Refund policy

Returns and Refunds Policy – MainMadrid

At MainMadrid, our goal is to offer total transparency in our processes. Due to the nature of our international logistics, we have established the following terms and conditions for returns and refunds.

1. Return Period

Return requests will only be accepted within a maximum, non-extendable period of 30 calendar days from the date of purchase. Once this 30-day period has passed, we will not be able to process, accept or offer any return or refund.

2. Resolution Options

We understand that customs procedures and international shipping can be expensive and slow for the customer. For this reason, MainMadrid offers two resolution options:

Option 1: Immediate Partial Refund (Recommended)

To avoid the cost and time of international shipping, we offer an immediate refund of 10% of the value of the affected items, and you keep the product. This option is ideal if you chose the wrong size or decide to give the garment as a gift.

Option 2: Full Return to Our Warehouse (China)

You physically return the item to our central facilities. This option requires shipping the item to China and strictly meeting the conditions detailed below.

3. Conditions for Physical Returns

For a physical return to be accepted and processed, the product must:

Be in perfect condition, with no signs of use, washing, odour or damage.
Include all original labels, fully intact.
Be returned in its original packaging.

4. Definition of a Defective Product

What IS a defect: a product is considered defective only if it arrives broken, torn, with obvious manufacturing defects, or if an item completely different from the one ordered has been sent.

What is NOT a defect: a product that fits smaller or larger than expected, or a size ordered incorrectly by mistake, is not considered defective or an error on the part of MainMadrid. These cases will be treated as standard returns at the customer's expense.

5. Shipping Costs and Labels

For standard returns, all international shipping costs back to China are paid by the customer.
MainMadrid does not accept or issue prepaid shipping labels.
Only when a product is confirmed as defective (broken or damaged at the factory, as defined above) will MainMadrid offer a solution or cover the costs, after reviewing the evidence.

6. Return Process

If you choose a full return (Option 2), please follow these steps:

Contact our customer service team at mainmadrid.clients@gmail.com.
Provide your order number and accurate item details.
Attach clear photographs of the item showing its current condition and the issue.
Our team will review your request within 2 to 3 business days.
Once approved, we will send you an official form with the exact address of our warehouse in China.

Important: all returns must be sent to the address in China provided on this form. Do not send the package to the sender's address shown on the envelope you received. If you do, the package will be lost and we will not be able to take responsibility or issue a refund.

7. Refund Processing

Once the package arrives in China and our team verifies that the returned product meets the conditions (a process that takes 6 to 15 business days from receipt), we will process your refund. The money will appear in your original payment method within 7 to 10 business days after our final approval.

8. Return Exceptions

We reserve the right to refuse returns of:

Orders placed more than 30 days ago.
Products with removed or damaged labels.
Items with any sign of use, makeup or wear.
Garments returned without their original packaging.
Packages sent to unauthorised addresses without first completing our return form.

9. Cancellations

Orders can only be cancelled within 24 hours of payment or processing.
To cancel, contact our customer service team immediately.
After this period, orders may already be in transit, dispatched or in a process that prevents cancellation.

10. Special Conditions for Customers in the United States

Due to high customs and logistics costs and longer transit times, all orders placed and shipped to the United States are subject to the following conditions, which take precedence over the general policy:

Reduced return window: the deadline for US customers to request a return authorisation is 15 calendar days from the date of purchase, regardless of when the order is delivered. The period starts when the payment is processed.
Restocking fee: all returns from the US (except products with factory defects) are subject to a mandatory 15% restocking fee on the total value of the returned items. This fee is deducted from the refund amount and covers warehouse handling, quality inspection and repackaging.
Shipping costs: US customers cover 100% of the international shipping costs back to our designated facilities, without exception.