Refund policy

Consumer rights

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Manufacturer warranties are additional to these rights. Consumer guarantee rights are not limited to the manufacturer's warranty, to products dead on arrival, or to a fixed 14-day or 30-day period. Statutory rights also apply to eligible software, consumables and clearance purchases.

Request a return

Email sales@madnics.com.au with your order number or other proof of purchase, product details, reason for return and preferred resolution. Describe faults or damage and include photographs where useful.

Please obtain approval, a Return Authorisation (RA) number and return instructions before sending goods. We will provide the appropriate return address; do not assume it is the business address. Our RA process helps manage returns and does not remove or restrict statutory rights.

Change-of-mind returns

You may request a change-of-mind return within 14 days of receiving your order. These voluntary returns require prior approval and are assessed individually; approval is not automatic.

Products must be unopened, unused and in their original sealed packaging. We do not accept change-of-mind returns for products that have been opened, tested or used.

Approved returns incur a restocking fee of 15% of the returned product's purchase price, deducted from the refund. Original delivery charges are non-refundable, and the buyer pays return shipping.

Pack the product securely inside a separate protective shipping carton. Do not write on the original product packaging or attach shipping labels, tape or stickers directly to it. Put the RA number on the outer carton or accompanying paperwork.

The product and original packaging must reach us in their original sealed, undamaged condition so they remain suitable for return to our distributor. We may decline a change-of-mind return if those conditions are not met.

These conditions apply only to voluntary change-of-mind returns. They do not limit statutory remedies. The change-of-mind restocking fee, sealed-packaging requirement and non-refundable original delivery charge do not apply to remedies required under Australian Consumer Law.

Faulty, damaged, incorrect or misdescribed products

Contact sales@madnics.com.au as soon as you identify a problem. We may assess the product to determine the appropriate remedy. For a major failure, you may choose a refund or replacement. For a minor failure, we will arrange an appropriate remedy within a reasonable time, consistent with Australian Consumer Law.

You may contact MADNICS for assistance; you are not required to deal only with a manufacturer or distributor. Original packaging is not required for consumer guarantee claims, although goods should be packed safely.

Where a fault is confirmed, we will reimburse reasonable return transport costs you have paid. For faulty goods that are large, heavy or difficult to return, we will arrange collection or transport as required by law.

Back up electronic-device data and remove personal information where practical before return. Repair may cause loss of stored data. Required repair notices will be provided before repair.

Refund processing

Once we receive your returned item, we will assess it against the applicable return conditions. If approved, we will issue your refund within 10 business days of receiving the item. This period starts on receipt, not completion of assessment. Your bank or payment provider may take additional time to make funds available. This processing statement does not delay or restrict statutory remedies.