Refund policy
Our Promise to You
We want you to feel confident trying MADRadiance. Skincare is personal, and we know it can take a little time to determine whether a product is right for you.
That's why we offer two layers of protection:
- Order Protection for damaged, defective, leaking, incorrect, missing, lost, or undelivered orders
- A 30-Day Radiance Guarantee if you try an eligible MADRadiance skincare product and it's simply not right for you
Order Cancellations
Changed your mind? Contact us as soon as possible at hello@itsmadradiance.com
Orders may be canceled and fully refunded if the cancellation request is received before the order enters production and fulfillment.
Once an order has entered production or fulfillment, it can no longer be canceled or refunded due to a change of mind.
Damaged, Defective, Leaking, Incorrect, or Missing Items
Please inspect your order when it arrives. If your product arrives damaged, defective, leaking, incorrect, or an item is missing, contact us as soon as possible at hello@itsmadradiance.com.
Please include your order number, a brief description of the issue, and clear photo or video documentation.
Once the issue has been reviewed and approved, a replacement will be sent at no additional cost to you.
Lost or Undelivered Packages
If tracking shows that your package was lost in transit, or your package is marked as delivered but you did not receive it, please contact us at hello@itsmadradiance.com with your order number.
We'll work with our fulfillment partner to review the shipment and make it right.
No Physical Returns or Exchanges
Because skincare and personal care products are intended for individual use, we do not accept physical returns or exchanges for hygiene and product safety reasons.
Please do not mail products back to MADRadiance. A physical return is not required for an approved replacement or Radiance Guarantee refund.
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 an eligible MADRadiance skincare product and it's not love at first glow, we'll make it right.
What's covered: A full refund to your original payment method when an eligible Radiance Guarantee request is made within 30 days of delivery, even if the product has been opened and tried.
What we ask:
- One Radiance Guarantee refund per customer
- Contact us within 30 days of delivery at hello@itsmadradiance.com
- Include your order number
- Let us know what didn't work for you. We genuinely want to know, and your feedback helps us continue 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 MADRadiance, whether or not the product becomes a staple in your routine.
Not Eligible for Refund
Refunds are not available for:
- Change-of-mind requests after an order has entered production or fulfillment
- Radiance Guarantee requests made more than 30 days after delivery
- More than one Radiance Guarantee refund per customer
- Delivery issues caused by incorrect or incomplete shipping information provided by the customer
Qualifying damaged, defective, leaking, incorrect, missing, lost, or undelivered orders will be handled separately under our Order Issue Protection process.
Refunds
Once your Radiance Guarantee or other eligible refund request is approved, we'll issue the refund to your original payment method within 10 business days.
Please note that your bank or card provider may require additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at hello@itsmadradiance.com.
Questions?
We're here to help. If you have questions about an order, cancellation, replacement, or the Radiance Guarantee, contact us at:
Thank you for choosing MADRadiance.
Reconnect. Restore. Radiate.