Here at Madd Gear we understand that sometimes things don't go according to to plan and you need to return an item or make a claim. Here's the deal on all you need to know!
For information on warranty periods for specific products, please head to our FAQ's section.
How long do I have to request an exchange or return?
All returns and exchanges must be submitted/reported to Madd Gear within 30 days of receiving your order. The 30 day period begins from the date that your order lands on the door of your shipping address. Once the 30 day return period has expired, the product cannot be exchanged or returned for a refund.
*Holiday Returns: Madd Gear understands that often purchases around Christmas are intended to be gifts and may not be opened for some time after purchase. Therefor, we have extended our returns policy for 30 days after Christmas Day for purchases made between November 1st to December 24th. Holiday Returns must be lodged before the 25th of January to be eligible.
What is the procedure to arrange my return?
As Madd Gear offers a growing range of product, often the return procedure is not a one size fits all. It is important to get in touch with us first so we can instruct you on how best to handle the return or exchange.
Madd Gear will not be held liable for any returns done without the proper authorization. Any product that has been altered, modified or damaged in any way will not be eligible for a refund, exchange or return.
I have authorization, what's next?
You will be issued with a pre-paid return shipping label and be required to drop the package off at your nearest carrier facility.
All products must be in their original undamaged packaging and unused to be eligible for a refund.
Madd Gear will not be liable for any product lost or damaged during the return process.
When will I get my refund or exchange?
Once we receive your return we will contact you within 5 working days and arrange the applicable refund or exchange. The cost of the return shipping fee will be deducted from all returns resulting in a refund unless otherwise authorized by an Madd Gear representative.
All returned products must be in new condition to be eligible for a refund (excluding the return shipping and restocking fee).
Restocking fee - All products returned in unused condition are subject to a 20% restocking fee.
Any product submitted for a refund that is not presented in it's original undamaged packaging but in new condition will incur an additional 10% restocking fee.
Products that are damaged, worn or show signs of use and/or installation (parts), will be deemed as being returned in an unsalable state and your return will not be accepted. If you would like the product returned to you, you will be required to pay for the return shipping.
My product arrived but it's defective or damaged.
Manufacturing defects must be reported to Madd Gear within seven (7) days of the goods arriving on your doorstep. We will usually asses the claim via email so that images can be provided of the damage or by troubleshooting over the phone. In the event that the product is deemed damaged or having a manufacturing defect, we will instruct you on how to prepare the product for collection.
Depending on the product and fault, sometimes the issue can be resolved by sending replacement parts out directly. In this case, the product may not need to be returned and Madd Gear will offer guidance on how to install new parts or troubleshoot the issue.
All replacement products are sent out using the same shipping method as used on the original order.
If a replacement part is deemed to rectify the defective product, a replacement wheel or bearing on a complete scooter for example; a new replacement scooter will not be exchanged under any circumstances.
The Madd Gear crew always do their best to turn around any returns as quickly as possible but the process may take up to three (3) weeks for you to receive your replacement. This allows for the return shipping process, initial assessment, liaising with the manufacturer and dispatching a replacement.
Hey this isn't what I ordered!
Very rarely products can get mixed up and you may receive the wrong product or the wrong color of an item. In this instance please contact us immediately so that we can assist you in either returning your product for the correct one. Occasionally you may not need to return the product as it may not be economical to do so and we will send the correct product out to you instead at no cost. This situation is assessed on a case-by-case basis by a Madd Gear representative.
Madd Gear - Warranty & Returns Policy: 03/26/2021