Returns Policy and Procedure
If your return is in regard to a 'warranty' please read that process first here.
As Madd Gear offers a growing range of product, often the return procedure is not a one size fits all. It is important to get in touch with us first so we can instruct you on how best to handle the return or exchange. If your purchase was more than 14 days prior to your request to return, we cannot accept the return.
All returned products must be:
- In as new condition.
- All products must be un-used, un-opened, and in their original undamaged packaging.
- Madd Gear will not be liable for any product lost or damaged during the return process.
- Madd Gear will not be held liable for any returns done without the proper authorisation. Any product that has been unpacked, built, altered, modified or damaged in any way will not be eligible for return - including a refund or option for exchange.
1. Purchases Made Directly from Madd Gear (www.maddgear.com.au)
Change of Mind Returns
We understand that sometimes you may change your mind. If you wish to return a product for this reason, please note:
- Eligibility: Returns must be initiated within 14 days of receipt.
- Condition: Items must be unused, unopened, and in their original, undamaged packaging.
- Exclusions: Products that have been assembled, modified, or show signs of use are not eligible for return.
- Process: Contact us at ausupport@maddgear.com to initiate a return. Include your order number, name, address, contact details, product information.
- Shipping: Return shipping costs are the responsibility of the customer. Once you have approval, we will advise the return address.
- Restocking Fee: A restocking fee of up to 20% may apply.
- Refund: Upon receiving and inspecting the returned item, a refund will be processed to your original payment method within 5 business days, minus any applicable fees.
Faulty or Damaged Products
If you receive a faulty or damaged product:
- Notification: Please contact us within 14 days of receipt, providing details and photographs of the issue.
- Resolution: Depending on the nature of the fault, we will offer a repair, replacement, or refund in accordance with Australian Consumer Law (ACL).
- Shipping: If a return is required, we will provide instructions and cover the return shipping costs.
Incorrect Items Received
If you receive an incorrect item:
- Notification: Please contact us within 14 days of receipt.
- Resolution: We will arrange for the correct item to be sent and provide return instructions for the incorrect item at no cost to you.
Order Cancellations
If you wish to cancel an order:
- Timing: Please contact us immediately after placing your order.
- Dispatched Orders: If the order has already been processed for dispatch, you will need to follow the Change of Mind Returns process outlined above.
Can I bring to your warehouse to return?
No sorry, returns must be couriered or posted back. Follow the Change of Mind process above.
2. Purchases Made from Third-Party Marketplaces or Retailers
If you purchased your Madd Gear product through a marketplace (such as an online platform) or from an authorised dealer:
- Process: Please contact the original seller where you purchased the product to initiate any return, exchange, or warranty claim.
- Policy: Returns, refunds, and warranty claims must be initiated through your original place of purchase.
- Madd Gear will liaise with the third-party marketplace or retailer to directly process returns, exchanges, or refunds through their systems while still following the processes above.
3. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.