Refund & Exchange Policy

Our approach

If a product is not right for you, please tell us. MADC keeps the refund and exchange process simple.

We ask for the reason so that we can understand what happened, identify whether the issue concerns the product, file delivery, description or customer experience, and improve our work. The purpose is to learn from the request—not to make the customer prove a case or pass through unnecessary conditions.

Where a refund is due, it will be honoured. Nothing in this policy limits any mandatory consumer right available under the law that applies to the purchase.

The four-step return, exchange and refund process

1. Submit the Product Return / Exchange e-Form

Submit the e-form through your Client Portal or contact info@maisonatelierdc.com if you cannot access it. Please select your preferred outcome—refund, exchange, correction, or technical help—and briefly tell us what happened. You may attach screenshots, files or photographs if useful, but these are not required merely to open a request.

2. Receive your automatic Enquiry Acknowledgement Receipt

Immediately after submission, our system will issue an Enquiry Acknowledgement Receipt with a unique reference number. This confirms that your request is safely recorded. It is not an approval or rejection; it is your trackable record of the request.

3. MADC inspection and resolution within 7 calendar days

Our team will review the order, the product specification and the information you provided. We aim to complete this inspection and issue a clear written outcome within 7 calendar days of receiving a complete request.

Depending on what will serve you best, we may provide technical assistance, a corrected or replacement file, an exchange for an equivalent MADC product, a price adjustment, or a refund. If we need a short extension because the matter is unusually technical, we will tell you why and give you the revised completion date. This does not affect your statutory rights.

4. Receive your resolution and Refund Receipt

When a refund is approved, we return the applicable amount to the original payment method unless you expressly agree otherwise. We then issue a Refund Receipt showing the case reference, amount, currency, payment route and processing date. Your payment provider may require additional time to post the credit; that timing is outside MADC's control.

Your options and rights

A. Digital products: drawings, templates, publications and downloadable files

If a digital product is missing content, materially differs from its stated specification, is corrupted, cannot be accessed, or does not perform as described, please submit the e-form. We will first offer the fastest appropriate solution—usually a corrected file, re-delivery, compatible format, access restoration or other technical remedy. If we cannot bring the product into conformity within a reasonable time and without significant inconvenience, you may receive an appropriate price reduction or a refund/contract termination, as applicable.

For EU/EEA consumers, this is separate from the right of withdrawal. A statutory guarantee applies to digital content and services that are faulty, not as advertised or not working as expected; a claim may be made for at least two years for a one-off purchase, subject to applicable law.

B. Change-of-mind requests and the EU/EEA 14-day right of withdrawal

If you are an EU/EEA consumer buying online, you generally have 14 days to withdraw from a purchase without giving a reason. For goods, the period normally runs from delivery; for services, from contract conclusion.

For downloadable digital content, the right of withdrawal may end once you have expressly asked MADC to begin supply immediately and acknowledged that you lose the withdrawal right when downloading, streaming or accessing the content. MADC presents this consent clearly at checkout. This does not affect your rights if the content is faulty or not as described.

For made-to-order or clearly personalised work, and for services fully performed after your express request to begin during the withdrawal period with acknowledgement of the consequences, the statutory right of withdrawal may not apply. We will still consider a goodwill resolution where appropriate.

If you are exercising a statutory withdrawal right, the reason field in our e-form is optional. You may use our form or send us any clear statement that you wish to withdraw.

C. Physical goods, if offered by MADC

For a faulty or incorrectly supplied physical item, MADC bears the reasonable cost of return and will arrange an appropriate repair, replacement or refund. For a non-faulty EU/EEA change-of-mind return within the withdrawal period, return postage is normally the buyer's responsibility unless MADC has stated otherwise before purchase. We will always provide return instructions before asking you to send anything.

D. Exchanges

An exchange can be the quickest solution when you need a different MADC product, drawing version, measurement system or compatible format. Tell us what you need instead. If the replacement has a different price, we will clearly confirm any balance before processing it. An exchange never removes your legal rights where the original product is non-conforming.

EU/EEA legal guarantee—clear statement

EU/EEA consumers have a minimum two-year legal guarantee for goods and for one-off digital content/services where the product is faulty, not as advertised or not working as expected. The supplier must bring the product into conformity without charge; where this cannot be done within a reasonable time and without significant inconvenience, the consumer may be entitled to a price reduction or to end the contract and receive a refund. National law may provide stronger or longer protection.

Nothing in this policy limits these rights. MADC's voluntary 7-day inspection target is a service standard, not a limit on the time in which you may raise a statutory claim.

How to submit a request

Complete the online Product Refund / Exchange Form with only the following information:

• Email
• Product
• Reason for refund or exchange
• Stripe receipt / payment receipt upload

Then select Send. If you are exercising an EU/EEA statutory right of withdrawal, you do not have to provide a detailed reason; enter “EU/EEA withdrawal” in the reason field.

If you cannot use the form, email the same information to info@maisonatelierdc.com.

System template: Enquiry Acknowledgement Receipt

Subject: We have received your MADC return / exchange request — [CASE-ID]

Dear [BUYER-NAME],

Thank you for letting us know. Your request has been recorded and is now with the MADC Client Care team.

We ask for the reason behind your request so that we can understand exactly what occurred and improve our products and service. Your enquiry has not been rejected or approved by this automatic message; it is safely logged and will be reviewed by a person.

Please keep this receipt for your records. If you need to add information, reply to this email and include [CASE-ID].

Kind regards,
MADC Client Care
Maison Atelier Documentation

System template: Resolution Notice

Subject: Your MADC request [CASE-ID] — resolution

Dear [BUYER-NAME],

We have completed our review of your request regarding [PRODUCT-NAME].

Outcome: [REFUND APPROVED / EXCHANGE APPROVED / CORRECTION OR REPLACEMENT PROVIDED / TECHNICAL ACCESS RESTORED / OTHER]

What we found: [SHORT, PLAIN-LANGUAGE EXPLANATION]

What happens next: [NEXT STEP, LINK, ACCESS DETAILS, OR REFUND PROCESSING DATE]

[If a refund is approved: “A Refund Receipt is set out below and will also be available in your Client Portal.”]

Thank you for taking the time to tell us what happened. Your feedback is part of how we maintain and improve the MADC system.

Kind regards,
MADC Client Care

System template: Refund Receipt

MADC Refund Receipt

Confirmation: MADC has authorised the refund shown above. Once processed, the payment provider or card issuer may take additional time to display the credit in your account. This receipt records MADC's refund instruction and should be retained with your original order record.

Issued by Maison Atelier Documentation
info@maisonatelierdc.com