Refund policy

Returns & Refunds Policy

We want you to be happy with your MadHiker order. If something isn’t right, please contact us and we’ll do our best to help.

30-Day Returns

We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be:

Unused and in the same condition you received it
In its original packaging, with any tags or accessories included
Accompanied by proof of purchase

To request a return, contact us at info@madhiker.eu with your order number and reason for return.

Please do not send your item back without contacting us first. Once your return has been approved, we will provide you with the correct return instructions and return address.

Unless the item is faulty, damaged, incorrect, or otherwise required by applicable consumer law, return shipping costs are the responsibility of the customer.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective, or you have received the wrong product, contact us as soon as possible at info@madhiker.eu.

Please include your order number and, where possible, photos showing the issue. We’ll review the problem and arrange an appropriate solution, such as a replacement or refund.

Non-Returnable Items

For health, hygiene or safety reasons, certain products may not be eligible for return once opened or used. Custom or personalised products may also be excluded from our standard returns policy.

If you're unsure whether your item can be returned, contact us at info@madhiker.eu before sending anything back.

This does not affect your statutory consumer rights.

Exchanges

We don't currently offer direct exchanges. If you'd like a different product, size or colour, you can return the original item in accordance with this policy and place a new order.

EU 14-Day Right to Cancel

If you are a consumer in the European Union, you generally have the right to cancel an eligible online purchase within 14 days of receiving your order, without having to provide a reason.

To exercise this right, contact us at info@madhiker.eu within the 14-day period. You will then receive instructions on how to return your order.

Certain exceptions may apply under consumer law, including for some personalised or sealed hygiene-related products once opened.

Your statutory rights are not affected by our additional 30-day returns policy.

Refunds

Once your return has been received and inspected, we'll let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed after approval. Your bank or card provider may take additional time to show the refund in your account.

If more than 15 business days have passed since we approved your refund and you haven't received it, please contact us at info@madhiker.eu.