How can I track my order?

Once your order has been dispatched, you will receive an email including a copy of your invoice and tracking information. Please follow the instructions within the email to track your order.

If I purchased from a retailer, can I contact MAD Design Group directly for warranty?

It is best to contact the retailer where you made your purchase. The retailer will help you resolve the issue or submit the warranty claim on your behalf.

What if I have modified the product?

If the product has been modified or altered in any way, it will not be covered under warranty unless the modifications were approved in writing by MAD Design Group. However, we are happy to provide assistance with any issues you are experiencing.

Can I return my product without the original box and accessories?

In order to be fully covered under warranty, the product must be returned in its original packaging with accessories. If any items are missing, or if replacement packaging must be provided, the associated costs will be deducted from the credit or refund.

What type of delivery services do you offer?

We offer standard delivery to your door.

What happens if I am not home to receive the order?

If you are not home to receive the order, a calling card will be left by the freight company. You are able to contact them to organise a re-delivery, please note re-delivery will incur additional charges. Alternatively, if you advise us at the time of order that you are not home and provide authority to leave the item at your premises, we can organise this for you.

What is your returns/refund policy?

No returns will be accepted unless MAD Design Australia has previously agreed in writing. If MAD Design Australia agrees to the return of goods, they must be unsoiled, undamaged and in resaleable condition with the original packaging and delivered free to our premises unless agreed by us in writing. A restocking fee of 20% of the invoice value of the goods will be applied.

Goods which have been imported especially or non-standard equipment made to special order cannot under any circumstances be returned and/or credited.

Can I change my delivery address before my item ships?

Yes. Please either email [email protected] or phone 02 9997 3050 to update your delivery details.

Can you deliver anywhere within Australia?

Yes, we can deliver Australia-wide. (Some restrictions outlying islands).

How to update your billing and shipping addresses?

Open your Account and click Addresses. If you have an address you can click the Edit option. If you don't have an address you're gonna be prompted to add one.

Is the warranty the same length for both residential and commercial?

Yes, the warranty is 2 years from the date of purchase for both residential and commercial installations.