Refund Policy
At MAD DIAMOND, every diamond painting kit is carefully prepared to offer you an exceptional creative experience. Due to the handcrafted nature of our kits, our return policy is governed by the following conditions:
1. Cancellations and Modifications
Our kits enter the preparation process quickly so that you receive them as soon as possible.
- 24-hour window: You can request the cancellation of your order or changes to the shipping address within the first 24 hours after making the purchase.
- After 24 hours: Once the preparation and logistics process has started, we will not be able to modify or cancel the order, as the kit will be specifically reserved for you.
2. Damaged or Defective Items
We are committed to ensuring your canvas arrives in perfect condition. If your order arrives with any manufacturing defects or suffers damage during transit:
- Report within 48 hours: Contact us at no-reply@maddiamond.es within a maximum of 48 hours after delivery.
- Required evidence: To process a claim, please include:
- Your order number.
- Clear photos of the canvas or damaged pieces.
- Photos of the shipping box (including the label where the exterior damage is visible).
- Solution: Once the case is verified, we will send you a replacement kit at no additional cost. Please keep the original packaging until we have reviewed your case.
3. Refund Processing
In exceptional cases where a replacement is not possible and our team authorizes a refund:
- The money will be returned to your original payment method (card, PayPal, etc.).
- The process may take between 5 and 7 business days to reflect in your account, depending on your bank.
4. Authorized Returns
If, due to an exceptional circumstance, our team authorizes a return, the customer will be responsible for the return shipping costs. The original shipping costs of the purchase are non-refundable.
5. Contact Us
Do you have any questions about your order or this policy? We will be happy to help you.
Email: no-reply@maddiamond.es
