Returns Policy and Procedure

1. Before You Return Anything

If you need to return an item, please email ausupport@maddgear.com first so we can guide you through the correct process.

Please include:

  • Your full name

  • Delivery address

  • Contact phone number

  • Order number

  • Product name

  • Description of the issue (or advise if you have changed your mind)

  • Photos (where applicable)

Returns sent without prior authorisation may not be accepted.

2. Change of Mind Returns

We understand that sometimes you may change your mind.

Change-of-mind returns may be accepted only if:

  • The request is made within 14 days of delivery; and

  • The item is unused and unassembled; and

  • The item is returned in 100% as-new, saleable condition; and

  • The product is returned in its original, undamaged packaging.

The following are not eligible for return:

  • Products that have been assembled

  • Products that have been modified or altered

  • Products showing signs of use

  • Products not in original packaging

  • Products on clearance

Return shipping costs are the responsibility of the customer.
Original outbound freight is non-refundable.

We are not responsible for items lost or damaged during return transit.

If a return does not meet the above conditions, it may be rejected and returned to you at your cost.

Once received and inspected, approved refunds will be processed to your original payment method within 5 business days.

3. Faulty Products & Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

If you believe your product is faulty:

  • Please contact us as soon as possible with details and photos.

  • We will assess the issue and determine the appropriate remedy in accordance with the ACL.

If the fault is minor, we may:

  • Provide replacement parts and troubleshooting support; or

  • Repair the item; or

  • Replace the item.

If the fault is considered a major failure under the ACL, you are entitled to choose a replacement or refund.

If a return is required for an approved fault claim, we will arrange and cover reasonable return shipping costs.

4. Incorrect Items Received

If you receive an incorrect item, please contact us within 14 days of receipt, and we will arrange a replacement and return collection at no cost to you.

5. Order Cancellations

We process orders quickly. If you need to cancel an order, please contact us immediately.

If the order has already been dispatched, it will need to follow the Change of Mind Returns process above.

6. Purchases from Third-Party Retailers or Marketplaces

If you purchased your Madd Gear product from an authorised retailer, dealer, or marketplace:

Returns, refunds, and warranty claims must be initiated through your original place of purchase. We will liaise with the retailer where required in accordance with their processes.

7. Can I Bring to Your Warehouse to Return?

No sorry, returns must be couriered or posted back once approved for return.