Refund & Returns Policy

1. Return eligibility

Please contact us within 7 days of delivery if your order arrives damaged, defective, incorrect, or materially different from what was confirmed.

To be eligible for a return, the item should be unused where reasonably possible, and returned with the original packaging and any accessories supplied with it.

2. Custom and personalized products

Many Madu Moon products are made or customized specifically for the customer. Custom-made, personalized, logo, size-specific, color-specific, or made-to-order products are generally not eligible for change-of-mind returns or refunds once production has started.

This restriction does not apply where the product is damaged, defective, incorrect, or where your rights under applicable law require another remedy.

3. Damaged, defective, or incorrect items

If an item arrives damaged, defective, or incorrect, contact us as soon as possible and provide your order number together with clear photos or video showing the issue and the packaging.

After review, we may offer a replacement, repair, exchange, partial refund, or full refund depending on the circumstances.

4. Items that cannot normally be returned

• Custom or personalized products where there is no defect or order error.
• Items damaged through misuse, improper installation, accidental damage, or normal wear after delivery.
• Items returned without sufficient proof of purchase.
• Items sent back without prior return approval.

5. Return process

1. Contact Madu Moon within 7 days of delivery.
2. Provide your order number and details of the problem.
3. Send clear photos or video if the item is damaged, defective, or incorrect.
4. Wait for return instructions before sending the product back.

Please do not send a return to an address until our team has confirmed the return instructions.

6. Return shipping

If the return is required because we supplied a damaged, defective, or incorrect item, we will advise you on the appropriate return or replacement process. For any return accepted for another reason, return shipping costs may be the customer’s responsibility.

7. Refunds

Once an approved return is received and inspected, we will notify you of the outcome. If a refund is approved, it will be issued to the original payment method where possible.

Please allow approximately 5 to 10 business days after refund approval for the payment provider or bank to complete the credit. Processing times can vary by payment method.

8. Order cancellations

If you need to cancel an order, contact us as quickly as possible. Orders may be cancelled before production or processing begins. Custom or made-to-order products may not be cancellable once production has started.

9. Exchanges

Exchanges are considered where an item is defective, damaged, or incorrect. For custom products, an exchange may be provided as a remake or replacement rather than a standard product swap.

10. Contact us

For a return, refund, replacement, or exchange request, contact us with your order number and a description of the issue.

Email: support@madumoon.com
Website: madumoon.com

11. Your legal rights

This policy is intended to explain Madu Moon’s normal returns and refund process. It does not exclude or limit any rights or remedies that cannot legally be excluded under applicable Sri Lankan consumer law.