Return Policy

 

Can I Exchange an Item?

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 a refund will be processed for returned items.

Please read our returns policy below for terms and conditions.

Non-Returnable Items

• Custom made items
• Runout items

Conditions of Return

• Goods must be in original condition, unused and uninstalled and include all original hardware and packaging.
• Notification of intent to return must be received by Madken within 15 business days of delivery, or 90 days for customers who purchased insurance.
• Once Madken has determined that you are within the returns period, a Return Authorisation Form (RTA) will be emailed to you. This must be completed and attached to the returned goods. Any returns received without a completed form will be denied and held until the form has been received.
• Goods must be returned within 15 business days of the RTA being issued, with the exception of customers in Western Australia or New Zealand who are allowed 20 days for return.
• The customer is responsible for the arrangement and cost of return postage and assumes all risk, with the exception of customers who have purchased insurance.
• We recommend you use an insured freight method and package goods in a manner that will not incur damage during transit.
• Once goods have been received, our warehouse will carefully inspect them for resale. In the case of an item being returned incomplete or damaged, the return may be denied or, depending on the situation, a partial store credit may be granted at the discretion of Madken.
• Funds will be returned to the customer using the same payment method originally used. If payment was made by bank deposit, you will need to provide your banking details.
• All returns will incur a 25% restocking fee which will be deducted from the refund/store credit total, with the exception of customers who purchased insurance.
• The freight charge paid by the customer, or Madken’s outgoing shipping charge if freight was not paid, will also be deducted from the refund/store credit.

Insurance Policy

 

What Does Insurance Cover?

• If your order is lost in transit or arrives damaged, Madken will prioritise investigating the situation. Please allow 5 business days. We will then organise a replacement of the products or a refund.
• Free return of items. Madken will organise the collection of goods at no extra cost to you, which will then be returned to us and inspected.
• Extended returns period of 90 days.
• You will not be charged the 25% restocking fee for returns and will receive a refund/store credit for the total item value. Insurance charges and freight charges will not be credited.

Incorrect Deliveries or Damaged Items

If you receive an incorrect delivery, damaged item or short supply, please notify Madken within 14 days of the delivery date, except mirrors*, and our customer service team will investigate the matter. For damaged goods, pictures must be emailed to feedback@madken.com.au.

Please inspect your goods upon delivery and do not sign for them if any damage is evident.

Our warehouse ensures your orders are packaged in the most secure packaging possible so your item arrives in perfect condition. Despite this, goods are sent with third-party freight companies and we can’t always guarantee they will take as much care with your parcels as we do.

For customers who elect to take out insurance, we will prioritise investigating your situation. Please allow 5 business days. If your item is found to be lost in transit or arrives damaged, we will organise a replacement of the products or a refund.

For customers who declined the insurance option, we will investigate your situation. Please allow 5 business days. Madken does not accept responsibility or liability for any items lost or damaged during transit and unfortunately, we are unable to supply replacements or a refund. We apologise for any inconvenience.

*If you have received a damaged mirror, Madken must be notified within 48 hours of delivery and images must be emailed to us. We strongly recommend you purchase insurance with all mirror products to protect your order.

Warranty of Goods

All products sold on our website are 100% genuine articles and Madken stands by their respective manufacturer warranties. We will gladly assist in the warranty process for any items that are faulty within the advertised warranty period. Some companies, such as Dyson, prefer to deal with warranty claims in-house, and we are happy to supply their contact number.

If you are unsure what the warranty period is, please contact us and we can speak to the manufacturer on your behalf.

We try our best to ensure that all products are shipped free from manufacturing defects. If you receive a product with a manufacturing defect, we must be notified within 14 days of delivery and Madken will then liaise with the manufacturer on your behalf to resolve the issue.

If your product is within the warranty period and found to be faulty, through no fault of the customer, Madken will organise repair or replacement of the product or offer a refund.