Refund policy

Last updated: June 21, 2026

This Returns & Refunds Policy applies to orders placed through Meant by Mada Gifts, operated by Mada Collection Gifts, a business licensed in Abu Dhabi, United Arab Emirates.

By placing an order through our website, you agree to this Returns & Refunds Policy.


1. Personalized and made-to-order products

All products sold on our website are personalized and made to order.

This means each item is prepared, customized, embroidered, engraved, crafted, or produced specifically for the customer after the order is placed.

Because our products are personalized, they cannot be returned, exchanged, or refunded unless they are defective, damaged, or incorrect compared with the order details submitted by the customer.


2. No returns for change of mind

We do not accept returns, exchanges, or refunds for change of mind.

This includes, but is not limited to, cases where the customer:

  • no longer wants the item;
  • ordered the wrong product;
  • chose the wrong color, font, design, size, or option;
  • entered the wrong name, initials, date, family member name, or personalization details;
  • changed their preference after placing the order;
  • expected a different result from the personalization details submitted;
  • did not read the product description, size, material, estimated delivery time, or policy information before ordering.

Because each item is made for the customer, it cannot usually be resold or reused.


3. Customer responsibility for personalization details

Customers are responsible for carefully checking all personalization details before completing checkout.

This includes, where applicable:

  • names;
  • initials;
  • dates;
  • family member names;
  • spelling;
  • spacing;
  • capitalization;
  • colors;
  • fonts;
  • design options;
  • product options;
  • delivery details;
  • any other customization information submitted with the order.

We produce personalized items based on the information submitted by the customer at the time of order.

We are not responsible for mistakes caused by incorrect, incomplete, or misspelled details submitted by the customer.

If the product is made according to the details submitted by the customer, the order will not be eligible for return, exchange, or refund because of customer error.

4. Cancellations

Customers may request cancellation within 4 hours of placing the order by contacting us at info@meant.co.

Cancellation is not guaranteed, because production or fulfillment may begin shortly after the order is placed.

If the order has already entered production or fulfillment, cancellation may no longer be possible.

If cancellation is approved, we will issue a refund to the original payment method.

Cancellation requests made after the 4-hour window will not be accepted unless we decide otherwise at our discretion or unless required by applicable law.

 

5. Eligible refund cases

A refund may be considered only if the item received is:

  • defective;
  • damaged on arrival; or
  • incorrect compared with the order details submitted by the customer.

An item may be considered incorrect only if it does not match the product, personalization details, or options submitted by the customer at the time of order.

An item will not be considered incorrect if it was made according to the customer’s submitted details, even if those details were submitted incorrectly by the customer.

 

6. Reporting a problem

If your item arrives defective, damaged, or incorrect, you must contact us at info@meant.co within 3 days of delivery.

Your email should include:

  • your order number;
  • your full name;
  • a clear description of the issue;
  • clear photos showing the defective, damaged, or incorrect item;
  • photos of the packaging, if the item arrived damaged;
  • any other information we reasonably request to review the issue.

Claims submitted more than 3 days after delivery may not be accepted.

Please do not return, discard, alter, wash, use, repair, or dispose of the item before contacting us and receiving instructions.


7. Review of refund requests

After we receive your request and supporting photos, we will review the issue.

We may request additional information, photos, or return of the item before making a decision.

Approval of a refund is not automatic. Refunds are approved only where we reasonably confirm that the item is defective, damaged, or incorrect compared with the order details submitted by the customer.

If the issue is approved, we will process the refund according to this policy.

If the issue is not approved, the order will not be eligible for refund, return, or exchange.


8. Refund method

Approved refunds will be issued to the original payment method used at checkout.

We do not issue refunds by cash, bank transfer, alternative card, or another payment method unless required by law or unless we specifically agree otherwise.

If the customer wants to purchase another item, the customer may place a new order through the website.


9. Refund timing

Once a refund is approved and processed by us, the time required for the refund to appear in the customer’s account may vary depending on the payment provider, card issuer, or bank.

We are not responsible for delays caused by payment processors, banks, card issuers, or other financial institutions.


10. Shipping fees and refunds

If the full order is refunded because of an approved issue caused by us, the original shipping fee will also be refunded.

If only part of an order is refunded, only the affected item will be refunded. The original shipping fee will not be refunded if the customer received other items from the same order successfully.

Shipping fees are not refunded where the issue is caused by the customer, including incorrect delivery information, failed delivery, customer unavailability, refusal to accept delivery, or incorrect personalization details submitted by the customer.


11. Return shipping

If we require the customer to return an item because of an approved issue caused by us, we will cover the reasonable return shipping cost or arrange return collection where possible.

Customers must follow the return instructions provided by us.

We are not responsible for return shipping costs where a return was not approved in advance or where the item was returned without following our instructions.


12. Items not eligible for refund

An item is not eligible for return, exchange, or refund if:

  • the customer changed their mind;
  • the customer ordered the wrong product or option;
  • the customer submitted incorrect personalization details;
  • the customer submitted misspelled, incomplete, or inaccurate information;
  • the item was made according to the customer’s submitted order details;
  • the issue is due to normal variation in handmade, embroidered, engraved, crafted, or personalized production;
  • the color appears slightly different because of screen settings, lighting, photography, or material differences;
  • the size, placement, engraving, embroidery, or design has minor reasonable variation;
  • the item was used, washed, altered, repaired, damaged, or mishandled after delivery;
  • the item was damaged due to misuse, improper care, incorrect storage, or failure to follow care instructions;
  • the delivery issue was caused by incorrect address details, customer unavailability, missed calls, refusal to accept delivery, or failure to respond to delivery communication;
  • the issue was reported more than 3 days after delivery.


13. Delivery-related issues

Customers are responsible for providing accurate and complete delivery information and for being available to receive the order.

If delivery is delayed or fails because of incorrect information, incomplete information, customer unavailability, missed calls, refusal to accept delivery, or failure to respond to delivery communication, the order will not be eligible for cancellation, return, or refund on that basis.

Because our products are personalized and made to order, failed delivery caused by the customer does not make the order refundable.

Please refer to our Shipping & Delivery Policy for more details.


14. Restricted or cancelled orders

We reserve the right to refuse, cancel, or refund any order that includes personalization requests we consider inappropriate, offensive, harmful, unlawful, misleading, or otherwise unsuitable for our brand, products, or customers.

If such an order is cancelled after payment has been made, we will issue a refund to the original payment method, unless otherwise required by law.


15. Contact us

For questions about returns, refunds, cancellations, or order issues, please contact us at:

Mada Collection Gifts

United Arab Emirates

Email: info@meant.co

We aim to respond to customer enquiries within 2 business days. During busy periods, seasonal peaks, product launches, or times of unusually high order volume, responses may take longer, but we will do our best to assist you as soon as reasonably possible.