Purchase Information
All the information you need to know about your purchase including delivery, return & exchange and warranty. For more information please refer to the Terms & Conditions of Sale or Contact Us.
Shipping Information
Our products ship from our partner warehouse in VIC. Product status may vary and expected lead time for dispatch is indicated on the product page.
Standard Delivery
Standard delivery provides ground delivery to the easiest access point on your property. These deliveries will be made Monday to Friday (excluding public holidays) between 9am - 5pm.
Delivery Times
We only work with selected freight companies to ensure a fast and reliable delivery.
- Zone 1: 3-5 business days
ACT, NSW, VIC, SA - Zone 2: 5-10 business days
QLD, WA - Zone 3: Lead time on request
TAS, NT
Shipping Cost
- Zone 1: Free Shipping
ACT, NSW, VIC, SA - Zone 2: $10/carton
QLD, WA - Zone 3: Price on request
TAS, NT
The final delivery cost will be calculated at the checkout based on location and product selection.
Extra Charges
Please make sure that the shipping address is correct. The delivery address must be an address within Australia and cannot be a PO Box or Freight Forwarding Location. Additional charges will apply if the delivery address is changed after the order has shipped, if a specific delivery date or time frame is requested, if the delivery company is required to make multiple delivery attempts due to incorrect delivery instructions being provided or if no one is home at the time of delivery and authority to leave has not been provided.
Return & Exchange
As e-NRG is a flammable liquid and classified as a dangerous good we do not allow for any returns or exchanges for change of mind purchases.
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.
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: [email protected]
- Hours: Monday to Friday, 9am - 5pm AEST
Final Sale Items
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.
Warranty
As e-NRG is a flammable liquid and classified as a dangerous good, it is not covered by our transferable limited warranty.