This policy applies to all MAD Design brands, including EcoSmart Fire, Blinde Design, Heatscope and e-NRG.
We want every piece to be right for the space you chose it for. Change-of-mind returns are considered case by case, and approved in writing before anything is sent back — read on for how that works. If something is wrong with your order, we will always put it right, at no cost to you.
Our returns policy at a glance
- Change of mind is considered case by case. Contact us first — approved returns may carry a restocking fee. See section 4 and section 9.
- Problems are ours to fix. Faulty, damaged or not as described — we repair, replace, exchange or refund, at no cost to you. Where an item can't readily be sent back, we arrange collection. See section 5.
- Final sale, outlet items and e-NRG fuel are not eligible for change-of-mind returns. Faults are always covered. See section 6.
Your rights under the Australian Consumer Law apply on top of all of this, and nothing in this policy limits them.
Buying through your business? The above applies to consumers buying for personal, domestic or household use. If you are purchasing in the course of a trade, business or profession, separate B2B Terms of Sale and B2B Portal Terms apply instead.
Starting a return
If you bought through an authorised reseller, please contact them directly — they will process your return and liaise with us on your behalf. If you bought directly from us, chat with us on any page of our website, or contact our Customer Support team.
Full policy
MAD Design Australia Pty Ltd (ABN 83 117 378 917) trades as MAD Design Australia for Australian consumer sales. This policy explains how returns, exchanges, transit-damage claims, cancellation requests and product issues are handled for consumer orders placed with us for delivery within Australia. It applies alongside our Website Terms & Conditions, Privacy Policy and Cookie Policy.
Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law or other applicable law, including consumer guarantees and other rights that cannot lawfully be excluded, restricted or modified.
Which terms apply to you. If you purchased goods in the course of your trade, business or profession, separate B2B Terms of Sale and B2B Portal Terms apply to those purchases instead of this policy.
This policy and our warranty are different things. This policy covers returns, exchanges, cancellations and transit damage. The product warranty covers defects in materials and workmanship for a defined period after delivery, and it is a separate document with its own terms and duration. Where an issue falls under the warranty, we deal with it there. See our Product Warranty for details.
1. Inspecting your order on delivery
Please inspect your order as soon as possible after delivery and, where possible, while the driver is present.
If you notice visible damage to the packaging or the goods on delivery, please:
- note the damage on the delivery paperwork where possible;
- keep the original packaging; and
- contact Customer Support as soon as reasonably possible.
If you discover concealed damage, defects, incorrect supply, missing parts or another issue after delivery, please notify Customer Support promptly and provide reasonable supporting information so the issue can be assessed.
When reporting a problem, please include where possible:
- your order or reference number;
- the item name;
- a description of the issue;
- the date received; and
- photographs showing the issue and packaging.
Prompt notice helps resolve issues more efficiently. We ask that issues be reported within 7 days of delivery where possible, but no notification period in this policy removes rights that cannot be excluded under applicable law.
2. Damage in transit
Although every effort is made to ship items safely, visible or concealed damage can occasionally occur during domestic or international transit.
If goods arrive damaged in transit, please contact Customer Support as soon as possible after delivery. Where damage is confirmed, the appropriate remedy will depend on the circumstances and applicable law, and may include repair, replacement, partial refund or full refund.
If you arranged delivery through a carrier of your own choosing, you may need to pursue the carrier directly for transit damage that occurred after the goods were handed to that carrier, except to the extent applicable law provides otherwise.
3. Reporting an issue
In the rare event that a product arrives damaged, with missing parts, with defects or with another issue, please contact our Customer Support team as soon as reasonably possible after receipt of your delivery.
If your purchase was made through an authorised reseller, claims should first be reported to the reseller, who can then liaise with us directly on your behalf to resolve the issue.
Information requested when reporting an issue includes: order or reference number; item name and description of the issue; date received; and images documenting the issue.
4. Returns for change of mind
Except where applicable law requires otherwise, we may accept returns for change-of-mind purchases only with prior approval and subject to the conditions in this policy.
To be eligible for a discretionary return or exchange for change-of-mind reasons:
- the return must be approved in writing in advance;
- the goods must be unsoiled, undamaged and in resalable condition;
- the goods must be returned in the original packaging, or you may be charged for replacement or repair of packaging where applicable; and
- the goods must be returned in accordance with the return instructions we provide.
There is no general right to return goods simply because you changed your mind under Australian law, so any change-of-mind return right described in this section is offered as a matter of our stated returns policy unless applicable law provides otherwise.
You do not need approval under this section to report a fault or damage — that is covered by section 5, and does not require the same conditions.
5. Defective, damaged, incorrect or non-conforming goods
If a product is defective, damaged, incorrectly supplied or otherwise does not conform to the contract or our description, please contact Customer Support as soon as reasonably possible.
Where appropriate and depending on the circumstances and applicable law, the available remedy may include repair, replacement, exchange, refund, or another remedy available under the Australian Consumer Law.
You are not liable for the cost of a remedy. Where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, we cover the cost of returning it to us and delivering the repaired, replacement or correct product to you. Where the product cannot readily be returned by post or courier — which describes most of our range — we will arrange collection at no cost to you.
Made-to-order items are not an exception to these remedies — they carry the same rights as any other item.
Nothing in this policy limits any rights you may have under applicable law, including rights relating to goods that are defective, unsafe, misdescribed or not of acceptable quality.
6. Final sale and outlet items
Items purchased from the Outlet or marked as Final Sale are not eligible for discretionary exchange, return or refund for change-of-mind reasons.
e-NRG bioethanol fuel is classified as a flammable liquid and a dangerous good for transport. It is final sale and not eligible for return or exchange if you change your mind, due to safety regulations governing its transport.
This does not affect your rights if something is wrong with your order. If your fuel arrives leaking, damaged, contaminated or short, contact us and we will put it right at no cost to you.
For safe handling, storage and disposal, refer to the information supplied with the product.
This section does not affect any rights you may have under applicable law in relation to defective, damaged, misdescribed or incorrectly supplied goods.
7. Cancellations and order changes
No order may be cancelled, modified or deferred without our prior written consent, except where you are exercising a right that cannot lawfully be excluded.
Where we agree, as a matter of commercial discretion, to a cancellation, modification or deferral request outside your statutory rights, a cancellation fee may apply: up to 10% of the invoice value if the order is cancelled within 48 hours of placement, and up to 20% of the invoice value if cancelled after 48 hours but before dispatch.
Different or additional charges may apply for made-to-order items where production, procurement or special handling has already commenced. Nothing in this section limits any right you have under the Australian Consumer Law.
8. Processing an exchange or return
Customer Support will guide you through the process for returning an item and, where appropriate, coordinate with our Shipping Department to help facilitate the return.
This section is about discretionary, change-of-mind returns only. Where you are returning an item for a change-of-mind reason under sections 4 and 9, it is generally shipped using the same method, and likely the same carrier, as the original delivery, so it is important to retain the original packaging. Where you are returning an item because it is faulty, damaged or not as described, section 5 applies instead — we arrange and pay for the return, and you are never required to use a particular carrier or method at your own cost.
If original packaging is unavailable for a discretionary return and replacement packaging is required, the cost may be charged to you and deducted from any credit, exchange or refund where permitted by law. This does not apply to a return made under section 5.
Items returned in a condition of lesser quality than when the Return Authorisation was provided may be refused or may be subject to charges to repair or replace the item, except where the return relates to a defect or other issue for which you are entitled to a remedy under applicable law.
Credit notes, refunds or release of replacement items will be issued after receipt and inspection of the returned item. Inspection is generally completed within 7 business days of receipt, though this does not override the reasonable-time standard that applies to remedies required under the Australian Consumer Law.
9. Exchanges and voluntary returns
No discretionary return will be accepted unless we have previously agreed to it in writing. This does not apply to a return made under section 5 for a fault, damage or other issue covered by applicable law — you do not need our written agreement in advance to exercise those rights.
If we agree to a discretionary return, the goods must be returned free to our premises unless otherwise agreed in writing, and must be in resalable condition with the original packaging, unless the return relates to a defect, damage or another issue covered by applicable law.
A restocking fee of up to 20% of the invoice value of the goods may apply to an approved discretionary return. This fee will not apply where prohibited by law, where the return relates to our error, or where the return relates to a remedy required under the Australian Consumer Law.
10. International returns
Although we support applicable product warranties and consumer guarantees, the return programme does not generally include freight charges for returns from outside Australia unless required by law or agreed by us in writing.
If you have a return or exchange from outside Australia and you are responsible for return shipping, international shipping charges must be prepaid in accordance with the return instructions we provide.
None of this applies where the return relates to a defect, non-conformity or delivery error — see section 5.
11. Inspection and processing timeframes
Returned goods may be inspected before a refund, repair, replacement, exchange or credit is approved.
Where a refund is approved, it will generally be issued to the original payment method. Timing for the refund to appear may depend on your financial institution and payment provider.
12. How to request a return, exchange or remedy
To request a return, exchange, repair, replacement or other remedy, please contact Customer Support and provide:
- your order or reference number;
- the product name;
- a description of the issue or request; and
- photos or other supporting information where relevant.
If a return or exchange is approved, we will provide the next steps, including any Return Authorisation number and return instructions.
13. Contact
For help with delivery issues, returns, exchanges or consumer rights, please contact:
MAD Design Australia Pty Ltd
ABN 83 117 378 917
Registered office and returns address: 1583 Peats Ridge Road, Peats Ridge NSW 2250, Australia
Email:
Phone: (02) 9997 3050