Lifetime Porcelain Guarantee Terms

Effective from: 26-09-2026

1. About this guarantee

The MADOO porcelain vessel was designed to be kept, refilled and transformed over time.

The Lifetime Porcelain Guarantee is a voluntary commercial guarantee provided by:

The Candle Salon Group
Trading as MADOO
Marconistraat 5, 1821BX, Alkmaar
The Netherlands
Chamber of Commerce number: 72170662
Email: contact@madoo-amsterdam.com

This guarantee applies only under the conditions set out on this page.

2. Your statutory rights

The Lifetime Porcelain Guarantee is offered in addition to your statutory consumer rights and does not replace, restrict or exclude those rights.

If a product does not conform to the purchase agreement, you may be entitled by law to a repair, replacement, price reduction or refund. Any remedy provided under a valid statutory conformity claim will be provided without charge, including the necessary assessment and shipping costs.

Nothing in these terms limits any consumer right that cannot legally be limited or excluded.

3. What "lifetime" means

For the purpose of this guarantee, lifetime means the period during which the original eligible owner owns and uses the original MADOO porcelain vessel in accordance with the MADOO care and safety instructions.

Lifetime does not mean the lifetime of the customer, an unlimited succession of replacement vessels or a guarantee that an identical design, colour or finish will remain available indefinitely.

The guarantee ends when the vessel is sold, transferred or otherwise passed to another owner, except where the vessel was originally purchased as a gift and the first recipient can provide valid proof of purchase.

4. Products covered

The Lifetime Porcelain Guarantee applies exclusively to an authentic MADOO porcelain vessel purchased:

  1. Directly from MADOO
  2. From an authorised MADOO retailer
  3. As part of a complete MADOO Candle or as a separately sold MADOO porcelain vessel

The guarantee does not apply to the candle wax, wick, Candle Refill, mini candles, fragrance oil, Natural Rattan Reeds, Wenge Wood Lid, brass insert, packaging or any other accessory.

Proof of purchase is required. This may be an order confirmation, invoice, receipt or gift receipt showing the date and place of purchase.

5. Defects covered

Subject to assessment by MADOO, the guarantee covers a verified defect in the material or manufacture of the porcelain vessel that occurs during normal and intended use.

Examples may include:

  1. A structural crack that develops during correct use without the vessel having been dropped, knocked or exposed to thermal shock
  2. A failure in the porcelain body that makes the vessel unsafe or unsuitable for its intended use
  3. Glaze that separates, flakes or detaches because of a manufacturing defect
  4. A manufacturing defect in the base that prevents the vessel from standing safely on a flat surface
  5. A defect in the porcelain relief that causes it to detach or deteriorate during normal handling
  6. Damage occurring during correct cleaning in a domestic dishwasher at a maximum temperature of 72°C, provided the MADOO care instructions were followed and the damage was not caused by contact with another object, unsuitable cleaning products or an industrial dishwasher

A visible line, crack or other issue is not automatically considered a manufacturing defect. MADOO will consider the location, appearance, use history and available evidence before determining whether the claim is covered.

6. What is not covered

The Lifetime Porcelain Guarantee does not cover damage or deterioration caused wholly or partly by:

  1. Dropping, falling, knocking, impact, crushing or external pressure
  2. Chipping caused by contact with another hard object
  3. Incorrect placement or use on an unstable or unsuitable surface
  4. Thermal shock, including sudden changes between hot and cold temperatures
  5. Placing the vessel in an oven, microwave, freezer or on a direct heat source
  6. Burning a Candle Refill outside the MADOO porcelain vessel
  7. Using a candle, refill, wax, wick, fragrance or accessory that was not designed or approved for the MADOO vessel
  8. Burning the candle for longer than recommended or failing to follow the candle care and safety instructions
  9. Continuing to use a vessel after a crack, chip or other visible damage has appeared
  10. Incorrect cleaning, abrasive materials, aggressive chemicals or industrial dishwashing equipment
  11. Modification, repair, engraving, repainting or other alteration by the customer or a third party
  12. Commercial, hospitality or rental use, unless MADOO has agreed otherwise in writing
  13. Normal wear, surface scratches, staining, discolouration, fragrance residue or signs of ordinary use
  14. Damage during transport after the vessel has been delivered to the customer
  15. Loss or theft
  16. Circumstances beyond MADOO's reasonable control

Damage present when an order is delivered is handled as a delivery or conformity issue and not as accidental damage. Please report this as soon as possible and retain all packaging.

7. Natural characteristics of porcelain

MADOO porcelain vessels are finished by hand. Small differences between individual pieces are part of their character.

Minor variations in colour, glaze, dimensions, texture, shape, relief, small pinholes or subtle surface markings are not considered defects when they do not affect the safety, stability or intended use of the vessel.

The customer accepts that a replacement may differ slightly from the original vessel in colour, glaze, texture or finish.

8. How to submit a claim

Stop using the vessel immediately if it is cracked, unstable or may no longer be safe.

To submit a claim, email contact@madoo-amsterdam.com with:

  1. Your full name and contact details
  2. Your order number or other valid proof of purchase
  3. The approximate date on which the issue first appeared
  4. A clear description of how the vessel was used, cleaned and stored
  5. A clear photograph of the complete vessel
  6. A close photograph of the reported defect in natural light
  7. A photograph of the base and underside of the vessel
  8. Photographs of the packaging if the damage was already present at delivery
  9. A short video if requested by MADOO

Photographs must be clear, original and unedited. MADOO may request additional information where this is reasonably necessary to assess the claim.

Do not send, dispose of, destroy or attempt to repair the vessel until MADOO has provided written instructions.

A claim should be submitted without unreasonable delay after the issue is discovered. A delay will only affect the claim where it has materially prevented a proper assessment or caused the damage to become worse.

9. Assessment of the claim

MADOO will first assess the claim using the information and photographs provided.

Where the cause cannot reasonably be determined from photographs, MADOO may ask for the vessel to be returned for physical inspection. The customer must not send the vessel before receiving return instructions.

MADOO may consider:

  1. The age and purchase history of the vessel
  2. The nature and location of the damage
  3. The pattern of the crack, chip or surface defect
  4. Evidence of impact, thermal shock or incorrect use
  5. Compliance with the MADOO care and safety instructions
  6. Previous claims connected to the customer, household, order, delivery address or vessel

MADOO may obtain an independent technical opinion when reasonably necessary.

10. Remedies under this guarantee

If MADOO accepts that the vessel has a defect covered by this guarantee, MADOO will, at its discretion:

  1. Repair the vessel where this is safe and reasonably possible
  2. Replace the vessel with the same model
  3. Replace it with a reasonably comparable MADOO porcelain vessel if the original model is no longer available

A replacement may have minor differences in colour, glaze, relief, dimensions or finish.

The commercial guarantee does not provide an automatic right to a cash refund. This does not affect any right to a refund that may exist under applicable consumer law.

11. Claim and replacement limits

The following limits apply exclusively to this voluntary Lifetime Porcelain Guarantee and do not restrict any statutory consumer right:

  1. Each original porcelain vessel is eligible for a maximum of one replacement under the Lifetime Porcelain Guarantee.
  2. A replacement does not create a new or additional Lifetime Porcelain Guarantee and does not restart the original guarantee period.
  3. A maximum of three replacement vessels may be issued to the same customer, household or delivery address during any rolling period of 24 months.
  4. Claims exceeding this limit may be declined under the voluntary guarantee unless MADOO establishes that the vessels are affected by the same verified production defect.
  5. A replacement vessel remains protected by all statutory consumer rights that apply to it.

These limits are intended to prevent repeated or improper use of the voluntary guarantee and do not apply where applicable law requires MADOO to provide a different remedy.

12. Costs

An approved claim under the Lifetime Porcelain Guarantee will be handled without charge. MADOO will cover the reasonable cost of assessment, standard protective packaging and standard tracked delivery of an approved replacement.

No administration or shipping fee will be charged for a valid statutory conformity claim.

If MADOO requests a physical inspection and the inspection shows that:

  1. No covered defect is present
  2. The damage resulted from impact, incorrect use, thermal shock or another excluded cause
  3. The vessel has been altered or previously repaired

then MADOO may charge only the reasonable costs actually incurred.

These costs may consist of:

  1. An assessment, administration and protective repacking contribution of €27.50
  2. The actual cost of tracked shipping if the customer asks for the vessel to be returned
  3. Any customs or import charges incurred because of the return, where permitted by law

The customer will be informed of the possible costs before the vessel is sent for inspection. No such costs will be charged without prior notice.

MADOO may waive these costs at its discretion.

13. Suspected misuse or fraudulent claims

MADOO may reject a claim under this voluntary guarantee where there is reasonable evidence of misuse, fraud or deliberate misrepresentation.

This may include:

  1. Altered photographs or documents
  2. False or inconsistent information
  3. A claim relating to a counterfeit or non MADOO vessel
  4. Deliberately caused damage
  5. Repeated claims connected to different names but the same household, address, payment method or vessel
  6. Refusal to provide reasonably requested evidence
  7. A vessel that has been modified, repaired or tampered with

MADOO may suspend further use of the voluntary guarantee by a customer where fraud or systematic misuse has been established. This does not remove any statutory consumer rights that still apply.

14. Availability and territory

The Lifetime Porcelain Guarantee applies to eligible consumer purchases made directly from MADOO or through an authorised MADOO retailer in a country in which MADOO officially sells its products.

Replacement delivery is subject to legal, customs and carrier restrictions. Where MADOO cannot lawfully or reasonably send a replacement to the customer's current country, MADOO will offer an appropriate alternative where required by applicable law.

15. Limitation of liability

To the fullest extent permitted by law, the Lifetime Porcelain Guarantee is limited to the repair or replacement of the eligible porcelain vessel.

MADOO is not responsible under this voluntary guarantee for indirect loss, loss of use, loss of fragrance, loss of contents or damage resulting from continued use after a defect became visible.

Nothing in these terms excludes or limits liability that cannot legally be excluded, including liability arising from intent, gross negligence, personal injury, product safety obligations or mandatory consumer law.

16. Applicable law

These terms are governed by Dutch law.

If the customer lives in another country, this choice of law does not remove any mandatory consumer protection granted by the law of that country.

17. Contact

Questions or claims relating to the Lifetime Porcelain Guarantee may be sent to:

MADOO
Email: contact@madoo-amsterdam.com
Address: Marconistraat 5, 1821BX Alkmaar
The Netherlands

Every claim is personally reviewed by a member of the MADOO team.