Return and Exchange Policy

Return and Exchange Policy

Thank you for shopping at MAD Lifestyle. Please read our policy carefully.

For hygiene reasons and the nature of our products, we generally do not accept returns or exchanges once an item has been sold. The only exceptions are for items that are defective, damaged upon arrival, or if you have received the incorrect product.

Eligibility for Returns

To be eligible for a return, you must notify us within three (3) days of receiving your order and send the item back within seven (7) days from the date of receipt.

Your item must meet the following criteria to be accepted for a return:

  • It must be in the same condition that you received it: unworn, unused, and unwashed.
  • All original tags must be attached.
  • It must be in its original, intact packaging.
  • You must provide the receipt or proof of purchase.

Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you received the wrong item, please contact us at cs@madlifestyle.hk without delay so that we can evaluate the issue and make it right. An item is considered defective or incorrect if it meets one of the following conditions:

  • It has a manufacturing-related defect.
  • The color, pattern, model, or material significantly differs from the product description on our website (note: slight color variations due to screen display are not considered a defect).
  • The sizing is incorrect based on the order placed.
  • The product has clear quality issues not caused by shipping or handling.

Non-Returnable Items

We are unable to process returns or exchanges under the following circumstances:

  • The request is made outside the specified time frame.
  • The item is a sale item or a gift card.
  • The item is a custom product (such as special orders or personalized items) or a personal care good (such as beauty products).
  • The product has been damaged due to improper use, including but not limited to contact with chemicals, detergents, solvents, excessive heat, or abrasion.
  • Product damage or fading occurred due to improper washing.
  • The product's packaging is not intact or is unclean.
  • The product was not purchased from this website (madlifestyle.hk).

Return Process

  1. Initiate a Return: To start a return, you must contact our customer service team via email at cs@madlifestyle.hk within three (3) days of receiving your item. Requests made through other channels will not be considered official. Please include your order number and photos of the issue.
  2. Await Approval: If your return request is approved, we will reply with detailed instructions on how and where to send your package.
  3. Ship the Item: The item must be sent to the address provided: Room 2201A, 22/F, Witty Commercial Building, 1A-1L Tung Choi Street, Mong Kok, KL, Hong Kong SAR. You must include the original delivery note and order confirmation with your return.

Exchanges and Refunds

Once a product is sold, we do not offer refunds for any reason.

If your return is accepted, we will process an exchange for the exact same item, in the same color and style, subject to availability. We will notify you once we have received and inspected your return and inform you of the status of your exchange.

To exercise this right, the item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. If your return under this clause is approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

For any questions regarding our return policy, please contact us at cs@madlifestyle.hk.