Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at aobeirne@madhatters.com with your order number and reason for return. Once your return is accepted, you will receive an RMA (Return Merchandise Authorization) number and instructions on where to send your package. Items sent back without first requesting a return will not be accepted.
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as Madhatters is not responsible for items lost in transit on the way back to us. Returns must be sent to:
10153 King George Blvd Unit 713, Surrey, BC V3T 2W1
You can always contact us for any return questions at aobeirne@madhatters.com.
Damages & Wrong Items
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect. To resolve the issue, please email aobeirne@madhatters.com with:
If the item is confirmed damaged or incorrect, Madhatters will cover the cost of return shipping and offer you a replacement or full refund — whichever you prefer.
Exceptions / Non-Returnable Items
The following items cannot be returned:
Please get in touch if you have questions about a specific item.
Exchanges
We do not process direct exchanges. To obtain a different size, colour, or style, please return your original item following the return process outlined above. Once your return is accepted and your refund is processed, you are welcome to place a new order for the desired item. This ensures the fastest turnaround and guarantees availability of your preferred product.
Refunds
Once we receive and inspect your return, we'll notify you whether the refund has been approved. If approved, you'll be refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you haven't received it, contact us at aobeirne@madhatters.com.
Online & In-Store Returns
To ensure a smooth return experience, please note the following:
Items purchased in-store may only be exchanged at the original location of purchase within 14 days of the purchase date. The original receipt and intact tags are required for all in-store exchanges.
Items purchased online are only eligible for returns through our online return process. Online purchases cannot be returned or exchanged at any physical store location, and in-store purchases cannot be returned through our online system. Online returns must follow the steps outlined in the Return Policy section above.
