Refund policy
Our Promise to You
We want you to feel confident trying MADRadiance. That's why we offer two layers of protection:
- A 14-Day Return Window for order issues (damaged, defective, wrong item, or lost shipments)
- A 30-Day Radiance Guarantee if you try the product and it's just not right for your skin
14-Day Return Window
You have 14 days from the date of delivery to request a return if:
- Your item arrived defective, damaged, or not working properly
- You received the wrong item
- Your order differs from its product description
- Your order never arrived (lost or missing)
To be eligible, please contact us within 14 days of delivery. Unopened items should be returned in their original packaging where possible; for damaged or incorrect items, we may simply replace or refund without requiring a return shipment — we'll let you know what's needed when you reach out.
To start a return or report an issue: email us at hello@itsmadradiance.com with your order number and a short description (and photo, if the product arrived damaged). We'll respond with next steps, which may include a prepaid return label.
Please don't send items back before reaching out first, unrequested returns may not be accepted.
30-Day Radiance Guarantee
Skincare is personal, and we know it can take a little time to tell if a product is right for you. If you've tried Tallow Cloud Whip and it's not love at first glow, we'll make it right.
What's covered: a full refund to your original payment method, within 30 days of delivery even if the jar's been opened and used.
What we ask:
- One Radiance Guarantee refund per customer
- Contact us within 30 days of delivery at hello@itsmadradiance.com with your order number
- Let us know what didn't work for you, we genuinely want to know, and it helps us keep improving
We may ask a few quick questions about your experience, but we won't make this hard. Our goal is for you to feel good about trying us, whether or not the product becomes a staple in your routine.
Damages and Issues
Please inspect your order as soon as it arrives. If anything is damaged, defective, or incorrect, contact us right away at hello@itsmadradiance.com so we can evaluate the issue and make it right quickly.
Not Eligible for Refund
- Requests made after 30 days of delivery
- Orders affected by incorrect shipping information provided by the customer
- More than one Radiance Guarantee refund per customer
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return it within 14 days for any reason, without justification, under EU consumer protection law. Your item should be in the same condition you received it, in its original packaging where possible. You'll also need your receipt or proof of purchase. This is in addition to, and does not replace, your 30-Day Radiance Guarantee above.
Refunds
Once your return or Radiance Guarantee request is approved, we'll refund you to your original payment method within 10 business days. Please note it can take additional time for your bank or card provider to fully post the refund.
If more than 15 business days have passed since your refund was approved and you haven't seen it, reach out to us at hello@itsmadradiance.com.