We invest significant resources to safeguard our items during transit. We use only high quality, secure and sustainable packaging materials and ship exclusively via quality carriers to ensure our products arrive safely, despite the rigours of both domestic and international transit.
Although we make every effort to ship our items safely, from time to time, both visible and concealed damage can occur during transit. In order to ensure a speedy and reasonable resolution to any issue you may experience, please review the following information.
On Receipt of Delivery
Please inspect your order immediately upon receipt. If you notice any visible damage to the packaging, please note "Package received damaged" on the delivery paperwork before signing. Please retain the original packaging.
Report any damage, defects, or missing parts to Customer Support within 7 days of delivery. Claims submitted after 7 days will be denied.
When reporting an issue, please provide:
- Order/Reference Number
- Item name and description of the issue
- Date received
- Images documenting the issue
Picking Up Items
Items collected in person are deemed to be in good condition at the point of pickup. MAD Design Europe is released from responsibility for any damage once the item is in the customer's possession.
3rd Party Carriers
MAD Design Europe assumes no responsibility for damage caused during delivery via a carrier of the customer's choosing. Any claims for damage must be filed directly with the carrier.
Final Sale Items
Items purchased from the Outlet or noted as Final Sale are not eligible for exchange, return, or refund.
Cancel or Change an Order
No order may be cancelled, modified or deferred without the prior written consent of the Company. If such consent is given, a cancellation fee of 10% of the invoice value applies if cancelled within 48 hours of placement, and 20% of the invoice value if cancelled after 48 hours but prior to goods being dispatched.
Processing an Exchange or Return
To initiate an exchange or return:
- Contact Customer Support to request a Return Authorisation (RA) number.
- Items must be shipped back via the same method and carrier as the original delivery.
- Items must be returned in their original packaging. If original packaging is not available, the cost of replacement packaging will be deducted from any credits issued.
- Items returned in lesser condition than when delivered may be subject to repair or replacement charges deducted from credits.
- Full no-cost exchanges are not guaranteed.
- Credit or refund will be issued after a 7 business day inspection period.
Exchanges and Returns
No returns will be accepted unless the Company has previously agreed in writing. If the Company agrees to the return of Goods, they must be unsoiled, undamaged and in a resalable condition with the original packaging (or Customer pays for all costs of replacement or repair). A restocking fee of 20% of the invoice value of the Goods will be applied.
International Returns
The return programme does not include freight charges for shipments outside Europe. International return shipping must be prepaid by the customer.