LEGAL / Return and Refund Policy

Refund Policy / Cancellation / Shipping Policy

Made-to-Order Items – Production Lead Time

Soft goods manufactured in California, including harnesses, belts, tethers, and lanyards, generally have an average production lead time of 1–2 weeks, depending on the order quantity.

Special Handling Requests

For any of the following requests, please do not proceed to checkout until availability and arrangements have been confirmed with our team:

  • Overnight shipping

  • International shipping

  • Rush orders

  • Special handling services

Required Actions

  1. Add detailed instructions in the Order Notes section.

  2. Contact Customer Service in advance to confirm feasibility, availability, cost, and timing.

Contact: order@madaco.com
Phone: 909-614-1756

Order Inspection, Damage Claims, and Returns

The buyer is responsible for carefully inspecting each incoming shipment for physical damage, missing items, or shortages before acknowledging receipt from the carrier.

When goods are visibly damaged, the buyer should request that the carrier document the damage in writing on the freight bill or delivery receipt.

When concealed damage is discovered after unpacking, the buyer must immediately notify the carrier to obtain verification of the damage and must also notify MADACO within three business days.

  • All returns require a Return Merchandise Authorization number (RMA number).

  • A copy of the RMA documentation must be included inside the return package to ensure proper processing.

  • Returns received without an authorized RMA number may be refused.

  • MADACO does not accept freight-collect shipments for returned merchandise.

  • Merchandise must be returned within 30 days of the invoice date unless otherwise stated in this policy.

  • Special-order, custom-made, non-stock, discontinued, private-label, and made-to-order products are not returnable.

  • All authorized returns are subject to a 25% restocking fee.

Customized products may not be returned. Merchandise may not be returned to MADACO for credit unless the buyer obtains prior written approval and completes the required RMA form.

The purchaser also agrees to pay all costs of collection, including, but not limited to, reasonable attorneys’ fees when applicable.

Claims involving order shortages will not be considered unless they are submitted to MADACO within three days after the buyer receives the goods. No credit memo or payment deduction will be authorized after the buyer has signed the delivery receipt indicating that the shipment was received complete.

Return Policy

MADACO will accept returns only under the following conditions:

  1. The product must be brand-new and unused.

  2. The original packaging must be intact and undamaged.

  3. Requests involving manufacturing defects or workmanship issues must be submitted for review within 30 days.

  4. The customer must obtain an RMA number before returning any merchandise.

MADACO will not accept returns under the following conditions:

  1. The product was custom-designed, customized, made to order, private-labeled, or specially manufactured, including custom harnesses and lanyards.

  2. The product or equipment has been used.

  3. The product cannot be resold as new.

  4. The product is returned without prior authorization.

For safety, health, hygiene, and liability reasons, MADACO does not accept used safety gear or equipment.

Before returning merchandise, make sure that the product is in its original packaging and that an authorized RMA number has been obtained. Returns submitted without an RMA number will not be processed.

Merchandise Returned for Refund

  • All returns are subject to inspection and approval before credit or a refund is issued to a dealer or customer.

  • Customers are responsible for inspecting products immediately upon receipt and notifying MADACO promptly of any problems.

  • Return requests must be submitted within seven days of the product’s delivery date.

  • All items returned for an exchange or refund must be unused, in their original packaging, and in resalable condition.

  • A 25% restocking fee applies to all authorized returned items.

  • A cancellation fee ranging from 25% to 75% may apply when an order is canceled after MADACO has begun purchasing raw materials, components, packaging, or trims, or after production has begun.

  • The purchaser is responsible for return shipping and insurance costs.

  • MADACO is not responsible for returned merchandise that is lost or damaged during transportation.

  • Approved refunds will be issued to the original form of payment or provided as store credit, as agreed upon.

  • Original and return shipping costs are nonrefundable.

  • Freight damage involving UPS, FedEx, DHL, or a customer-selected trucking company must be reported with photographs within three days after delivery.

  • All original packaging must be retained until the damage claim has been approved and closed.

  • Customers may receive less than full credit for merchandise returned to the sender because the shipment was refused, unclaimed, or undeliverable.

  • All shipping expenses are the responsibility of the purchasing party.

  • Custom orders, special-request products, private-label products, and annual orders cannot be canceled and are nonrefundable.

Packaging Instructions for Returned Merchandise

  • Use a new, properly sized shipping box that provides adequate protection for the returned product.

  • Use sufficient protective packaging materials to prevent scratches, impact damage, or other damage during transportation.

  • Include a copy of the authorized RMA form inside the package.

  • Returned merchandise received without a copy of the RMA documentation may not be serviced or processed.

  • The RMA number must be clearly visible on the outside of the package.

  • MADACO’s receiving department may refuse packages that do not display an authorized RMA number.

Addressing the Return Package

Please address authorized return packages as follows:

Madaco Safety Products, Inc.
RMA No. [Insert RMA Number]
1313 N. Grand Ave. Suite 249
Walnut, CA 91789-1317

Do not ship merchandise to this address until MADACO Customer Service has issued an RMA number and confirmed the return instructions.

Acceptance, Changes, and Cancellation of Orders

MADACO reserves the right to make reasonable changes to its products and packaging without prior notice.

MADACO is not responsible for contacting customers before or after shipment regarding routine product or packaging changes.

Purchase orders containing incorrect or outdated pricing may be adjusted to the current price after receiving approval from the customer, unless previously approved special pricing and a valid quotation number are clearly identified on the purchase order.

A valid purchase order may be required before an order can be processed. Once accepted and placed into procurement or production, orders may become irrevocable.

A purchase order submitted by the buyer constitutes a contract to purchase. Payment is required once the products have been delivered, subject to the applicable laws and jurisdiction of the State of California.

None of MADACO’s Conditions of Sale may be added to, modified, superseded, or otherwise altered except through a written agreement signed by an authorized representative of MADACO.

Ongoing product improvement and other operational factors may require occasional changes to product design, material specifications, packaging, or dimensions.

MADACO accepts order cancellation requests only in writing. Approved cancellations are subject to a minimum 25% cancellation fee. Additional charges may apply depending on the stage of procurement, manufacturing, packaging, or order fulfillment.

OEM, customized, made-to-order, private-label, special-request, and annual orders cannot be canceled and are nonrefundable.

Exchanges

When an item must be exchanged because of a sizing issue, the customer is responsible for shipping costs to and from MADACO.

Applicable return, restocking, and processing fees must be paid or deducted before store credit or a replacement product in the correct size is issued.

All exchanges remain subject to inspection and approval.

Refunds

Refund Timeline

Approved refunds will generally be processed within 10 business days after MADACO receives and inspects the returned merchandise.

Refunds will be issued to the original form of payment or through another mutually agreed-upon method.

The amount of time required for the refund to appear in the customer’s account may depend on the customer’s bank, credit-card company, or payment provider.

Shipping, handling, insurance, and other transportation-related charges are nonrefundable unless MADACO determines that the return resulted directly from a MADACO shipping error or an approved manufacturing defect.

Exceptions

The following items are not eligible for return or refund:

  • Products that have been used

  • Products that have been damaged after delivery

  • Products with missing components, labels, instructions, or accessories

  • Products that are not in brand-new and unused condition

  • Products without their original packaging

  • Custom-made or made-to-order products

  • Private-label or specially requested products

  • Discontinued or non-stock products

  • Products returned without prior authorization

  • Safety equipment that has been placed into service or used

How to Return a Product

To request a return, please follow these steps:

  1. Contact MADACO Customer Service and provide your order number, product information, quantity, and reason for the return.

  2. Wait for Customer Service to review the request and issue an RMA number.

  3. Follow the return and packaging instructions provided by Customer Service.

  4. Ship the merchandise to the confirmed return address with the RMA number clearly displayed on the outside of the package.

  5. Include a copy of the RMA documentation inside the package.

  6. After the merchandise is received, MADACO will inspect it to verify that it meets the applicable return conditions.

  7. When the return is approved, MADACO will process the applicable refund, exchange, or account credit.

Contact Information

For questions regarding an order, return, exchange, cancellation, shipping request, or damage claim, please contact:

Madaco Safety Products, Inc.
1313 N. Grand Ave. Suite 249
Walnut, CA 91789-1317

Main: 909-614-1756
Fax: 909-628-5363
Email: order@madaco.com

Thank you for choosing MADACO Safety Products.