2. Refund & Cancellation Policy

Last updated: 27 March 2026

2.1 General Position

Given the nature of alcoholic beverages as perishable, regulated goods, Madira operates a strict no-refund, no-return policy as a general rule. All sales are considered final upon confirmation and payment of an order. We encourage customers to review product descriptions, vintage details, and tasting notes carefully before placing an order.

2.2 Accepted Grounds for Refund or Replacement

Notwithstanding the general position above, Madira will offer a refund or replacement in the following circumstances:

• Damaged in transit: The product arrives visibly damaged — including broken bottles, damaged seals, or compromised packaging — due to handling by Madira’s delivery team.

• Wrong item delivered: You receive a product that differs materially from what was confirmed in your order — including incorrect SKU, vintage, or product type.

• Corked or clearly faulty wine: In the case of a wine that is demonstrably corked or otherwise technically faulty (not simply a matter of personal taste), we will consider a replacement on a case-by-case basis, subject to return of the unconsumed portion.

• Product unavailable after payment: As described in Section 1.5, if an ordered product becomes unavailable after your payment has been processed, you are entitled to a full refund.

2.3 How to Raise a Claim

To raise a refund or replacement claim, you must contact Madira within 48 hours of receiving your order. Claims must be submitted to contact@madirasg.com and must include: your full name, order number, a clear description of the issue, and photographic evidence of the damaged or incorrect item(s). Claims submitted beyond the 48-hour window, or without supporting evidence, will not be entertained.

2.4 Resolution Process

Upon receipt of a valid claim, Madira will review the evidence and respond within 3 business days. Where the claim is accepted, we will offer, at our discretion: a replacement of the same product (subject to availability), or a refund of the value of the affected item(s) to your original payment method within 7 to 14 business days. We will not offer refunds for personal taste preferences, change of mind, or minor cosmetic differences in labelling that do not affect product quality.

2.5 Cancellations

Orders may be cancelled by the customer within 2 hours of placement, provided the order has not yet been packed or dispatched. Cancellation requests must be submitted immediately via email to contact@madirasg.com or by contacting us on WhatsApp. Once an order has been packed or is out for delivery, cancellation is no longer possible and our standard no-refund policy applies.

Madira reserves the right to cancel any order at its discretion due to stock issues, pricing errors, compliance concerns, or suspected fraud. In such cases, a full refund will be issued.

2.6 B2B & Wholesale Orders

Cancellations and refunds for B2B and wholesale accounts are governed by the terms set out in the individual supply agreement or purchase order confirmation between Madira and the trade buyer. In the absence of specific written terms, the general policy outlined above applies.

2.7 Marketplace Orders (Shopee / Lazada)

Orders placed through third-party marketplaces such as Shopee and Lazada are subject to the respective platform’s returns and refunds framework in addition to this policy. In the event of any conflict, Madira will work with the platform to resolve the matter in a reasonable and fair manner.