Return Policy Summary:
At MADHOUSE, we try hard to ensure you are completely satisfied with your purchase. Nearly all of the items we sell are returnable, generally with a nominal restocking fee. Certain items may not be eligible for return (e.g. food items, personalized items, etc.) for safety and resale reasons. In order for you to be eligible for a refund, the returned merchandise must be unopened, in its original/new condition, and it must be able to be restocked and sold AS NEW within the time limits outlined below.
What items cannot be returned?
Prior to returning any product, you must contact MADHOUSE and request a Return Merchandise Authorization (RMA) number.
- "Closeout" products or patterns. Please check the Ensemble Page for details if your item is considered Closeout.
How do I obtain an RMA number?
Please call our Customer Care team at 888-253-7222
, or view the Contact Us
page of our website. Please ensure you include your order number so we may research your order and provide all applicable details related to the return of your product(s).
What is my restock fee, and how long do I have to return a product?
Most products may be returned within 30 days of the date you placed your order. You may be assessed a restocking fee of 10% of the value of the product(s) or $4.50, whichever is greater.
In the instance you received free shipping on your order, and your return merchandise, in addition to a restocking fee you may also be charged an outbound shipping fee of the actual FedEx or USPS Retail Rate incurred by MADHOUSE to ship the item(s) to you.
Should a shipment be returned to us as undeliverable due an address error on the customer’s part, or a shipment is refused by the customer because delivery was delayed by the carrier due to adverse weather conditions, the customer is subject to return shipping fees, restocking fees, and some items may not be refundable whatsoever.
How should I package and ship my items back to MADHOUSE?
When our Customer Care team provides you your RMA number, you will also receive instructions on where to ship the product(s) you are returning. Your package must display the RMA # on the outside of the parcel, and we request you enclose a copy of your receipt or invoice in the package, along with your name, address and telephone number as we cannot process returns if we do not have a valid contact phone number. For your protection, we recommend you use an insured carrier such as FedEx, UPS, or US Postal Service Priority Mail (with insurance).
PLEASE TAKE GREAT CARE WHEN RETURNING PRODUCTS BACK TO US - WE CANNOT ISSUE A REFUND SHOULD THE MERCHANDISE ARRIVE TO US IN A CONDITION THAT IT, IN OUR OPINION, CANNOT BE RESOLD OR CONSIDERED NEW. The customer is responsible for all return shipping charges and insurance fees.
Do you have questions?
Call us at 888-253-7222
Monday – Friday 8:00 AM to 6:00 PM Central Time, or reach out to us via the information provided on our the Contact Us
page of our website.