How to arrange a return
- Contact MAD
Contact our team before sending an item back so we can identify the right return location.
- Tell us about your order
Provide your order number or other proof of purchase, product model, and a description of the issue. Include the serial number and photos or video where available.
- Receive your return instructions
We'll explain the next steps and confirm the return address and any reference number.
- Assessment & resolution
We'll assess the item, liaise with the relevant supplier or manufacturer where necessary, and arrange the appropriate outcome.
Change of mind
We accept change-of-mind return requests made within 7 calendar days of delivery for unused products in unopened original retail packaging with all original seals intact. All supplied accessories and contents must be included.
Opened or used products
If the retail packaging has been opened, a seal has been broken, or the product has been used, acceptance of a change-of-mind return is at MAD's discretion and requires our prior approval.
For an approved return of an opened or used product, a restocking fee of up to 50% of the product's original purchase price will be deducted from the product refund. The fee depends on the condition of the product and packaging received, any missing accessories or contents, and the reduction in resale value because we can no longer sell it as brand new.
We will explain the applicable fee after inspecting the returned item and before finalising your refund. The maximum potential deduction will be disclosed before you send the item. Opening only the outer shipping carton does not count as opening the retail packaging.
Contact us within the 7-day period for return instructions. We will confirm eligibility and the return arrangements before you send the item. You are responsible for change-of-mind return postage.
These conditions and restocking fees apply only to change-of-mind returns. They do not apply to remedies you are entitled to for faulty, damaged, incorrectly supplied or otherwise non-compliant goods under the Australian Consumer Law.
Faulty, damaged or incorrect items
If your item is faulty, arrives damaged, or is not what you ordered, please contact us as soon as possible. Describe the problem and, where practical, include photos of the item, packaging and shipping label.
If a product appears unsafe, stop using it. Do not attempt repairs or send potentially hazardous items, including damaged batteries, without suitable handling and shipping instructions.
We may ask you to complete reasonable troubleshooting or return the product for assessment. Depending on the issue and your rights, we will arrange a repair, replacement or refund. Where a product has a major failure under the Australian Consumer Law, you may choose a refund or replacement.
For a minor failure, we may arrange a free repair within a reasonable time. If it cannot be resolved within a reasonable time, other remedies may be available. Original retail packaging is not required to make a claim for faulty goods.
No fault found after assessment
If you return a product as faulty and, following reasonable assessment of the reported issue, testing confirms that the product is operating correctly and there is no fault or other failure to meet a consumer guarantee, an A$85 assessment and service fee (including GST) applies where it represents a reasonable assessment cost. You will also be responsible for the reasonable shipping cost of sending the product back to you.
Before you send the product for assessment or we arrange collection, we will advise you of the potential A$85 fee and provide an estimate of the applicable return shipping cost. We will explain the assessment findings and charges before arranging shipment back to you.
These charges do not apply where you are entitled to a remedy under the Australian Consumer Law. If a fault is intermittent or cannot initially be reproduced, please provide any additional information so it can be considered; an initial inability to reproduce a fault does not by itself remove your consumer rights.
Dead on arrival (DOA)
If your product does not work when first received, please contact MAD within 7 calendar days of delivery. For our DOA process, please arrange to send the item back within 14 calendar days of delivery, following the return instructions we provide.
If you are waiting for our instructions, or a collection or transport issue prevents return within that period, tell us so we can arrange an appropriate timeframe.
Why a replacement may not be immediate
DOA assessment procedures differ between brands. We may need to contact the supplier, manufacturer or authorised service centre, and the item may need to be returned to them for testing and replacement processing. An immediate or advance replacement is therefore not always available.
We will explain the process and provide timing updates as information becomes available. Manufacturer procedures do not remove our responsibility to provide an appropriate remedy within a reasonable time.
Warranty support
We generally provide a 12-month warranty from the date of purchase. Please check the product listing and warranty documentation for any product-specific coverage or longer manufacturer warranty.
Warranty enquiries are not subject to the 7-day DOA notification window. Contact us when a fault becomes apparent, including after the stated warranty period if you believe your consumer rights may apply.
Assessment and repair times
As with DOA claims, we may need to coordinate with the supplier, manufacturer or an authorised service centre. The product may need to be sent to them for diagnosis, repair or replacement.
We aim to resolve claims within a reasonable time. Timing depends on the product, fault, assessment requirements and availability of parts or replacements. We will explain any known delays and discuss the appropriate next steps rather than leave a claim open indefinitely.
Additional manufacturer coverage
Where a manufacturer offers coverage beyond our standard warranty, you may contact the manufacturer directly under that warranty, or ask MAD to assist with the claim. You can still contact MAD about your rights under the Australian Consumer Law; you are not required to deal only with the manufacturer.
A stated warranty period does not set the maximum period of your statutory consumer guarantees.
Packing & return costs
Change-of-mind returns
You are responsible for arranging and paying for return postage. Please contact us for the correct return address before sending your item.
DOA returns
MAD covers the return shipping for DOA items. We will provide a prepaid return label or arrange a courier pickup, depending on the product and location. Please use the return method we arrange.
Other warranty returns
For a standard warranty assessment, you will generally need to arrange to send the product back to the address we confirm. If you pay for postage and a product fault is confirmed, we will reimburse reasonable return costs in accordance with your rights under the Australian Consumer Law. Keep your postage receipts.
For faulty products that are large, heavy or difficult to return, contact us so we can arrange appropriate collection or transport. For an incorrect item supplied by us, we will arrange the return at our expense.
Preparing your item
Pack the item securely for transport and follow our instructions about accessories to include. Where relevant, back up your data and remove personal information, accounts and device locks before returning a device. Never send us passwords.
Assessment, repair or replacement may result in data loss. We will provide any applicable repair notice before work begins, including where refurbished goods or parts may be used.
Refunds
Original payment method
Refunds can only be issued to the original payment method used for the purchase. We cannot redirect a refund to a different card, bank account or payment method. If the original payment method is no longer available, contact us or the marketplace where you placed your order so the appropriate payment provider can advise on the next steps.
Orders placed through a marketplace
If you purchased from MAD through a third-party marketplace, such as Kogan, Dick Smith, BIG W, eBay, Amazon, Trade Me or Temu, your refund must be handled through the platform where you placed the order.
We can approve or submit the refund through the marketplace's seller system. The marketplace and its payment provider then process and return the funds under their own payment procedures. MAD does not control that processing stage, the payment destination determined by the platform, or the time it takes for the funds to appear in your account. We cannot issue a separate refund outside the platform for the same transaction.
We will confirm when we have approved or submitted your refund. For questions about the refund status, how the funds are returned, or a delay after that confirmation, please contact the relevant marketplace's customer support with your order number and our refund confirmation. If you need help confirming whether we have approved the refund, contact MAD.
This payment process does not remove MAD's responsibility to handle your return or provide any remedy you are entitled to under the Australian Consumer Law.
Refund timing
For orders placed directly on our website, we will confirm when the refund has been submitted to our payment provider. The time it takes to appear in your account depends on your bank or payment provider. For marketplace orders, the marketplace can provide information about its processing times.
We do not apply change-of-mind conditions or restocking deductions to refunds you are entitled to for a major failure under the Australian Consumer Law.
Your consumer rights
This policy is provided by MAD Electronics Australia Pty Ltd and operates alongside the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded.
Manufacturer warranties and our voluntary return arrangements are additional to those statutory rights. For guidance, visit the ACCC's repair, replacement and refund information.
Contact our team or call +61 2 4297 7373 to discuss a return or warranty enquiry.