Customer Support

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 your Delivery

Thoroughly inspect your delivery immediately upon receipt, and if possible, while the driver is present.

If any sign of damage is visible, clearly note “Package received damaged” on the receiving paperwork.

Compare the items received with your original order confirmation documents. If any items are missing, immediately report this to the driver and note it on the paperwork.

Should any damage, defects, missing parts, or issues either visible (to the packaging) or concealed (to the product inside the packaging) must be reported to MAD Design Australia with all supporting documentation within 7 days of delivery. See “Reporting” below for how to report an issue.

If no report of damage, defects, missing parts or issues is received by MAD Design Australia within 7 days of delivery, both the shipping company and MAD Design Australia are released from any responsibility for damage, and all claims after this period of time will be denied. It is essential to inspect the package thoroughly.

Always retain the original packaging until you have determined that the product is satisfactory. If an exchange or return is necessary, this will help significantly speed up the process.

Reporting

In the rare occurrence that a product arrives damaged, with missing parts, with defects or another issue, please contact our Customer Support Team within 7 days of receipt of your delivery. After the 7 day period, the product cannot be reported as damaged, defective, missing parts and/or returned for exchange or refund due to the limitations imposed by the carriers shipping the products.

If your purchase was made through an authorised MAD Design Australia reseller, all claims of any nature must first be reported to the reseller who will then liaise with MAD Design Australia directly on your behalf to resolve your issue.

Information required when reporting an issue, includes:

• Order / Reference Number
• Item Name & description of the issue
• Date received by you
• Images documenting the issue

Customer Support Contact Information:

• Phone: 1300 003 674
• Email: info@e-nrg.com.au
• Hours: Monday to Friday, 9am - 5pm AEST

Final Sale Items

Items purchased from the Outlet or items noted as Final Sales Item are not eligible for exchange, return or refund, so please be sure you are fully informed as to the condition of the item you are purchasing.

e-NRG fuel is final sale and cannot be returned due to local safety regulations.

Cancel or Change Order Requests

No order may be cancelled, modified or deferred without the prior written consent of the Company (which is at the Company’s sole discretion). If such consent is given, it is at the Company’s election, subject to the Company being paid a cancellation fee being 10% of the invoice value of the Goods if cancelled within 48 hours of placement of order and otherwise 20% of the invoice value of the Goods prior to goods being dispatched.

Processing an Exchange or Return

Our diligent Customer Support Team is fully trained on the many possible scenarios that may occur as it relates to shipping or product issues. Their primary goal is to support you through the process and to find a speedy resolution to the issue you’ve reported. Many diverse scenarios exist, so the solutions we provide are designed to meet your needs and to accommodate the requests of you or your customer. A full no cost exchange is not always guaranteed.

Your Customer Support Representative will walk you through the process for shipping the item(s) back and will enlist the support of our Shipping Department to ensure a speedy return takes place.

Items to be returned to MAD Design Australia (regardless of reason) will ship via the same method, and likely the same carrier, as the original delivery. For this reason, it is vital the original packaging is retained. In the event there is no original packaging, replacement packaging may need to be sent at your cost, to be deducted from any credits or exchanges. Shipping packaging is costly and also slows down the completion of your return.

Items returned in a condition of lesser quality than when the Return Authorisation was provided, will be subject to charges to either repair or replace the item in full.

Credit notes, refunds or release of replacement items will be issued after the receipt and full inspection of the returned item. Inspection will be completed within 7 business days of receipt.

Exchanges / 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) and delivered free to the Company’s premises unless otherwise agreed by the Company in writing. A restocking fee of 20% of the invoice value of the Goods will be applied.

International

Although MAD Design Australia fully supports our warranties; our return program does not include freight charges for returns outside Australia. If you have a return or exchange from outside Australia, international shipping charges must be prepaid.