We want every piece to be right for the space you chose it for. If it is not, you have 14 days from delivery to tell us you want to return it, then 14 more days to send it back, for a refund, and you do not need to tell us why.
Our returns policy at a glance
- 14 days to change your mind, from the day your order arrives. No reason needed. See section 3.
- Problems are ours to fix. If an item arrives damaged or does not perform as it should, we repair it, replace it, reduce the price or refund you, at no cost to you. See section 5.
- Refunds within 14 days of your withdrawal notice. Unless we have offered to collect the goods, we may wait until we receive them or your proof of postage, whichever comes first. See section 3.
- Made-to-order pieces are built for you, but you can still change your mind. Our pieces are built to our own specifications, not yours, so the 14-day right above still applies. See section 4.
- Final sale and outlet items may be excluded from discretionary returns for change-of-mind reasons. Faults are always covered. See section 8.
- Your legal rights as an EU consumer apply on top of all of this, including the legal guarantee of conformity, which lasts at least 2 years from delivery.
- Return shipping: charged at the same rate as your original delivery charge, shown to you at checkout. See section 3.
Buying through your business? The above applies to consumers buying for personal use. If you are purchasing in the course of a trade, business or profession, including specifying for a client project, our B2B Terms of Sale apply instead and the terms differ. Email for those documents.
Starting a return
If you bought through one of our retail partners, please contact them directly. They will process your return and liaise with us on your behalf. If you bought directly from us, chat with us on any page of our website, or email .
Full policy
These terms apply to consumers buying for personal use in the European Union from MAD Design Europe S.à r.l, 11 Boulevard Prince Henri, L-1724 Luxembourg, alongside our Website Terms and Conditions, Privacy Policy and Cookie Policy.
If you bought in the course of your trade, business or profession, our B2B Terms of Sale and B2B Portal Terms apply instead. Contact for those documents.
Nothing in these terms limits or excludes any right you have under applicable consumer protection law, including EU rules on the right of withdrawal and on conformity of goods. Where a term here conflicts with such a right, the right applies.
1. Inspecting your order
Please inspect your order as soon as you reasonably can after delivery.
If you notice visible damage to the packaging or goods on delivery, note it on the delivery paperwork where possible, keep the original packaging, and contact us as soon as reasonably possible.
If you discover concealed damage, defects, incorrect supply or missing parts after delivery, tell us promptly and provide reasonable supporting information.
Prompt notice helps us resolve issues efficiently. No notification period in this policy removes any right that cannot be excluded under applicable law.
2. Damage in transit
If goods arrive damaged in transit, please contact us within 7 days of delivery where possible. Carrier claim windows are short, and claims made outside that period may be harder to pursue against the carrier directly.
This 7-day window is about carrier claims only. It does not limit or shorten your right of withdrawal under section 3, or your rights in relation to non-conforming goods under section 5, which have no equivalent time limit beyond what the law sets.
Where damage is confirmed, the remedy depends on the circumstances and applicable law, and may include repair, replacement, partial refund or full refund.
Where you arranged delivery through a carrier of your own choosing rather than one we offered, you may need to pursue that carrier directly for damage occurring after the goods were handed to them, except where applicable law provides otherwise.
3. Right of withdrawal
If you are an EU consumer and bought online or at a distance, you have the right to withdraw from the contract within 14 days without giving any reason.
When the period starts. 14 days after the day you, or a person you identified other than the carrier, took physical possession of the goods. Where an order is delivered in separate lots or pieces, the period starts on receipt of the last one.
How to withdraw. Tell us clearly within the period, using the model withdrawal form supplied with your order documentation, email, or website chat. Any unambiguous statement of your decision is sufficient.
Returning the goods. Send them back without undue delay and no later than 14 days after telling us you are withdrawing, following the return instructions we provide. You can arrange the return yourself, using a carrier of your choice, or ask us to arrange collection, at a quoted fee that will not exceed the direct cost of returning the goods, before you confirm. If you arrange the return yourself, you pay your chosen carrier directly; we make no separate return charge.
Cost of return. Except to the extent applicable law requires otherwise, you will be charged for the cost of returning the goods to us. This return shipping charge is set at the same rate as the original delivery charge shown and charged to you at checkout when you placed your order, so the amount is known to you before your purchase is complete. Where no delivery charge was shown or charged for your original order, we bear the cost of return collection instead.
This return shipping charge is separate from, and does not reduce, the refund of your original delivery charge described below.
Refund. We reimburse all payments received from you for the withdrawn goods, including standard delivery charges where required by law, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back or you have supplied evidence of sending them, whichever is earlier. Where we have offered to collect the goods, we will not delay the refund on this basis. We refund using the same means of payment you used, unless you expressly agree otherwise, and you incur no fee as a result.
Condition of goods. You may examine the goods as you would in a shop. You are liable for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Exceptions. The right of withdrawal does not apply in every case. Where a legal exception applies to an item, we identify it clearly on the product page before you order.
4. Made-to-order items
Some items in the High Design Collection and other selected ranges are made to order and manufactured only after a confirmed order.
These items are not personalised and are not made to your individual specification. Any legal right of withdrawal that applies under consumer law therefore continues to apply, unless a specific legal exception has been clearly identified before purchase.
Any deposit paid is refunded in full if you exercise your right of withdrawal, in the same way as the rest of the price.
Because production begins only after order confirmation, requests to cancel, defer or change a made-to-order item may not be possible as a commercial matter once production has begun. Where we agree to a change, cancellation or return outside your statutory rights, additional charges or conditions may apply. Those charges never apply to the exercise of a statutory right, and are never tied to how far into production we are: production having started does not, by itself, create a charge.
For accurate lead times, see the product page or contact us before ordering.
5. Defective, damaged, incorrect or non-conforming goods
Contact us as soon as reasonably possible.
Where goods do not conform to the contract, you may have legal rights to remedies including repair, replacement, price reduction or refund, depending on the circumstances and applicable law.
Where required by law, these remedies are provided without charge to you, including any necessary shipping, transport, labour and material costs connected with the remedy.
Your rights in relation to non-conforming goods are separate from, and additional to, any manufacturer's warranty. A manufacturer's warranty does not replace or reduce them.
You do not need a Return Authorisation number to exercise your right of withdrawal under section 3 or to report a fault under this section. The Return Authorisation process in section 6 is how we manage discretionary returns operationally; your legal rights do not depend on it.
6. Exchanges and voluntary returns
Outside your statutory rights, exchanges and discretionary returns are accepted only with our prior written approval.
Where a discretionary return or exchange is approved:
- A Return Authorisation number must be obtained before the goods are sent back.
- Goods must be returned using the method and instructions we provide.
- Goods should be returned in their original packaging where reasonably possible.
- Goods must be unsoiled, undamaged and in resalable condition, unless the return relates to a defect or delivery issue.
If original packaging is unavailable and replacement packaging is required, the reasonable cost of replacement packaging may be deducted from any credit or refund, where permitted by law.
Goods returned in a lesser condition than delivered, other than because of a defect or delivery issue, may be subject to reasonable deductions or refusal.
Natural variation in colour, texture and porosity in concrete, teak, marble and other natural materials is an inherent characteristic of those materials and is not grounds for a discretionary exchange or return. This does not affect your right of withdrawal within 14 days, or your rights in relation to non-conforming goods.
Where a discretionary change-of-mind return is accepted outside your statutory rights, a restocking fee of up to 20% of invoice value may apply, reflecting the cost of receiving, inspecting and returning the item to resalable condition. This fee never applies where you are exercising your right of withdrawal under section 3 or your rights under section 5: it applies only to a return we have agreed to as a discretionary matter, outside any right you already have.
Return shipping on a discretionary return is charged at the same rate as your original delivery charge, shown and charged to you at checkout, never a figure we set after the fact.
No fee under this section applies where you are exercising a statutory right that cannot lawfully be restricted.
7. Cancellations and order changes
You may cancel or change an order for a standard, in-stock item at no charge at any time before it has been dispatched, by contacting us. Nothing has been produced or shipped at that point, so there is no cost for us to recover.
Made-to-order items are not covered by the paragraph above. Cancellation of a made-to-order item is governed by section 4, and no cancellation fee applies there either, regardless of how far production has progressed.
Except where you are exercising a right that cannot lawfully be excluded, cancellations, modifications and deferrals outside the terms above require our prior written consent, and additional fees or conditions may apply where procurement, fulfilment planning or special handling has already commenced. We will tell you what those are before you commit.
8. Final sale and outlet items
Items sold as Final Sale or through an Outlet may be excluded from discretionary exchanges, returns or refunds for change-of-mind reasons.
This does not affect your legal rights in relation to defective, damaged, incorrectly supplied or non-conforming goods, or any statutory right of withdrawal.
9. Items collected in person
Where goods are collected in person, please inspect them at the point of collection where reasonably possible.
Collection in person does not affect any legal right you have in relation to defective, damaged, incorrectly supplied or non-conforming goods. Once goods are collected, you may bear responsibility for loss or damage occurring after collection, except where caused by a defect existing at handover or where the law provides otherwise.
10. Carriers chosen by you
Where you use your own carrier or freight provider rather than one we offered, we are not responsible for damage, delay or loss caused by that carrier after handover, except where applicable law provides otherwise. You may need to bring any transit claim directly against the carrier you selected.
11. Returns from outside Europe
For returns from outside Europe, return freight charges are generally not included unless required by law or agreed by us in writing. Where you are responsible for return shipping, international return shipments must be sent carriage-paid in accordance with our return instructions.
None of this applies where the return relates to a defect, non-conformity or delivery error. See section 5.
12. Inspection and processing
Returned goods may be inspected before a refund, repair, replacement or exchange is approved.
Where a discretionary return or exchange is approved, credit or refund is generally processed after an inspection period of up to 7 business days from receipt.
This inspection period does not apply to, and does not delay, refunds due on withdrawal or on non-conforming goods, which are made within the periods required by law.
13. Alternative dispute resolution
The EU's central Online Dispute Resolution platform was permanently discontinued by the European Commission in July 2025 and no longer operates, so it is not referenced here.
MAD Design Europe commits to resolving consumer disputes through the Luxembourg Consumer Mediator (Médiateur de la consommation), mediateurconsommation.public.lu. If we cannot resolve your complaint directly, we will inform you of the competent out-of-court dispute resolution bodies. This does not affect your right to bring a claim before the competent courts, or any other right you have under applicable law.
14. Contact
MAD Design Europe S.à r.l
11 Boulevard Prince Henri, L-1724 Luxembourg
+352 20 88 22 49
Model withdrawal form
Required by EU law (Annex I(B), Directive 2011/83/EU). This form is provided with every order and is reproduced here for reference; a customer doesn't need to use it, any clear statement of withdrawal is enough.
Complete and return this form only if you wish to withdraw from the contract.
To MAD Design Europe S.à r.l, 11 Boulevard Prince Henri, L-1724 Luxembourg, :
- I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*)/for the provision of the following service(*),
- Ordered on(*)/received on(*),
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only for notification on paper),
- Date.
(*) Delete as appropriate.