Refunds & Returns: Howay, Let’s Keep It Simple

We only do refunds on items that haven’t been customised, and only if there’s proof of a fault. Most of our gear is clothing, print, and accessories—if you’ve had it personalised, it’s yours for keeps!

Quick Overview

  • You’ve got 30 days from purchase for a return or exchange.

  • Item must be unused, in the same nick as when it arrived, and in its original packaging.

  • Some things just aren’t returnable: food, flowers, newspapers, magazines, intimate or sanitary goods, hazardous stuff, or flammable bits.

  • Non-returnables also include gift cards, downloads, or select health/personal care items.

  • You’ll need a receipt or proof of purchase for your return.

  • Don’t send returns back to the manufacturer—send them to us.

Partial Refunds

  • Only partial refunds on stuff showing obvious signs of use, opened media (CDs, DVDs, vinyl, games), or items not in original condition.

  • Damage or missing parts (not our fault)? You might get a partial refund.

  • Tried to return it after 30 days? We can’t give a full refund.

Refunds Process

Once we get your return and check it out, we’ll fire off an email telling you if you’re getting your money back or not. If approved, your refund gets sorted via your original payment method in a few days.

Late or Missing Refunds?

  • First, check your bank.

  • Then, ask your card company and your bank—they sometimes take their sweet time.

  • Still no joy after all that? Give us a shout at print@madhousemedia.co.uk.

Sale Items

Sale items aren’t refundable—only full-priced stuff can go back.

Exchanges

We only swap if the item’s faulty or damaged. Need an exchange for the same thing? Email us at print@madhousemedia.co.uk and send your item to:

Offices 1-3 Birtley Business Centre, Station Lane, Birtley, County Durham, DH3 1QT

Gifts

Item marked as a gift and shipped to you? You’ll get gift credit! Once we’ve got your return, a gift certificate comes your way.
Gift wasn’t marked as a gift, or the order went to the giver first? We refund the gift giver—so they’ll know you’ve sent it back.

Shipping Returns

Send returns to:
Offices 1-3 Birtley Business Centre, Station Lane, Birtley, County Durham, DH3 1QT

You pay return shipping—it’s non-refundable. If you’re refunded, any shipping costs come off your refund.
Delivery times for exchanges can vary based on location.
Expensive goods? Use tracked deliveries or shipping insurance. We can’t promise we’ll get your return if it goes missing!

Need Help?

Any questions about refunds or returns, drop us a line at print@madhousemedia.co.uk—we’re happy to help.