You can request to return an item within 14 days of receiving your order.  To request a return, please send an email to feedback@madken.com.au  to request a Return Authorisation Form. Items must meet our other conditions of return.

We do not offer exchanges. If you have purchased the incorrect item or have changed your mind, please place a new order for the new item and request to return the items no longer required. You can view our conditions of return below.

● A return must be initiated within 14 days of receiving your order.

● Goods must be returned to Madken within 15 business of receiving the Return Authorisation Form. Please contact our team to request a Return Authorisation Form within 14 days of receiving your order. Returns sent back without a Return Authorisation Form will not be accepted.

● Goods must be in brand new, unused and uninstalled condition and include all original undamaged packaging, hardware and instruction manuals.

● Goods must be returned to Madken at the customer's cost and arrangement, and the customer accepts full responsibility for any loss or damage during transit back to Madken.

● The goods will be inspected once received by Madken. In the case of an item being returned incomplete or damaged, the return will be denied.

● If approved, a refund or store credit will be processed within 5 business days to the original method of payment. If payment was by bank deposit, you need to provide Madken with the banking details for a refund (if applicable) on a letterhead document or deposit slip. Bank details provided in an email will not be accepted, for security purposes.

● The following will be deducted from the refund/store credit:

■ 25% restocking fee

■ Freight charge paid OR Madken’s outgoing shipping charge if you did not pay freight

➢ Exceptions: We cannot offer a refund or store credit on the following items:

■ Custom made products or any products specifically cut to size or to specifications

■ Made to order products

■ Commercial quantities or special project orders

■ Runout or last stock items

Notification of delivery errors (non-delivery, incorrect goods and short supply) and damaged goods, must be received by Madken within 14 days of delivery. Goods must be inspected upon delivery for any damage during transit, and if damage occurs, goods must NOT be signed for. A copy of the order number and an image must be provided to Madken. It is recommended that order insurance is purchased when placing orders to ensure that items are covered if damage occurs during transit. Goods are dispatched with third party couriers ndwill not be replaced or refunded if order insurance has not been purchased.

All goods sourced and sold by Madken are supplied with the manufacturer’s warranty. If you are unable to find a warranty document, please contact feedback@madken.com.au. Under the Australian Consumer Law, any manufacturing defects or faults unrelated to the installation are covered under the manufacturer’s warranty.

Madken aims to ensure all products are shipped free from any defects. If you do receive a defective item, Madken must be notified within 14 days of delivery. Madken will then liaise with the manufacturer on your behalf and can assist in arranging the following if the product is deemed faulty through no fault of the customer:

● Onsite inspection from the manufacturer

● Defective good/s being returned and inspected

● Repair work

● Replacement

● Refund

With the purchase of fragile items, due to their susceptibility to damage during transit, an additional freight charge will be applied to an order.

Despite our warehouse taking extensive care to ensure glass mirrors are packed securely, their fragile nature is susceptible to damage during transit. As a result, we choose to only ship mirrors with a courier that insures/covers damage to glass products, therefore coming at an additional cost that is passed on to the customer.

This additional freight charge is NOT automatically calculated at checkout and instead occurs once an order has been raised. A representative from the Madken Customer Service and Accounts Team will be in contact via email regarding this amount. This email will also include an Authorisation Form with the Terms and Conditions that MUST be filled out by the customer. If you would like an estimated freight charge before raising an order, please contact feedback@madken.com.au

● Custom sized and made to order items cannot be cancelled, returned or refunded.

● Fragile items must be fully inspected upon delivery BEFORE accepting/signing for the delivery. Once goods have been accepted/signed for, Madken and the selected courier will NOT be liable for any damage. If your fragile item is damaged on arrival, you must take photos of the damage and reject the item with the courier driver on the grounds of damaged goods.

● You must notify Madken within 24 hours of any damage and provide images in order for us to submit a claim with the courier.