Refund policy

Refund & Exchange Policy

At Madison Rose, every product is created with care, intention, and respect for the ritual it becomes in your daily skincare experience.

Because skincare products are personal care items and come into direct contact with the skin, our refund and exchange policy is designed to protect the safety, quality, and integrity of every order.

Returns & Store Credit

For hygiene and product safety reasons, Madison Rose accepts returns only on products that are unopened, unused, and in their original packaging. Eligible return requests must be submitted within 15 days of delivery.

To qualify for a return, the item must be:

Unopened and unused
In its original packaging
Purchased directly from Madison Rose
Accompanied by a receipt, order number, gift receipt, or valid proof of purchase
Requested within 15 days of delivery

Approved standard returns will be issued as Madison Rose store credit only. Refunds to the original payment method are not offered for standard returns.

Original shipping fees are non-refundable.

Opened or Used Products

Due to the nature of skincare, we are unable to accept returns, exchanges, or store credit for products that have been opened, used, or removed from their original packaging.

We encourage customers to review product details, ingredients, and usage instructions before purchasing. If you are unsure which product is right for your skin, please contact us before placing your order. We would be happy to help guide your ritual with care.

Exchanges

Madison Rose offers exchanges only for products that arrive damaged, defective, or incorrect.

If your order arrives in less than perfect condition, please contact us within 7 days of delivery with your order number, a brief description of the issue, and clear photos of the product and packaging.

Once reviewed and approved, Madison Rose may provide a replacement, exchange, store credit, or another appropriate resolution.

Return Shipping

For approved standard returns, customers are responsible for return shipping costs.

If your order arrives damaged, defective, or incorrect, Madison Rose will cover the appropriate return or replacement shipping costs once the issue has been reviewed and approved.

We recommend using a trackable shipping method for standard returns, as Madison Rose is not responsible for returns lost in transit.

Damaged, Defective, or Incorrect Orders

Your Madison Rose order should arrive with the same care and intention with which it was created. If your product arrives damaged, defective, or incorrect, please contact us within 7 days of delivery so we can make it right.

To help us review the issue quickly, please include:

Your order number
A brief description of the issue
Clear photos of the product and packaging

What Qualifies as Defective?

A product may be considered defective if there is an issue with the product’s packaging, condition, or functionality that prevents it from being used as intended.

Examples may include:

Broken pump, cap, dropper, jar, tube, or applicator
Product that will not dispense due to packaging failure
Product leaking because of faulty packaging
Cracked, broken, or compromised container upon arrival
Missing safety seal, if the product is intended to have one
Product that appears visibly altered before opening, such as unusual separation, discoloration, or contamination
Product damaged during production, fulfillment, or shipment

A product is not typically considered defective if:

The customer does not like the scent, texture, or feel
The customer ordered the wrong product
The customer changed their mind
The product did not create the expected skincare result
The product caused individual sensitivity or irritation, unless there is evidence of a product issue
The product was damaged after delivery or after opening

Minor Packaging Damage

If a product arrives with minor outer packaging damage but the product itself remains sealed, safe, and fully usable, the item may not qualify as defective.

That said, we always want your Madison Rose experience to feel thoughtful and cared for. If you are concerned about your order, please contact us within 7 days of delivery with photos, and we will gladly review the concern.

Gift Returns

If you received Madison Rose as a gift, eligible gift returns may be accepted for Madison Rose store credit only.

To qualify, the item must be:

Unopened and unused
In its original packaging
Requested within 15 days of delivery
Accompanied by a receipt, gift receipt, order number, or valid proof of purchase

Gift returns are not eligible for refunds to the original payment method.

Items Not Eligible for Return or Exchange

The following items are not eligible for return or exchange:

Opened or used skincare products
Products without original packaging
Products returned outside the return window
Gift cards
Promotional or complimentary items
Final sale items
Products not purchased directly from Madison Rose
Products returned without prior approval or valid proof of purchase

Skin Sensitivity Disclaimer

Skincare is personal, and every person’s skin is unique. While Madison Rose products are created with care and intention, we cannot guarantee that every product will be suitable for every skin type.

We recommend reviewing all ingredients carefully and performing a patch test before full use. To patch test, apply a small amount of product to a discreet area of skin and wait 24 hours. If irritation, redness, itching, burning, or discomfort occurs, discontinue use immediately.

Madison Rose is not responsible for individual skin reactions, sensitivities, or allergies. If you have known allergies, sensitive skin, or specific skin concerns, please consult a qualified skincare or medical professional before using a new product.

How to Start a Return or Exchange

To begin a return or exchange request, please contact Madison Rose customer care.

Please include:

Your order number
Your full name
The item you are requesting to return or exchange
The reason for your request
Photos, if the item arrived damaged, defective, or incorrect

Customer Care: care@madisonrose.com
Returns: returns@madisonrose.com

A Note From Madison Rose

Skincare is more than a routine. It is a ritual of care, presence, and self-devotion.

At Madison Rose, we want every order to feel intentional from the moment it arrives. If something is not right, please reach out so we can review the concern with care.