The Mad – Refund & Return Policy

At The Mad, we do not maintain a pre-printed inventory. Every artwork is prepared, printed, and framed specifically for your individual order. Because each piece is custom-made for you, we kindly ask you to make your purchases thoughtfully. Please double-check the design, size, and shipping details before completing your order. This “made-to-order” approach allows us to reduce waste and minimize our environmental footprint.

1. RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF PERIOD)

We want you to love your art! In accordance with EU consumer law, customers have the right to cancel their order and return their purchase for any reason within 14 calendar days from the day the package was delivered.

  • To initiate a return, please contact us at contact@themad.io.
  • The product must be unused, in its original condition, and in its original packaging.

2. RETURN SHIPPING & ADDRESS

Our products are dispatched from various international fulfillment centers (e.g., in the USA, EU, or Asia).

  • To return your item, you must first contact us at contact@themad.io to receive the correct return address.
  • Return Shipping Costs: The customer is responsible for paying for their own shipping costs for returning the item. Shipping costs are non-refundable. We strongly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

3. CUSTOMS, DUTIES, AND TAXES (INTERNATIONAL ORDERS)

For orders shipped outside of the European Union:

  • The recipient is the importer of record and must comply with all laws and regulations of the destination country.
  • Customs fees, import duties, and local taxes are the sole responsibility of the customer.
  • The Mad is not responsible for delays caused by customs clearance or for items seized by customs.

4. DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged or there is a manufacturing defect, we will replace it free of charge! To process a claim:

  1. Email us at contact@themad.io within 48 hours of delivery.
  2. Include your order number and clear photos of:
    • The damaged product (front and back).
    • The packaging/box (showing any external damage).
    • The shipping label on the box.
  3. Once verified, we will arrange a replacement or a full refund.

5. REFUNDS

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to the original method of payment within 14 business days.
  • Items showing signs of use, or items damaged due to improper return packaging, will not be eligible for a full refund.

6. ORDER ACCURACY & DELIVERY

  • Address Errors: Please double-check your address at checkout. We are not responsible for orders delivered to an incorrect address provided by the customer.
  • Refused Deliveries: If a delivery is refused by the recipient or cannot be delivered due to an incorrect address, any return shipping fees or restocking fees incurred will be deducted from your refund.
  • Shipping Delays: While we strive for speed, The Mad is not liable for delays caused by shipping carriers, global logistics issues, or holiday peaks.

7. LEGAL INFORMATION

This store is operated under Polish Law, based in Poland. All transactions are governed by the laws of Poland, without prejudice to mandatory consumer protection laws in the customer’s country of residence.

Last updated: 30/04/2026