Refund policy
Returns & refunds
Every MADTAG piece is made to order. What we can take back depends on the kind of order you placed.
Off-the-shelf designs — 30-day change of mind
If you ordered a ready-made design from our catalogue and change your mind, you can return it within 30 days of delivery, provided it is:
- brand new and never used,
- in its original condition and original packaging, and
- accompanied by your order number or proof of purchase.
Email hi@madtag.com.au with your order number to start a return — please don't ship anything back before we've confirmed the return. Return shipping for change-of-mind returns is at your cost. Once the item arrives back and passes inspection, we refund the purchase price to your original payment method. Items that come back used, marked or damaged may be refused or partially refunded.
Custom orders — no change-of-mind returns
Custom pieces (anything produced from artwork, logos or personalisation you supply or approve — including Wrap Your Own orders) are made one-off for you. We can't restock or resell them, so we don't accept change-of-mind returns, exchanges or cancellations once production has started. Check your proof carefully before approving it — what you approve is what we make.
Faulty, damaged or not as described — every order, including custom
Nothing above limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded: if an item is faulty, arrives damaged, or isn't what you ordered, you're entitled to a repair, replacement or refund — on custom orders too. If your order arrives damaged, email us within 7 days of delivery with photos of the item and packaging and we'll sort it out.
Refund timing
Approved refunds are issued to the original payment method. Allow up to 10 business days for the funds to appear, depending on your provider.