We want your return or exchange experience to be as smooth and straightforward as possible. This article outlines everything you need to know if your circumstances change or if something isn’t quite right with your order.
Eligibility
We accept returns and exchanges within 180 days of purchase, provided:
The item is unopened, unused, and uninstalled
The product is returned in its original packaging, including all accessories, inserts, and documentation
If original packaging is unavailable, replacement packaging must be sourced at your cost — contact us for guidance
Not eligible for return or exchange:
Opened, used, or installed products
Outlet and Final Sale items
e-NRG fuel (final sale due to HAZMAT regulations)
Returns or exchanges are not available outside 180 days.
Important Notes
A 15% restocking fee applies to all change-of-mind returns
Original shipping costs are non-refundable
Return shipping is charged at the actual carrier rate — not the subsidised rate from your original order
A Return Authorisation (RA) must be issued before any product is shipped back to us
Items returned in lesser condition than when the RA was provided may be subject to charges to repair or replace the item
On Receipt of Your Delivery
We invest significant resources to safeguard our products during transit. Every product is thoroughly inspected and photographed by our QA team before it leaves our facility.
To protect yourself and help us resolve any issue quickly:
Thoroughly inspect your delivery immediately upon receipt — if possible, while the driver is still present
If any sign of damage is visible, do not accept the delivery if possible — the carrier will return it to us for review
If you must accept a damaged delivery, sign for it as “Damaged” and take photos before unboxing
Always retain the original packaging until you’ve confirmed the product is satisfactory
Report Damage
We take shipping damage seriously. There are strict timelines for reporting:
Visible Damage (packaging damage spotted at delivery): Must be reported within 72 hours
Concealed Damage (discovered after opening an outwardly undamaged package): Must be reported within 7 days
Claims outside these windows cannot be processed by the carrier
Refer to our Report Damage article for full instructions, or start a chat with us and we’ll walk you through it.
Defective Products
Products with a manufacturing defect are covered under warranty. See our Warranty Policy for details. Defective product claims are handled separately from standard returns.
Picking Up Items
If picking up from a MAD Design USA location, inspect both the package and internal items before taking possession. Items are deemed in good condition at the point of pickup. Once in your possession, MAD Design USA is released from responsibility for damage.
Third-Party Carriers
When shipping via your own carrier, MAD Design USA is not responsible for any damage once the item is picked up. All claims must be filed directly with your carrier. We’ll support you with any information needed for your claim.
Cancel or Change an Order
Orders can be altered or cancelled up to 24 hours prior to the ship date. Contact us as soon as possible to make changes.
Refund Processing
Credit notes, refunds, or replacements are issued after receipt and full inspection of the returned item. Inspection is completed within 7 business days.
Exchange: Your replacement ships immediately after inspection
Refund: Issued to your original payment method. Allow 5–10 business days after issuance depending on your bank
The 15% restocking fee and any non-refundable shipping charges will be deducted from the refund total.
International Returns
Our return programme does not include freight charges for returns outside the USA and Canada. International shipping charges must be prepaid.
Purchased Through a Retail Partner?
If you purchased through one of our authorised retail partners (online or in-store), the fastest and correct first step is to contact that retailer’s customer service team. They can verify your order, confirm eligibility, and work directly with us behind the scenes if needed.
Before contacting them, have the following ready:
Order confirmation number
Photos or videos of the product
Summary of the issue
Installation photos (if applicable)
Retailers manage returns and service requests for their customers, and going through them ensures you get the quickest resolution without duplicate steps.
Purchased directly from us? You’re in the right place — click the chat icon below or email us to get started.
Ready to Start?
Click the chat icon below to start your return or exchange — we’ll walk you through every step.