FAQ

Order Tracking and Delivery

• Can I change my delivery address after I place an order?

– You can change your address any time before your item is shipped. Once we ship it the address can’t be changed.

• How do I know my order is confirmed?

– We will send you an email upon order confirmation.

• How can I track my order?

– The docket number and the link for the logistics partner will be made available to allow you to track your order

Order Cancellation

• Why was my order cancelled?

– In the rare case that Madonna Home Solutions cannot fulfil the order in the committed timeline, your order would be cancelled and a refund initiated

• Can I cancel my order before dispatch?

– The order can be cancelled any time before production process has been initiated. After production has been initiated, you can submit a request for cancellation and the reason for the same, which will be evaluated by our team. On approval of request, store credit or refund will be initiated to your account

• Can I cancel my order any time before delivery?

– The order cannot be cancelled after it has been dispatched

Returns and Replacements

• How can I return/replace an item?

– A return or replacement can be initiated within 7 days of delivery. You will need to forward a request which shall be processed by our team

• How will returns be shipped back?

– Returns will have to be arranged by the customer at the company address. You will need to ensure adequate packaging to prevent damage during transit. Return shipping costs will be borne as per our Shipping, Return and Refund Policy

Payments and EMIs

• What are the different modes of payment available?

– You can use any one of the following payment methods:
– Credit card
– Debit card
– Net Banking
– Direct Transfer to Bank Account
– Wallet

• My transaction failed but the money is deducted from my account. What should I do?

– Don’t worry, it will be reversed instantly. You can check your account balance to confirm. If a problem still persists, please contact our Customer Care and we will solve the issue immediately

• How does credit card EMI payment work?

– For all EMI payments, first the full order value on the credit card gets charged. This then later gets converted into EMIs (by the bank) and excess amount goes back to the card. This process usually takes 5-7 workings days

• I opted to save card details. What details are saved?

– Madonna Home Solutions will only save:
– Card number
– Card holder’s name
– Expiry date of the card
– We do not save the CVV number or the 3D secure password

Installations and Demos

• Is product installation included in prices?

– Installation policy varies depending on the product category in question. Products with free installation accompany the message in product details. For any clarifications or doubts, please contact customer care

• Will I be charged for installation? Which services are covered under standard installation?

– We offer both free and paid installation depending on the item purchased:
1. Free installation and demo: You will not be charged for standard installation of your item (inclusions mentioned below). However, you may need to pay a charge for any service/materials used which are not covered under standard installation.
The services covered under free installation include:

• Modular Kitchens
• Wardrobes
• Sauna Baths
• Shower Enclosures
• Multisystems

2. Paid installation and demo: Some product lines do not require installation by our technical teams and can be installed by customer’s plumber and electrician. The technical guidance provided by our support staff in such cases is free of charge.
However, on request, Madonna technicians can install your products. Separate charges will be levied in this case. The product lines included thus are:

• Whirlpool Massage Bath Tubs
• Steam Bath