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 own Sydney warehouse and partner warehouses around Australia. 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 and does not include inside delivery, packaging removal, or assembly. Monday to Friday (excluding public holidays) from 9am - 5pm.
For larger items shipping cost includes a tail lift delivery.
POA (Price on Application)
Some products require a manual quotation to be organised by our team. This will be indicated at the product page.
Some postcodes require a manual quotation to be organised by our team. This will be indicated at the checkout.
Bioethanol Fuel
e-NRG Bioethanol will ship separately from EcoSmart Fire orders and may arrive on a different day. An individual tracking number for your e-NRG Bioethanol order will be emailed to you.
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 - Zone 2: 10-15 business days
QLD, NT, SA, WA, TAS
Backorder Lead Times
Lead time on out of stock items will vary. Please contact our team or check the website for estimated lead times.
We aim to deliver your order as quickly as possible. If your order includes both in-stock and out of stock items, you may receive packages on more than one delivery date. We will email tracking information once your order is in transit.
Please note that while our stocking program is robust and we strive to achieve our published lead times, unplanned events or unforeseen delays may impact our target lead time. If this occurs and your order is affected, our customer support team will inform you promptly.
Shipping Cost
The final delivery cost will be calculated at the checkout based on location and product dimensions/weight.
Download our Price List to check our delivery rates.
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
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: +61 (2) 9997 3050
- Email: [email protected]
- 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.
Warranty
Our products are covered by a transferable limited warranty and a solid service and support network should you need it. Many aspects of our products are hand-produced, hand-finished and use natural materials, which makes it subject to minor variations in colour, finish and size. All pieces will mature and age over the course of time through natural processes associated with use, heat and flame. These changes are an essential part of the dynamic of the piece. MAD Design Australia reserves the right to make minor amendments without prior notice.
Warranty Information
The Company warrants to the Customer that the Goods will be supplied in an undamaged condition.
On discovery of any defect in the Goods, the Customer must immediately notify the Company in writing of such defect. The Customer must not carry out any remedial work to alleged defective Goods without first obtaining the written consent of the Company to do so.
The provisions of any act or law (including but not limited to the Trade Practices Act 1974) implying terms, conditions and warranties, or any other terms, conditions and warranties which might otherwise apply to or arise out of the agreement between the Company and the Customer in relation to the Goods are hereby expressly negatived and excluded to the full extent permitted by law.
The Customer expressly acknowledges and agrees that it has not relied upon, and the Company is not liable for any advice given by the Company, its servants, agents, representatives or employees in relation to the suitability for any purposes of the Goods.
Length of Warranty
- Two year warranty from date of purchase on Flex models, stainless steel parts, including raw, linished and powder coated and black ceramic coated.
- One year warranty from date of purchase on mild steel, including powder coated and chrome plated, cement, glass, leather, fabric, teak and MDF (painted or cemented rendered).
Chips and scratches are not covered by warranty. Natural variation in color, texture and porosity may occur with Fluid™ Concrete Technology products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect.
If you live in extreme weather conditions where accumulation of snow is likely, use of the All-Season Bag is imperative in order to be covered by warranty.
HEATSCOPE® Warranty
HEATSCOPE® heaters are designed and manufactured by MHS Munich Home Systems GmbH.
MHS Munich Home Systems GmbH / HEATSCOPE® warrants to the original purchaser of products supplied by HEATSCOPE® that the products will be free from defects and/or faults in materials and/or workmanship for twenty-four (24) months from the date of invoice.
Subject to the following conditions of this warranty, if a defect and/or fault in materials and/or workmanship are found during the warranty period, HEATSCOPE® will replace or repair the products (at its option) without charge.
HEATSCOPE® infrared heaters must be installed and executed only by an authorised expert / trained professional electrician in accordance with the applicable standards and regulations for electrical wiring in electrical trade in the respective country / region of installation. All relevant local building and fire safety regulations must be observed at any time and under any circumstances.
For more information please refer to the HEATSCOPE® warranty document.
Express Warranties Do Not Include
Service calls to:
- Correct the installation of the product.
- Instruct you how to use the product.
Repairs when the product has been used in other than normal domestic/commercial use or when not used in accordance with the Installation, Operating and Maintenance Manual.
Repairs when the parts or models have been modified or altered in any way that has not been approved in writing.
Repairs when the product has been dismantled, repaired or serviced by anyone other than an authorised representative.
Pick up and delivery.
Normal maintenance as required in the Installation, Operating and Maintenance Manual supplied with the product.
Transportation or traveling costs involved in the repair when the appliance is installed outside our AUTHORISED CUSTOMER SERVICE CENTER’s normal service area.
Damage to the product caused by accident, misuse or Act of God.
Services and Claims
The Warranties set out above are express Warranties given by MAD Design Group and are in addition to the rights and remedies which are conferred upon consumers by Trade Practices Act 1974 of the Commonwealth and other Commonwealth, State or Territory legislation.
Service under the warranties set out above must be provided by MAD Design Australia Authorised Customer Service Center which shall provide service during their normal working hours.
Your warranty certificate along with proof of date of purchase must be produced when making any claim.
For warranty claims please contact your local distributor. If there is not a local distributor in your country please call MAD Design Australia at +61 (2) 9997 3050.
Please note: Don‘t send in any devices to the manufacturer without any former contact with your distributor or dealer. He will inform you about all following steps.