Returns, Withdrawal and Complaints Policy

Last updated: 7 September 2026

This Policy applies to purchases made through themad.io.

It distinguishes between:

  • the statutory right of withdrawal available to consumers in the European Union and European Economic Area;
  • the voluntary return policy offered to consumers in the United States; and
  • voluntary returns and mandatory rights applicable in other countries.

Nothing in this Policy limits consumer rights that cannot legally be waived under applicable national, federal or state law.

1. Seller information

The online store is operated by:

Łukasz Biskupski, trading as The Mad
Os. Bohaterów Września 84/60
31-621 Kraków
Poland

NIP: 6783230072
Email: contact@themad.io
Phone: +48 606 674 674

2. Overview of the return policy

The Mad generally allows consumers to return eligible standard products within 14 calendar days after delivery.

For EU and EEA consumers, this is a statutory right of withdrawal.

For United States consumers and consumers in other eligible countries, this is a voluntary contractual return policy unless local law provides additional rights.

Standard products remain eligible even if they were printed or framed only after the order was placed.

Personalised products may be excluded as described below.

3. EU and EEA statutory right of withdrawal

A consumer residing in the European Union or European Economic Area may withdraw from a distance contract without giving a reason within 14 calendar days.

The withdrawal period expires 14 days after the day on which:

  • the consumer, or a person designated by the consumer other than the carrier, takes physical possession of the product;
  • the consumer takes possession of the last product where products from one order are delivered separately; or
  • the consumer takes possession of the last lot or piece where delivery takes place in several lots or pieces.

The consumer may also submit a withdrawal statement before delivery.

To exercise this right, the consumer must inform The Mad of the decision to withdraw through an unequivocal statement sent to:

Email: contact@themad.io

or:

Łukasz Biskupski – The Mad
Os. Bohaterów Września 84/60
31-621 Kraków
Poland

The model withdrawal form at the end of this Policy may be used, but it is not mandatory.

Sending the statement before the withdrawal period expires is sufficient to meet the deadline.

4. Voluntary return policy for United States consumers

The Mad voluntarily allows United States consumers to return eligible standard products within 14 calendar days after delivery without providing a reason.

To use this policy, the customer must notify The Mad before the 14-day period expires by emailing contact@themad.io.

This voluntary policy does not create or describe the EU statutory right of withdrawal and does not reduce any additional right available under applicable federal or state law.

The return policy, eligible products, return costs and refund method are stated conspicuously in this document and should be reviewed before purchase.

5. Customers in other countries

Unless the product page or checkout states otherwise, The Mad also voluntarily permits consumers outside the EU, EEA and United States to return eligible standard products within 14 calendar days after delivery.

This voluntary policy exists in addition to any mandatory consumer rights provided by the customer’s local law.

Where local law provides more favourable rights, the mandatory local rules apply.

6. Made-to-order products

The Mad does not keep a pre-printed inventory. Products are normally printed and framed after an order is placed.

Production after an order is placed does not, by itself, make a product personalised.

Products selected from standard artworks, dimensions, materials and frame options available on the website remain eligible for:

  • the EU or EEA statutory right of withdrawal; and
  • The Mad’s voluntary return policy for other eligible consumers.

7. Personalised products

The statutory or voluntary right to return a product may not apply where it was made according to the customer’s individual specifications or clearly personalised.

This may include:

  • customer-provided artwork or photographs;
  • custom text;
  • non-standard dimensions requested by the customer; or
  • another individual alteration not included among the standard website options.

The customer will be clearly informed before placing an order if a product is excluded from returns because it is genuinely personalised.

This exclusion does not apply where a personalised product is damaged, unsafe, incorrectly produced or otherwise not in conformity with the contract.

8. How to return a product

The customer must first notify The Mad of the return by emailing contact@themad.io.

Please include:

  • the customer’s name;
  • the order number;
  • the product being returned; and
  • a clear statement that the customer wishes to return the product or withdraw from the contract.

EU and EEA consumers must send the product back without undue delay and no later than 14 calendar days after notifying The Mad of the withdrawal.

Other customers should send the product back within 14 calendar days after receiving return instructions.

We recommend contacting us before shipping so that we can confirm the appropriate return address. This is an organisational request and does not invalidate an EU or EEA consumer’s withdrawal statement.

Unless The Mad confirms another address in writing or by email, returns may be sent to:

Łukasz Biskupski – The Mad
Os. Bohaterów Września 84/60
31-621 Kraków
Poland

A product should not be returned directly to a manufacturing or fulfilment facility unless The Mad has expressly provided that address for the particular return.

9. Return shipping costs

Where a customer returns a non-defective product because of a change of mind or statutory withdrawal, the customer bears the direct cost of returning it unless The Mad agrees otherwise.

Products offered by The Mad can generally be returned through a standard postal or parcel delivery service. The cost depends on the carrier, parcel dimensions, weight and country of dispatch.

The Mad bears reasonable return or collection costs where:

  • the product is damaged in transit;
  • the wrong product was delivered;
  • the product is defective or not in conformity with the contract; or
  • applicable law otherwise requires the Seller to bear the cost.

No restocking, administrative or complaint-handling fee will be charged for exercising mandatory consumer rights.

10. Condition of returned products

Customers may carefully unpack and inspect products.

EU and EEA consumers may inspect a product to the extent normally possible in a physical store. They are responsible only for a reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

Under the voluntary return policy, customers should return the product in substantially the same condition in which it was received, subject to reasonable inspection.

Original packaging is recommended where available but is not an absolute condition for exercising an EU or EEA statutory withdrawal right.

Customers should use suitable protective packaging. Damage caused by inadequate return packaging may result in a proportionate reduction of a voluntary refund or, where permitted by law, a deduction corresponding to the actual reduction in value.

The Mad will explain and substantiate any proposed deduction.

11. Refunds following an EU or EEA withdrawal

The Mad will refund all payments received from an EU or EEA consumer, including the cost of the least expensive standard delivery method offered for the order.

If the consumer selected a more expensive delivery option, the additional amount above the least expensive standard delivery cost does not have to be refunded.

The refund will be issued without undue delay and no later than 14 calendar days after The Mad receives the withdrawal statement.

The Mad may withhold the refund until:

  • the returned product is received; or
  • the consumer provides evidence that it has been sent,

whichever occurs first.

The refund will be issued using the original payment method unless the consumer expressly agrees otherwise. The consumer will not be charged a refund fee.

12. Refunds under the voluntary return policy

For an eligible voluntary return, The Mad will refund the product price and any standard outbound delivery charge paid directly to The Mad.

Additional costs for an expedited or optional delivery service are not refundable unless required by applicable law.

The refund will be issued without undue delay and normally no later than 14 calendar days after the returned product is received and inspected.

The refund will be issued using the original payment method unless another method is expressly agreed.

The customer will not be charged a restocking fee.

13. United States shipping cancellations and refunds

The Mad will have a reasonable basis for any shipping period advertised to United States customers.

If no shipping period is stated, the order will be shipped within the period required by the FTC Mail, Internet, or Telephone Order Merchandise Rule where it applies.

If The Mad cannot ship within the promised or legally applicable period, the customer will be notified and offered the legally required option to:

  • consent to a revised shipping date; or
  • cancel the unshipped order and receive a prompt refund.

Where United States law requires express consent to a longer or indefinite delay, the order will be cancelled unless the required consent is obtained.

Refunds for unshipped orders will be initiated within the time required by applicable United States law and returned through the original payment method or payment provider.

These rights are separate from the voluntary 14-day return policy applying after delivery.

14. Products damaged in transit

If a product arrives damaged, customers should contact contact@themad.io as soon as reasonably possible.

Please provide, where available:

  • the order number;
  • photographs of the product;
  • photographs of the external and internal packaging; and
  • a photograph of the shipping label.

Providing this information within 48 hours may help us submit a claim to the carrier. However, failure to report damage within 48 hours does not remove or limit statutory rights.

Where the Seller or its fulfilment provider selected the carrier, damage occurring before the customer receives the product remains the Seller’s responsibility to the extent required by law.

Depending on the circumstances, The Mad will arrange an appropriate remedy, which may include replacement, repair or refund.

15. Incorrect or missing products

If the customer receives the wrong product or an incomplete order, the customer should contact contact@themad.io.

The customer will not be required to pay the cost of correcting an error caused by The Mad, its fulfilment provider or a carrier selected by The Mad.

16. EU and EEA legal guarantee of conformity

EU and EEA consumers have a minimum two-year legal guarantee of conformity, subject to any longer or more favourable protection provided by applicable national law.

A product may not conform to the contract where, for example, it:

  • does not match the ordered artwork, dimensions, material or frame;
  • is damaged, incomplete or incorrectly produced;
  • materially differs from its description;
  • lacks the quality, durability or characteristics reasonably expected of products of that type; or
  • does not meet applicable safety requirements.

The consumer may request repair or replacement.

The Mad may provide the alternative remedy where the selected remedy is impossible or would involve disproportionate costs, as permitted by applicable law.

Repair or replacement will be carried out:

  • without charge;
  • within a reasonable time; and
  • without significant inconvenience to the consumer.

The consumer may be entitled to an appropriate price reduction or withdrawal from the contract where the statutory conditions are met, including where:

  • repair or replacement is impossible;
  • the Seller fails to provide a remedy properly;
  • the lack of conformity continues despite an attempted remedy;
  • the lack of conformity is sufficiently serious; or
  • it is clear that the product will not be brought into conformity within a reasonable time.

The Seller bears the necessary costs of collection, transport, labour and materials where required by law.

17. United States product complaints

United States customers may have rights under:

— state laws governing implied warranties;

  • state consumer protection laws;
  • legally binding express product representations;
  • federal warranty law, where applicable; and
  • product liability and safety laws.

Unless expressly stated on a product page or in a separate warranty document, The Mad does not offer a separate commercial written warranty for United States sales.

This does not disclaim or limit implied warranties or other consumer rights that cannot lawfully be excluded.

Consumer rights and time limits may vary from state to state.

A customer wishing to report a defective, unsafe, damaged or materially misdescribed product should contact contact@themad.io. The Mad will provide the remedy required by applicable law.

18. How to submit a complaint

Complaints may be submitted to:

Email: contact@themad.io

or:

Łukasz Biskupski – The Mad
Os. Bohaterów Września 84/60
31-621 Kraków
Poland

The complaint should preferably include:

  • the customer’s name;
  • order number;
  • description of the problem;
  • date the problem was discovered; and
  • requested remedy.

Photographs may help us assess the complaint but are not an absolute condition for exercising statutory rights.

Complaints from consumers covered by Polish law will receive a response within 14 calendar days. Complaints from other customers will be handled within a reasonable period and within any mandatory deadline imposed by applicable law.

19. Incorrect addresses, refused deliveries and unclaimed parcels

Customers should provide complete and accurate delivery information.

If delivery is impossible solely because the customer provided an incorrect or incomplete address, refused delivery without validly cancelling the order or failed to collect the parcel, The Mad may deduct documented additional costs directly caused by that situation where permitted by law.

No deduction will be made for costs caused by The Mad, its fulfilment provider or a carrier selected by The Mad.

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid withdrawal or cancellation statement. Customers should separately notify The Mad of their decision.

20. Customs duties and international returns

For deliveries outside the European Union, customs duties, import taxes or other charges may be imposed by the destination country.

When a return is accepted, The Mad will refund amounts paid directly to The Mad according to this Policy.

A request for reimbursement of duties or taxes paid directly to customs or tax authorities may need to be submitted to the relevant authority.

Customers returning goods across international borders should mark the shipment appropriately as returned merchandise where permitted and follow applicable customs requirements.

21. Out-of-court dispute resolution

Customers are encouraged to contact The Mad first so that a complaint can be resolved directly.

EU and EEA consumers may obtain information about consumer assistance and alternative dispute resolution from:

Following an unresolved complaint, The Mad will provide information required by applicable law about whether it agrees to participate in a relevant out-of-court dispute resolution procedure.

The former EU Online Dispute Resolution platform has been discontinued.

22. Model EU and EEA withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

Recipient:

Łukasz Biskupski – The Mad
Os. Bohaterów Września 84/60
31-621 Kraków
Poland
Email: contact@themad.io

I hereby give notice that I withdraw from my contract of sale for the following goods:

…………………………………………………………………………

Order number:

…………………………………………………………………………

Date ordered / date received:

…………………………………………………………………………

Consumer’s name:

…………………………………………………………………………

Consumer’s address:

…………………………………………………………………………

Consumer’s signature, only if this form is submitted on paper:

…………………………………………………………………………

Date:

…………………………………………………………………………