Terms & Conditions
Please be aware that by accessing and using this website, you accept these all terms and conditions below.
If you do not agree these terms and conditions or any part of them, do not use this website.
Article 1: All orders are subject to approval of Maduro International LDA. Maduro International LDA holds rights to cancel, reject or edit your order for any reason. System is sending a PENDING email to customers after placing an order. This email is only showing that the order has been received by the system successfully. It's not an order approval. Order approval is sent by Maduro International LDA with a second email. If there ordered product is out of stock customer is informed.
Article 2: Shipping will be provided by international postal or courier services and takes between 5 and 40 days to be delivered depending on your country and destination city.
Delivery period might extend due to customs clearance delays, extreme weather conditions, pandemic Covid-19, local postal errors etc. (please see Shipping page for details).
Delays are not under our control so we are not responsible for delays.
Article 3: Our aim is your satisfaction. In case you are not satisfied with your order, you should contact us within 14 days of receiving your order.
If you are not sure about the products you wish to order, contact us for advice or information before placing an order.
Article 4: In case of wrong or missing delivery, please contact us with your order number within 14 days.
If your order arrived with missing items;
Please contact us with pictures of delivered parcel at the time of delivery. We will make sure to ship missing items earliest possible.
If you order arrived with wrong items;
Goods must be returned undamaged, in their original packaging and by unit of packaging.
If you want to accept the order with wrong items, please contact us with your order number.
Article 5: Please note that our products are handmade and are not subject to Customs Duties and VAT in origin country.
BUT Please be aware that your delivery may also be subject to customs duties, taxes and VAT, over which we have no control, and which MUST be borne by you.
We are not responsible for paying any taxes or duties involved in the importation of customer’s order into their country.
All customers must be aware of their local customs law.
Article 6: We cannot be held responsible for customs taxes, charges, seizure, delayed shipments or any further inconveniences caused by domestic Customs offices.
Please notice that each country has different laws and tariffs for handmade products.
We are not in a position to be fully aware of all regulations pertaining to customs offices all over the world hence assumes that each Buyer is fully aware of the conditions and regulations applied by his/her domestic customs system.
Article 7: All customers should be aware of their local customs law.
In case your order gets held or confiscated at customs you are responsible of all your local customs law.
If the package returns back to us within 40 days we will be refunding the product cost only.
Shipping fees will not be refunded.
Article 8: If the product is not returned within 40 days it will be considered damaged and the product cost & shipping fees will not be refunded.
RETURN
Our aim is your satisfaction. In case you are not satisfied with your order, you should contact us within 14 days of receiving your order.
In case of wrong or missing delivery, please contact us with your order number within 14 days.
Goods must be returned undamaged, in their original packaging and by unit of packaging. All returns must be sent by local Official Postal Service.
Buyer bears the shipping cost for return. Please contact us for details.
* If customer denies to pay the customs duties and taxes applied, customer can return the product back to us for refund. Please read the REFUND section for details.
* If the shipment is held at customs due to local import rules, customer is responsible to contact customs office and return the shipment back to us. Please read REFUND section for details.
RESHIP
1. The International Postal Rules consider a shipment as a lost item if the shipment has not arrived within 40 days after it has shipped.
In case of your parcel has not arrived in 40 days (This period depends on destination local postal service workload, customs clearance delays, extreme weather conditions, pandemic Covid-19, local postal errors and delayed deliveries.), packages will be considered as lost and international inquiry will be filed immediately.
No replacements will be shipped before international inquiry solved. In some cases orders can be delivered during investigation.
2. Maduro International LDA cannot be held responsible for delays caused by human error (incorrect information (etc: address or buyer name).
If a package cannot be found, Maduro International LDA will send a replacement package or refund.
Please read REFUND section for details.
3. If your item is not delivered to you and sent back to us by postal service due to customers faults (wrong address, wrong name, zip code etc.), customers will need to bear the shipping fee in order for us to re-ship.
Please read REFUND section for details.
4. We cannot be held responsible for seizure any caused by Customs offices. All customers should be aware of their local customs law. Maduro International LDA will not send a replacement package or refund.
Please read REFUND section for details.
REFUND
In order to receive a refund for your order;
1. Ordered product must be out of stock after the payment for any reason. (Stocks are updated continuously) - FULL REFUND
2. If customer wants to cancel order after completion of payment, a partial refund is being made due to refund fee being deducted from your payment, which is applied by payment provider. This amount differs from the payment method you choose. - PARTIAL REFUND
3. If customer refuses the delivery (due to applied customs duties, tax, etc.) customer is responsible to return the products back to us. Products will be checked after return by our experts and product price will be refunded only. Shipping fee is not refunded. - PARTIAL REFUND
4. We cannot be held responsible for seizure any caused by Customs offices. All customers should be aware of their local customs law.
If the shipment is held at customs due to local import rules, customer is responsible to return the products back to us. If the shipment is not returned to us payment will not be refunded. - NO REFUND
5. If the shipment is held at customs due to local import rules, customer is responsible to return the products back to us. Products will be checked after return by our experts and product price will be refunded only. Shipping fee is not refunded. - PARTIAL REFUND
6. If your item is not delivered to you and sent back to us by postal service due to customers faults (wrong address, wrong name, zip code etc.), customers will need to bear the shipping fee in order for us to re-ship. Otherwise Maduro International LDA will refund product price deducting shipping fees. - PARTIAL REFUND
Please note that, Maduro International LDA holds rights to re-ship or refund per terms above.
CANCELLATION
If customer wants to cancel order (before the order is not shipped) just send email to info@maduro-international.com about your cancel request. Your request will be done asap.
CHARGEBACK POLICY
In order for a customer to ask for a chargeback from their bank, Maduro International LDA should not be obeying any of the rules stated above and this situation must be proved by valid documents to customers’ own bank. Any fraud attempts are subject to legal action taken by Maduro International LDA and its legal representatives against responsible individuals.
Please be aware that by accessing and using this website, you accept these all terms and conditions above.
If you do not agree these terms and conditions or any part of them, do not use this website.
For any assistance, comments or recommendations, please contact us at info@maduro-international.com
All messages must be written in English.