Refund and Replacement Policy

Our Commitment to You

At Macdilo, every product is unique and made-to-order specifically for you. Because of this customized production model, we do not accept returns or exchanges for “change of mind,” incorrect size selection, or personal preference.

However, your satisfaction is our priority. If there is an issue with the quality or accuracy of your order, we will make it right, guaranteed.

Eligibility for Support

We offer a full refund or a free replacement if your item falls under one of the following categories:

  • Damaged: The product arrived torn, broken, or deformed.
  • Manufacturing Defect: Poor print quality, peeling, or sewing errors.
  • Our Error: We sent the wrong size, color, or design compared to your order.
  • Significantly Different: The product differs substantially from the description or mockup.

Please note: All claims must be submitted within 30 days of the delivery date.

“Keep The Item” Policy (Hassle-Free)

We know returning items is inconvenient. To resolve your issue quickly:

  • You are NOT required to return the defective product.
  • Please feel free to keep, donate, or dispose of the item as you see fit.
  • This saves you shipping costs and allows us to send your replacement or refund faster.

How to Request a Refund or Replacement

To start a claim, please follow these steps:

  1. Email us at: support@macdilo.com
  2. Subject line: “Issue with Order [Your Order Number]”
  3. Please include:
    • Your Order Number.
    • Clear photos of the issue (close-up of the defect and the full item).
    • A brief description of the problem.
    • Your preference: Refund or Replacement.

Our support team will review and respond within 24-48 business hours.

Resolution Options

  • Refund: Issued directly to your original payment method. Funds typically appear in your account within 3-5 business days.
  • Replacement: We will produce and ship a new item to you immediately at no extra cost.

Exclusions

We cannot offer refunds or replacements for:

  • Items where the customer selected the wrong size, color, or design.
  • Orders lost due to an incorrect shipping address provided by the customer.
  • Normal wear and tear or damage caused by improper care/washing.

Contact Us

If you have any questions, please contact us:

Business Address: 213 Pinon Ave, Pinole, CA 94564, United States

Email Support: support@macdilo.com

Customer Support Hours: Monday – Saturday, 9:00 AM – 5:00 PM (Pacific Time)

Our online store is open 24/7 for your shopping convenience.