Return and Refund Policy

1. General

At MAD Safety, we are committed to providing high-quality safety equipment and supplies. This policy outlines your rights and our obligations regarding returns and refunds, operating in accordance with the Australian Consumer Law (ACL).

2. Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3. Faulty or Damaged Goods

If you receive a product that is faulty, damaged in transit, or does not match the description provided on our website, please contact us immediately.

We may request photographs or a description of the fault to assess the claim.

Where an item is deemed faulty, MAD Safety will cover the cost of return shipping and arrange for a replacement, repair, or full refund to your original payment method.

4. Change of Mind Returns

We understand that sometimes an item may not be exactly what you need. MAD Safety accepts change-of-mind returns within 30 days of the delivery date, strictly subject to the following conditions:

• The item must be unused, in its original condition, and in its original, undamaged packaging.
• You are responsible for all return shipping costs.
• A standard restocking fee may be applied to cover administrative and warehouse handling costs, which will be deducted from your final refund amount.

Exclusions: We do not accept change-of-mind returns on custom-manufactured products, cut-to-length materials, personalized items, or clearance stock.

5. Return Process

To initiate a return, you must contact our customer service team to request a Return Approval. Unauthorized returns may be rejected and sent back to you at your expense. Approved returns must be securely packaged and shipped to our Geelong warehouse facility. We highly recommend using a trackable shipping service, as we cannot accept responsibility for returns lost in transit.