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Return & Refund Policy

All products sold by MADNICS come with a warranty (except for consumable products or software) that cannot be excluded under the Commonwealth Competition and Consumer Act 2010 (Cth) ("ACL").

 

MADNICS return policy

We do not normally give refunds or exchanges if you:

  • Damage the product due to; alterations to the product not performed by us, unusual or non-recommended use of the product or damage the product where the damage is caused by any factors beyond our control

  • No proof of purchase is provided.

  • Change of mind or purchasing wrong products after 7 days of receiving the product

 

How do I request a Refund, Return or Warranty Claim?

Please log in to your online account on madnics.com.au and find the related order to send us a request, or alternatively you can go to contact us page and fill in the contact form to notify us and receive further instructions.

  • Please note; if the product is deemed NO FAULT FOUND for any warranty claim or consumer guarantee claim, a service fee up to $50 with any additional shipping charges may be applied. If a product is found to have been supplied to you in full compliance with the Australian Consumer Law, we may require you to pay to MADNICS all costs associated with returning the product to you.

 

We recommend using return section in the online user account to obtain an RA (return authorization) number for all the warranty and return claims:

  • Log into your online user account and go to orders section.

  • Find the related order and click Return Items & fill the online RA request form

  • Include details of the fault description or reason for return & return action. ("product faulty" or "don't work" is not a good fault description for the warranty or consumer guarantee claim).

  • Once the RA request is approved, you will receive an email including return authorization number, which is the reference number used for the return to us and allows you to track your warranty status.

  • You will receive an email notice each time your online job is updated.

  • You can view your return status by logging in to your online user account.

  • Additionally, you can send us an email using the form in contact us page if you want to check status updates regarding your return.

 

Please note: The actual manufacturer’s warranty process may vary for different manufacturers and/or suppliers, so we cannot provide an accurate timeframe of how long the process will take for a particular product in the first instance. Status updates are provided once further information is received from the manufacturers, their service centre or agents.

MADNICS also reserves the right to apply any service fees for any warranty claims to cover all costs incurred including inbound & return freight, supplier/manufacturer service fees etc if the returned product is found to be not covered by warranty, warranty has expired, or no fault is found, or the item was physically damaged.

 

Refund, Return & Warranty Claim eligibility criteria

To be eligible, all customers must meet the following requirements:

  • report the details of the fault and acquire and RMA number.

  • state what remedy you would like. MADNICS does not guarantee that the remedy you request will be granted.

  • provide proof of purchase when returning the goods and the products should be within the warranty period stated by manufacturer.

  • MADNICS recommends that you carefully review the details of the manufacturer’s warranty (if such a warranty applies) and ensure that you comply with the terms and conditions of the manufacturer’s warranty. MADNICS accepts no responsibility for non-compliance with the manufacturer’s warranty.

MADNICS to don’t accept return and exchange of special orders, clearance sales, discontinued Items, Software and Consumable Products

A limited warranty may also apply for clearance, discontinued, or free product. Please read the product description or contact us for more details if you are unsure whether a product within the category above has limited warranty or not.

 

Change of Mind Return

In some circumstances, we are happy to offer our consumers with a conditional courtesy return if consumers want to return or exchange products provided that:

  • customer notifies MADNICS within 7 days of receipt of delivery of the product.

  • products are 100% sealed and not opened, used and are still in pristine condition.

  • customer accepts a minimum restocking fee of 20% of the purchase price.

  • MADNICS may reject the return upon inspecting the condition of the products and will return the products to the customer at the customer’s expense.

Acceptance of such returns are at the discretion of MADNICS.

 

Returning Products to MADNICS

MADNICS does not take any responsibility for any goods damaged or lost in transit when the customer sends the product back to us for warranty or return. The manufacturer’s warranty may be voided if the product is damaged in transit. Please ensure the product is packed appropriately for shipping before sending it back to us.

The customer is responsible for all charges associated with returning the goods to MADNICS except where the cost of transporting the goods is significant due to the size, height or type of problem with the goods. Some charges may be reimbursed by MADNICS to the consumer where the consumer is entitled at law to have those charges reimbursed to them.

To minimise processing delays customers are required to contact MADNICS via contact us page or online user account to acquire a Return Authorisation (RA) number.

For RTB (return to base) manufacturer’s warranty claims: customers are required to send the unit back to MADNICS or to the authorized service centre with proof of purchase and a detailed fault description. MADNICS recommends customers to use online user account to obtain further information on the warranty procedures and also access online status updates.

For Manufacturer direct warranty claims: customers are recommended to contact the manufacturer for expert technical support & warranty assistance, to lodge warranty claims and organise pickup or delivery. Please note, MADNICS do not provide pickup services on behalf of the manufacturer/3rd party service centres. Please read manufacturer’s warranty cards/manuals for additional information regarding support and warranty.

In cases where goods are returned to MADNICS for repair that contain User Generated Data (as that term is defined in the Competition and Consumer Act 2010 (Cth)) we advise that repairing the goods may result in the loss of the User Generated Data. User Generated Data may include (but is not limited to) data stored on a computer hard drive, mobile phone, iPod, digital camera or USB.

 

 

Processing Refund Requests

 

Once we receive the returned product we will send you an email to notify you that the item is delivered, and our RA team will start to work with the manufacturer to process the refund. It will usually take up to 14 days from the delivery date to process the request and issue the refund.

 

 

Manufacturer's Warranty

MADNICS is not a manufacturer or authorized service centre, therefore it is highly recommended that customers contact the manufacturer's technical support directly for any troubleshooting or technical support advice before returning the product to us for a warranty claim. Some of these manufacturers’ provided support services are free and may provide you expert technical advice. If the product is deemed faulty, in many cases, a tech support case number is assigned. This can expedite the warranty process when lodging a warranty claim with MADNICS or directly with the manufacturer.

Some manufacturers provide onsite or pickup and delivery services as is most common with warranty services for notebooks and LCD monitors. These direct manufacturer services, in general, allow for a quicker turnaround of warranty claims.

Due to the Privacy Act, MADNICS cannot apply for a warranty claim on the customer's behalf directly with the manufacturer.

If the manufacturer directs you to return the product back to us, then you should lodge a warranty request via your online user account of the form in the contact us page.

 

Changes to Warranty and Return Policy

We will constantly review our warranty and return policy to improve or update new information.

 

Updated on 31/07/2024