographs and the physical product. This is because each product is handmade and hand painted and such subtle differences are bound to happen and no two products can be of the same colour, shade and hue. This is also due to varied screen settings like brightness, saturation and inherent colour rendering. This cannot be considered a manufacturing defect and a reason for return.

Materials Considerations are not defects.

• The natural beauty of leather means that no two pieces of leather are exactly alike. As such, natural markings and grain variations are not considered defects; and cannot be considered reason for returns.
• Products bought online can have a subtle hue, shine and color difference between the website photographs and the physical product. This is because each product is handmade and hand painted and such subtle differences are bound to happen and no two products can be of the same color, shade and hue. This is also due to varied screen settings like brightness, saturation and inherent color rendering. This cannot be considered a manufacturing defect and a reason for return.
• Since each product is handmade and handcrafted, each piece is slightly different from the other. This is the natural characteristic of the artisanal properties of the product and cannot be considered a defect. Please understand that artisanal products cannot be “exact” each time - since these are not mass produced in a factory. Each product is handmade by an artisan - and this uniqueness is what gives each product the soul it deserves.

Refund Policy

• Purchases made with Cash-on-delivery facility can only be refunded in a bank account where the name of the customer on the invoice and the name on the bank account matches. This is to comply with anti-money-laundering regulations.
• A refund may only be made in the same currency and country / region as the original purchase.
• Where possible, and at the discretion of Country Maddox, we will try to reverse any refunds to the same credit card using which the prepaid purchase was made.
• Absolutely no refunds on customized or personalized items.

Anti-Money-Laundering Policy

• Purchases made with Cash-on-delivery facility can only be refunded in a bank account where the name of the customer on the invoice and the name on the bank account matches. This is to comply with anti-money-laundering regulations.
• Under no circumstances can the refund be processed in a different name, to a different person or to another person’s bank account or credit card.

Return & Refund Process

Your purchase can be returned by scheduling a complimentary pickup with our customer service team.

1. Please initiate a return request
2. Once you have initiated a return request, please email us photographs of your product at info@countrymaddox.com for us to ascertain the condition of the product(s) and packaging that have been marked for return. Please include your order ID and name. Please note: If the photographs show signs of wear and the products look in unsalable condition, we will be unable to process your return (and refund)
3. Once we have ascertained from photographs that the goods are in acceptable returnable condition in accordance with our policy above, we will initiate a reverse pickup through our delivery partner.
4. Please ensure that there is someone home to handover the return. Three (3) attempts are generally made to pick up a return. If the return is not handed over after 3 attempts, no more returns will be made and the return will be rejected.
5. It takes 3-5 business days for us to receive the product once it has been picked up from your premises.
6. Once we receive the product at our shipping center, we will inspect it to ensure that there is no damage to the product or packaging and that the product has been returned in absolutely unused condition.
7. Once the product is quality-checked and found to be in refundable condition, the refund will be processed within 3 business days.

How long will it take to process my return and refund?

• Response to a return request - 24 hours
• Return pickup - 3-5 days
• Reverse shipping time to our shipping center - 3-5 days
• Quality check - 24 hours
• Refund processing, if return_QC_not_rejected - 3 days

Total returns timeline: 10-15 days depending on the shipping/ reverse pickup address.

Which items cannot be returned and refunded?

Customized or bespoke orders made on special demands or with special customizations cannot be returned or exchanged. Used products that show ANY KIND of wear cannot be returned and refunded. Products without original packaging or freebies cannot be returned and refunded.

What to do in case I received defective or damaged products?

If you happen to receive defective or damaged product(s), notify us on info@countrymaddox.com within 24 hours of receiving the goods along with the pictures. Any damages on arrival issues should be reported (via mail) within 48 hours / 2 days along with the pictures to investigate transit reasons with third party couriers. If no pictures of damage are shared with us over email/ WhatsApp (879 183 1001), we will not be able to initiate an investigation into defective delivery.

Who pays for the return shipping?

Return shipping is free to the customer.

Return Abuse Policy

Returning or exchanging for reasons other than manufacturing defects is a privilege offered to the customers. If any customer is found to be abusing this privilege, Country Maddox holds the right to not accept any returns / exchanges from such customers and deny refunds. Country Maddox reserves the right to blacklist any customers that are found to abuse returns policy.

Disputes

To raise a dispute, please send an email to info@countrymaddox.com your email must contain the name of the product, order ID along with the details of your nature of concern. This must be done within 3 days of receiving the product. If the dispute is filed after 3 days of delivery, the same will only be entertained at the sole discretion of Country Maddox.