Returns, Exchanges & Warranty
1. Scope and consumer rights
This policy is intended for purchases made directly through the MADELINE THAILAND website. Purchases through another platform or retailer are subject to the terms governing that transaction alongside applicable statutory rights.
The rights provided by this policy supplement, and do not exclude, restrict or replace, your rights and remedies under applicable law. We will honour any greater protection provided by an applicable market supplement or the terms offered when you purchased. Policy changes will not retrospectively reduce the rights attached to an existing order.
2. Change-of-mind returns and exchanges
For items sold in normal condition, you may request a return or exchange within 14 days of receipt under our additional website service. Items must be unused and unwashed, in their original condition, with the relevant tags, packaging, accessories and complimentary items included.
You may choose an exchange or a refund to your original payment method. Store credit or a gift voucher may be offered only where the service is available and you voluntarily select it. We will explain any price difference and associated costs before you agree to an exchange.
You are responsible for return delivery costs under our voluntary change-of-mind service where this was disclosed before purchase. These conditions do not restrict reasonable inspection, statutory withdrawal or other applicable legal rights. Requirements concerning tags or packaging do not bar claims for defective goods.
3. Damaged, defective, incorrect or misdescribed items
If an item has such an issue on receipt, you may choose a replacement at no additional cost or a full refund under our website commitment. We may request information or inspect the item where reasonably necessary, but our assessment process will not invalidate your statutory rights, and we will not require you to accept repair instead of those options.
We cover necessary related delivery costs where the issue is attributable to us. Reporting an issue after the 14-day change-of-mind period does not automatically exclude a statutory claim or a claim under an applicable warranty.
4. Six-month manufacturing warranty
For bags, wallets and accessories within the warranty scope, MADELINE THAILAND provides a warranty against manufacturing defects for six calendar months from customer receipt, or the actual handover date for an in-store purchase. It covers crocheted work, assembly, stitching, lining and bag components where the damage results from a manufacturing defect. It is not cover for every type of damage occurring within six months.
The start date is assessed using delivery records and other relevant evidence. Scanning a QR code, creating a member account or registering an earlier purchase neither restarts the warranty nor constitutes a mandatory condition for submitting a claim. Where records are incomplete, we will consider appropriate additional evidence rather than assume the warranty has expired merely because no QR code is available.
This warranty is an additional commitment by the brand. Its expiry does not automatically bring your statutory rights to an end.
MADELINE GARDEN artificial flower bouquets are not covered by this additional six-month manufacturing warranty. Rights under applicable law, the website return policy and the rules of the purchase channel remain unaffected.
5. Exclusions from the brand warranty
The brand warranty does not cover damage caused by snagging or sharp objects, staining, improper washing or care, misuse, or normal wear and deterioration. The cause must be considered; appearance or prior use alone is not a reason to reject a manufacturing-defect claim.
Knitted fabric damaged by cutting, snagging or improper care may not be capable of restoration to its original condition. We do not promise that such damage can be repaired. An inability to repair does not remove any entitlement to a remedy where the defect is one for which we are responsible.
6. Submitting a claim and warranty remedies
Contact us using the details at the end of this policy with your order reference or proof of purchase, a description of the issue, the delivery date if known, and any available photographs. An unboxing video is not mandatory, and marketing consent is not required to exercise your rights.
Please contact us for the appropriate return address and instructions. This assists return handling and does not require you to await our approval before exercising a statutory right. You may also use any other means permitted by applicable law.
For covered warranty claims, we bear necessary delivery costs and arrange repair, replacement or another remedy appropriate to the issue and your rights. We will provide our assessment and proposed next steps in writing. If repair or replacement is unavailable or cannot be completed within the applicable legal time limit, we will provide another remedy, including a refund where you are entitled to one, without requiring you to accept store credit instead.
This process does not restrict any choice of replacement or refund available under section 3 or applicable law. Our assessment does not prevent you from challenging the outcome, making a complaint, or using the procedures of the relevant platform or competent authority. You need not withdraw a dispute for us to consider your claim.
7. Promotional, disclosed-defect and personalised items
Items within the warranty scope sold in normal condition at a promotional price receive the same six-month manufacturing warranty as full-price items. A price reduction alone does not remove your statutory rights.
Any known defect in an individual item must be disclosed before purchase. Acceptance of that disclosed defect does not waive rights relating to other defects or rights that cannot lawfully be waived.
Change-of-mind exclusions for genuinely personalised items apply only where disclosed before purchase and permitted by law. Knitting, production after an order is placed, or selection from standard models, sizes and colours does not automatically make an item personalised. Such exclusions do not remove rights concerning damaged, defective, incorrect or misdescribed goods.
8. Refund method and timing
Refunds are made to the original payment method. If this is unavailable, we will agree an appropriate secure alternative with you. We will not substitute store credit without your consent or impose refund fees prohibited by law.
For statutory remedies, the deadline, starting point and conditions prescribed by applicable law or the relevant market supplement apply. Time does not restart when we approve a request. Refunds of outbound delivery charges and other costs will follow those rights; we do not apply a blanket exclusion of delivery charges.
For our additional voluntary change-of-mind service where no statutory deadline applies, we will process a refund within 15 days after approval under the currently published website policy. Approval will not be used to postpone a deadline required by law or more favourable order terms. The time taken by your payment provider to display the credit may vary. We will provide the processing date and refund confirmation.
9. Withdrawal rights for qualifying transactions in Thailand
Where the relevant consumer protections of Thailand's Direct Sales and Direct Marketing Act apply, you may give written notice of withdrawal within seven days of receiving the goods, and we will refund the full amount within 15 days of receiving that notice. Return, safekeeping and any right to retain the goods pending repayment are governed by applicable law. We do not require prior return in every case.
This does not reduce our website's 14-day change-of-mind service or your other rights. It does not mean that all online transactions fall within identical statutory rules.
10. International customers
English-language content does not mean that delivery is available worldwide. When international purchasing is enabled, supported destinations, charges and applicable market terms must be presented before order confirmation. Language selection, nationality or QR registration alone does not determine your rights.
This policy does not restrict consumer protections applicable to the transaction, and the six-month warranty does not replace mandatory rights in every country. Relevant market supplements must be read with this policy when activated.
11. Warranty provider and contact
Warranty provider: RINLASAYA GROUP CO., LTD.
Your purchase channel or rinlasaya.lalin@madelinethailand.com
Contact customer service for the return address appropriate to your request. This policy does not change the seller identified in your original purchase documents or reduce rights you already held before this update.