Refund policy
Last updated: September 17, 2026
This policy explains how returns, refunds and the Lifetime Porcelain Guarantee work at MADOO (Marconistraat 5, 1821 BX Alkmaar, the Netherlands, KvK 72170662).
Right of withdrawal: 14 days
Consumers in the European Union may withdraw from a purchase within 14 days, without giving a reason. This period starts on the day after the order, or the last item of the order, is received.
To withdraw, send a clear statement to contact@madoo-amsterdam.com, for example by using the model withdrawal form below. The items must then be returned within 14 days after that notification.
Condition of returned items
Returns are accepted only for items that are unused, undamaged and in their original condition, complete and, where possible, in their original packaging. Items may be handled only as far as needed to judge their nature and characteristics, as one would in a shop.
The following cannot be returned:
- for reasons of hygiene and safety, once the seal or packaging has been opened: candles, candle refills and mini candle refills that have been lit, reed diffuser fragrance oil of which the bottle has been opened, and reeds that have been placed in fragrance oil;
- personalised items and items made to order, as far as permitted by law.
If a returned item has been used, damaged or is no longer in its original condition beyond what is needed to judge it, the refund is reduced by the loss in value. Where the item has lost all its value, no refund is given.
Return shipping
Return shipping costs are paid by the customer. If an item arrives damaged or defective, or the wrong item was delivered, MADOO covers the return shipping costs.
Porcelain is fragile: please pack returns carefully. Use a trackable shipping method and keep the proof of shipment.
Return address: MADOO, Marconistraat 5, 1821 BX Alkmaar, the Netherlands. Please contact us before sending a return.
Refunds
After a withdrawal, the purchase price and the standard delivery costs of the original order are refunded within 14 days, using the original payment method. The refund may be withheld until the items have been received back, or until proof of return shipment has been provided, whichever comes first.
Damaged or incorrect items
If an order arrives damaged or is not correct, please email contact@madoo-amsterdam.com within 48 hours of delivery, with the order number and photos of the item and the packaging. A replacement or refund will be arranged at no cost.
The Lifetime Porcelain Guarantee
MADOO guarantees the porcelain vessel for as long as it is owned. If the vessel shows a defect in material or manufacturing, contact contact@madoo-amsterdam.com with the order number and photos; the vessel will be repaired or replaced.
The guarantee covers the porcelain vessel only. It does not cover wax, candle refills, fragrance oil, reeds, the Wenge Wood Lid, matches or apparel, and it does not cover damage from dropping, impact, misuse or normal wear. The guarantee is in addition to, and does not limit, the statutory rights of consumers.
Model withdrawal form
(Only complete and return this form if you wish to withdraw from the contract.)
To: MADOO, Marconistraat 5, 1821 BX Alkmaar, the Netherlands, contact@madoo-amsterdam.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: …… Ordered on / received on: …… Order number: …… Name of consumer(s): …… Address of consumer(s): …… IBAN (if different from the payment method): …… Signature of consumer(s) (only if this form is sent on paper): …… Date: ……