Refund policy

RETURN POLICY

Returns of Decorative Accessories, Toys, Gifts - Terms and Conditions: This section covers returns of decorative accessories, small case goods and small furniture items and gifts that ship via FedEx, UPS or USPS. A request to make a return must be made within 14 days of receiving the item. These items can be returned for a refund less the cost of original shipping and a 15% restocking fee* and must be shipped back in brand new, unused condition and in all original packaging. (*The restocking fee is a pass-through cost that our vendors charge to receive, unpackage, inspect, and put back into inventory what you return. A few select vendors have a 30% restocking fee and if that is the case, that fee overrides our standard 15%. There are considerable processing fees to our team and the warehouses to accept returns - they must be received, fully inspected for potential damage, restocked, and in many cases can no longer be sold as "new". )  We are happy to accept returns on items received without damage or defect, but the restocking fee applies to all customers equally. For returns that fall under the category of “buyer’s remorse”, the customer is responsible for return shipping. Buyer's remorse is: "I ordered the wrong color", "It wasn't right for my home", "It was too big", "I don't like it", "I changed my mind" etc.

Please note that "Free Shipping" items returned will be refunded less our cost of original shipping. 

Please note that the following items are not eligible for return:

-Final Stock/ Closeout items

-Bargain Basement items (these are final sale items and may not be returned)

-Custom Made to Order or Personalized items

-Artwork (we do not stock art, it is made and framed to order)

-Bulk orders (orders with a quantity of 3 or more of the same product or category; please refer to our bulk order policy for more information)

-Holiday Merchandise

Return authorizations are valid for 14 days once issued and returns must be received back within that time frame.  Please provide your return tracking number to customer service so that we can track your package and issue your refund as quickly as possible. Once the item is received, inspected, and logged, we will issue you a refund to your original form of payment. Items must be packed in the original box with all original packaging, must be in original condition, and returned to Madre prepaid and insured. Shipping is nonrefundable and no COD returns will be accepted. Damaged returns will not be honored. If an item is returned to us damaged, the customer is responsible for collecting the insurance reimbursement from the shipping carrier they chose and our responsibility for the transaction is thus terminated. We can hold damaged items for no more than 14 days and then they will be disposed of or donated. We will not be responsible for items being returned that are somehow lost in transit. Please note that lighting fixtures cannot be returned once installed or assembled or once the wiring has been compromised unless it arrives damaged/defective.

 

Returns of Furniture:  We do not hold any furniture stock, all pieces are specially ordered. Madre does not accept any returns of furniture back to our location.  Please check with our customer service team to find out if the item you have ordered or are considering ordering is eligible for a return back to the vendor within no more than 24-48 hours of receiving it and what applicable restocking fees and return shipping costs would be.  Not all items are eligible.  Please note that if we give Free Shipping, the refund amount will be less the amount of the original freight shipping cost that we paid to get the item to you. Customers are responsible for handling furniture returns back. All items must come back to us in all original packing and must be shipped prepaid and insured for the full purchase price in case of damage on the way back. We will not be held responsible in any way for furniture or items shipped back as a return that arrives back to a vendor damaged.  It will be the customer's responsibility to make a damage claim with the shipper to try to recoup costs in that case. Custom-made, painted, monogrammed or personalized furniture also may not be returned for any reason.  If you see finish/color/paint selections in the item listing, that means it is custom-made to order per your parameters and may not be returned.  We are happy to provide samples before you order.  Placing an order with us implies you have read and reviewed our terms and conditions.

 

When Do I Get My Refund?  Please note that items must be returned and inspected by either our team or our vendors once received.  Please note that there is processing time involved to log these returns. A refund back to your credit card can take up to three weeks.  Please know this if you are planning a return. 

 

Damaged Merchandise: If your item arrives damaged, please complete our damage claim form using the link at the bottom of our home page. Damage claims cannot be processed until this form is submitted.  Please email shop@madredallas.com explaining the damages. 

All merchandise is inspected and sent damage-free to your home.  If an item arrives damaged, it is the customer's responsibility to notify the carrier and Madre Dallas immediately and within 48 hours of receipt.  YOU CAN REFUSE DELIVERY WITH THE DELIVERY COMPANY IF THE ITEM ARRIVES DAMAGED. WE RECOMMEND DOING THIS AS IT OFTEN TAKES TIME TRYING TO GET THE SHIPPING COMPANY BACK TO PICK UP DAMAGED MERCHANDISE IF YOU DO NOT. As outlined above, if furniture is delivered and you do not inspect it at the time of delivery and note damage to the delivery company, a claim will not be possible.  Claims for damaged furniture brought via motor freight or white glove delivery not noted when the piece is brought to the home are null and void.  Please send us photos and video of the damage ASAP within a 48-hour window.

Madre Dallas cannot send replacement merchandise or issue any sort of store credit/refund until the claim is made with the shipper and the item is picked up by the carrier for inspection.  Be sure to keep your purchase in the original packaging so that it can be repackaged and picked up by the shipper for inspection and insurance evaluation.  Once Madre Dallas receives notification from the shipper that an evaluation has been performed, we will immediately replace the merchandise (provided a replacement is available) or issue a full refund.  If you allow too many days to pass, UPS or FedEx won't allow for a damage claim and that will be the customer's responsibility.  If for any reason a customer does not allow the carrier to pick up the damaged merchandise, this will prevent a claim from being processed and this customer is not eligible for replacement merchandise or store credit. This also applies to customers who do not respond to carrier phone calls in a timely manner to allow damaged merchandise to be picked up.  If the carrier makes three attempts to inspect the merchandise and the customer does not comply, we cannot issue a refund or be held responsible.  If merchandise is damaged within a customer's home after the item was delivered, the shipper and Madre Dallas cannot be held responsible.  Please do not "refuse the shipment" of an item that you believe to be damaged without taking some photos - snap some photos with your phone camera and send them immediately to us via email and notify us if you have refused shipment, and be sure to note on the carrier's paperwork that you have refused delivery because of damage.  Be sure the delivery agent sees the damage and keeps a copy of the signed receipt.   If you are ordering pairs of chairs, or sets of chairs or furniture pieces and one item arrive damaged, we will replace that item, not provide a whole new set.   

 

Bulk Orders & Pairs:  Please read this if you are ordering pairs of items such as lamps, bookends, etc. or any items in quantities of more than 2.  This applies to customers, the trade and hospitality companies ordering with us. Any items ordered as a pair will incur a 15% restocking fee if returned.  If you are ordering more than 2 of ANY ONE item on the website so any 3 items or greater (for example, 4 custom wastebasket sets or 8 side tables for a hotel patio area), you MAY NOT return these items for any reason once the order has been put into production and the order has been received.  If you think you are interested in ordering multiples of any one item, order ONE FIRST to see it and be sure that it fits your project needs and then order the rest.  

 

Product Listings: We strive to provide the most accurate product information and photography for our customers. However, colors and finishes often range from piece to piece due to the handmade nature of an item, variation in dye lots, etc. Our customer service team is here to help and happy to provide samples upon request when they are available. Oftentimes we are even able to get in-person photographs of a product for customer approval prior to shipment. Please note that any return requests made for any reason other than an item being damaged or defective, which is determined by the manufacturer, fall under the category of "buyer's remorse" and the customer will be responsible for any restocking fees and shipping costs that apply to their item. Additionally, any item listed as final sale or custom made to order will not be eligible for return unless damaged or defective as determined by the manufacturer. Please see above for our full return policy.

Please be sure that you have read and understand our return policy prior to placing your order.   Call or email us with questions.  Your satisfaction is very important to us!

 

Refund Policy

Quotes: Valid for 30 days. 

Returns: Our policy lasts 7 days from delivery. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Please note that we do not refund the original or return shipping charges. We recommend that you use a shipper, such as USPS Priority Mail, UPS or Federal Express, which allows you to track your package. We are unable to accept a return COD. Please note that it may take up to 10 business days for your refund to be processed once received.

All sales are final on sale items; returns are not accepted on sale items under any circumstances. Personalized and custom order goods are exempt from being returned.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@madredallas.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@madredallas.com and send your item to: 4715 W. Lovers Ln Dallas Texas US 75209.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified of your return.