Refund & Return Policy

1. Return Policy Overview

At Golden Maduro, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, you may return your product within 14 days of delivery for a full refund or exchange, subject to the conditions outlined in this policy.

2. Return Eligibility

2.1 Eligible Returns

To be eligible for a return, your item must meet the following conditions:

• Returned within 14 days of delivery date
• Unused and in the same condition as received
• Include all original accessories, documentation, and packaging materials
• Include proof of purchase (order number or receipt)

2.2 Non-Returnable Items

The following items cannot be returned:

• Items returned more than 14 days after delivery (doesn't apply for material defects)
• Items that show signs of wear, damage, or alteration
• Items returned without original packaging or accessories
• Custom or personalized orders (if applicable)

3. How to Initiate a Return

To start a return, please follow these steps:

Important: Do not ship returns without first obtaining a Return Authorization number. Unauthorized returns may not be accepted or refunded.

4. Return Shipping

4.1 Return Shipping Costs

Standard Returns: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.).

Defective or Incorrect Items: If you received a defective or incorrect item, we will provide a prepaid return shipping label at no cost to you.

4.2 Return Shipping Method

We recommend using a trackable shipping method and purchasing shipping insurance for valuable items. We are not responsible for items lost or damaged during return shipment. Keep your shipping receipt and tracking number until your return is processed.

5. Refund Processing

5.1 Inspection and Approval

Once we receive your return, we will inspect the item to ensure it meets our return eligibility criteria. This process typically takes 2-3 business days. We will notify you by email once the inspection is complete and let you know whether your refund has been approved.

5.2 Refund Method

Approved refunds will be processed to your original payment method within 5-7 business days of approval. Depending on your bank or credit card company, it may take an additional 3-5 business days for the refund to appear in your account.

5.3 Refund Amount

Your refund will include the full purchase price of the product. Original shipping costs are non-refundable unless the return is due to our error. If you received free shipping on your original order, the actual shipping cost will be deducted from your refund.

6. Exchanges

We currently offer exchanges for defective or damaged items only. If you would like to exchange your item for the same product, please contact us at [email protected]. We will arrange for a replacement to be sent once we receive your returned item.

If you would like a different product, we recommend returning your original item for a refund and placing a new order.

7. Defective or Damaged Items

7.1 Reporting Defects

If you receive a defective or damaged item, please contact us within 7 days of delivery. Provide your order number and clear photos showing the defect or damage. We will review your claim and provide a resolution, which may include:

• Full refund
• Free replacement shipment
• Partial refund if you wish to keep the item

7.2 Manufacturing Defects

Each statue is handcrafted and hand-finished, which means minor variations in appearance are normal and not considered defects. However, significant manufacturing defects such as broken parts, missing components, or major finish imperfections are covered under this policy.

8. Wrong Item Shipped

If we shipped you the wrong item (wrong size, wrong product, etc.), please contact us immediately. We will:

• Provide a prepaid return shipping label at no cost to you
• Ship the correct item to you at no additional charge
• Process your return and replacement as a priority

We apologize for any inconvenience and will make it right as quickly as possible.

9. International Returns

International customers may return items subject to the same conditions as domestic returns. However, please note:

• International return shipping costs are the customer's responsibility (unless due to our error)
• Customs duties and taxes paid on the original shipment are non-refundable
• Returns must clear customs and arrive at our facility within 30 days of the return authorization date
• We recommend using a trackable international shipping method

10. Cancellations

10.1 Order Cancellation

You may cancel your order for a full refund if it has not yet entered production. To cancel, contact us as soon as possible at [email protected] with your order number.

10.2 Orders in Production

Once your order has entered production (you will receive a notification email), cancellation is no longer possible. However, you may still return the item once you receive it, subject to our standard return policy.

11. Restocking Fee

We do not charge a restocking fee for standard returns that meet our eligibility criteria. However, a 20% restocking fee may be applied in the following cases:

• Item is returned without original packaging
• Item shows signs of use or wear
• Item is returned after the 14-day return window (if we accept the return at our discretion)
• Return is refused due to customer's failure to follow return instructions

12. Refund Delays

If you have not received your refund within the expected timeframe, please:

• Check your bank account or credit card statement again
• Contact your bank or credit card company, as processing times vary
• Contact us at [email protected] if you still have not received your refund

13. EU Consumer Rights

If you are located in the European Union, you have the right to cancel your order within 14 days of receiving your product without giving any reason (EU Consumer Rights Directive). This "cooling-off period" allows you to return the product for a full refund, provided it is in its original condition and packaging.

To exercise this right, please contact us within 14 days of delivery. You have an additional 14 days from the date you notify us to return the item.

14. Chargebacks and Disputes

If you have an issue with your order, please contact us directly before initiating a chargeback or payment dispute with your bank or credit card company. We are committed to resolving any problems and will work with you to find a fair solution.

Initiating a chargeback without first contacting us may result in your account being suspended and may affect future orders.

15. Contact Us

If you have questions about returns or refunds, please contact us at:

We typically respond to return and refund inquiries within 24-48 hours during business days.