Returns

Refund Policy

Business-to-business (B2B) purchases are not eligible for returns at any time.

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We hope you are delighted with your purchase. If something is not right, please read the policy below and contact us before returning your order.

Consumer Returns

You may cancel your order by notifying us within 7 days of receiving it. After notifying us, you have a further 14 days to return the item to us.

To request a return, contact us through our Contact Us page and provide:

  • Your order number
  • The item you wish to return
  • The reason for the return
  • Photographs if the item is damaged, faulty or incorrect

Returned items should be sent back with their original packaging, labels, accessories and order details. You may inspect an item as you would in a shop, but it must not be worn for an event, altered, washed, damaged or handled more than reasonably necessary.

Change of Mind and Incorrect Sizes

If you change your mind or order an incorrect size, you are responsible for the cost of returning the item.

We do not charge a restocking fee for a valid consumer return. However, we may reduce the refund if an item has been handled beyond what is reasonably necessary to inspect it or if it is returned damaged, incomplete or without its original packaging.

Non-returnable Items

For health and hygiene reasons, the following items cannot be returned after their protective packaging or hygiene seal has been opened:

  • Wigs and hairpieces
  • Wig caps
  • Hats and headwear sold with a hygiene seal
  • Face masks
  • Cosmetics and make-up
  • Hosiery
  • Underwear and lingerie
  • Other sealed personal or hygiene products

Personalised, customised or made-to-order products cannot be returned for a change of mind.

These exclusions do not apply when an item is faulty, damaged, incorrectly supplied or not as described.

Damaged, Faulty or Incorrect Items

Please contact us as soon as possible if your order arrives damaged, faulty, incomplete or different from what you ordered. Where practical, include clear photographs of the item, packaging and delivery label.

Once the problem has been confirmed, we will provide an appropriate remedy, which may include a replacement, repair or refund upon return of your order.

Reporting a problem promptly helps us investigate the delivery, but it does not affect any statutory consumer rights you may have.

Refunds

We will inspect returned items after they arrive. Approved refunds will be issued to the to store credit.

We aim to process refunds promptly and, where applicable, no later than 14 days after receiving the returned item or acceptable evidence that it has been sent back.

Banks and payment providers may take additional time to display the refund in your account.

Exchanges

We do not currently process direct exchanges. If you need another size or product, please return the original item and place a new order.

Sale Items

Sale and discounted items have the same return rights as full-price items, subject to the conditions and hygiene exclusions in this policy.

Return Address

Do not return an item until you have contacted us and included your order number.

MAD Distribution (INT) Ltd – MADDISTRO
c/o Green Fulfilment (GLA)
27 Kilbirnie Place
Glasgow
G5 8QR
United Kingdom

We strongly recommend using a tracked return service and keeping your postage receipt. We cannot accept responsibility for a change-of-mind return until it reaches our fulfilment centre.

Business Purchases

This consumer returns policy does not apply to purchases made wholly or mainly for business purposes. Business customers should contact us for the terms applicable to their order.

Your Rights

Nothing in this policy limits or removes any statutory consumer rights that apply to your purchase.