Return & Refund Policy
Last Updated: June 2026
At Madex Spa Supplies, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.
This Return & Refund Policy applies to all purchases made through our website.
Return Eligibility
Customers may request a return within 30 calendar days of receiving their order.
To qualify for a return, the item must:
- Be unused and in its original condition.
- Be free from damage caused by misuse, neglect, or improper handling.
- Include all original packaging, manuals, accessories, and documentation.
- Be accompanied by proof of purchase.
Items returned without prior authorization may not be accepted.
Non-Returnable Items
The following items are not eligible for return:
- Products damaged through misuse or improper installation.
- Products modified after delivery.
- Clearance, liquidation, or final-sale items.
- Customized or special-order products.
- Products returned without original components or packaging.
Return Authorization
Before returning any product, customers must contact our support team to obtain a Return Authorization (RA) number.
Return requests may be submitted via:
Email:
sales@madexspasupplies.com
Phone:
+1 (220) 212-4798
Return Shipping
Unless the return is due to a shipping error, defective product, or incorrect item sent by Madex Spa Supplies, customers are responsible for return shipping costs.
We recommend using a trackable shipping service and purchasing shipping insurance for high-value items.
Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of delivery.
To assist with the claim process, please provide:
- Your order number.
- Photos of the product.
- Photos of the shipping carton and packaging.
- A brief description of the issue.
Upon verification, we may provide a replacement, exchange, repair, or refund at our discretion.
Inspection Process
Returned items are inspected upon receipt.
Once the inspection is completed, we will notify you regarding the approval or rejection of your refund request.
Refunds
Approved refunds will be issued to the original payment method used during checkout.
Refunds are typically processed within 5-10 business days after the returned product has been received and inspected.
Processing times may vary depending on the customer’s financial institution.
Partial Refunds
Partial refunds may be issued when:
- Returned items show signs of use.
- Components, accessories, or packaging are missing.
- Product value has been diminished due to customer handling.
Order Cancellations
Orders may be canceled before shipment for a full refund.
Once an order has shipped, it is subject to this Return & Refund Policy.
Chargebacks
Customers experiencing order issues are encouraged to contact us first so that we may attempt to resolve the matter promptly.
Unauthorized chargebacks may delay the resolution process while the transaction is investigated.
Contact Information
Address:
100 E Valley Blvd,
Alhambra, CA 91801,
United States
Phone:
+1 (220) 212-4798