Madd Gear UK Returns Policy 2025

Here at Madd Gear, we understand that sometimes things don't go according to plan and you need to return an item or make a claim. Here's the deal on all you need to know!

For information on warranty periods for specific products, please head to our FAQ section.

How long do I have to request an exchange or return?

All returns and exchanges must be submitted/reported to Madd Gear within 30 days of receiving your order. The 30 day period begins from the date that your order lands on the door of your shipping address. Once the 30 day return period has expired, the product cannot be exchanged or returned for a refund. This applies to new and unused products only.

Christmas Gift Returns: Madd Gear understands that often purchases around Christmas are intended to be gifts and may not be opened for some time after purchase. Therefore, we have an extended returns policy for 30 days after Christmas Day for purchases made between 1st November and 23rd December. Christmas Holiday Returns must be advised before 25th January the following year to be eligible.

What is the procedure to arrange my return?

As Madd Gear offers a growing range of products, often the return procedure is not a one size fits all. It is important to get in touch with us first so we can instruct you on how best to handle the return or exchange and to provide you with a Returns Form that must be included with any product returned for a refund or an exchange. Please ensure the original shipping packaging is used or replaced before any return, do not tape or use labels on the display packaging or the actual products.

Madd Gear will not be held liable for any returns done without the proper authorisation. Any product that has been altered, modified or damaged in any way will not be eligible for a refund, exchange or return.

I have authorisation to return my product, what's next?

Send your return in the post or via a courier service. Please note that delivery costs must be covered by yourselves for a return. Please keep your returns tracking number.

All products must be in their original undamaged packaging and unused to be eligible for a refund.

Madd Gear will not be liable for any product lost or damaged during the return process.

When will I get my refund or exchange?

Once we receive your return we will contact you within 5 working days and arrange the applicable refund or exchange.

All returned products must be in new condition to be eligible for a refund (excluding the return shipping or restocking fee).

Products returned for a refund must be in their original, undamaged packaging. This includes ensuring that shipping labels are not affixed directly to the original box. If the packaging is damaged in any way, a 10% restocking fee will be applied, even if the product remains in new condition.

Products that are damaged, worn or show signs of use and/or installation (parts) will be deemed as being returned in an unsalable state and your return will not be accepted. If you would like the product returned to you, you will be required to pay for the return shipping.

My product's arrived, but it's defective or damaged.

Manufacturing defects must be reported to Madd Gear within seven (7) days of the goods arriving on your doorstep. We will usually assess the claim via email so that images can be provided of the damage or by troubleshooting over the phone. In the event that the product is deemed damaged or has a manufacturing defect, we will instruct you on how to prepare the product for collection.

Depending on the product and fault, sometimes the issue can be resolved by sending replacement parts out directly. In this case, the product may not need to be returned and Madd Gear will offer guidance on how to install new parts or troubleshoot the issue.

All replacement products are sent out using the same shipping method as used on the original order.

If a replacement part is deemed to rectify the defective product, a replacement wheel or bearing on a complete scooter for example; a new replacement scooter will not be exchanged under any circumstances.

The Madd Gear crew always do their best to turn around any returns as quickly as possible but the process may take up to 10 working days for you to receive your replacement. This allows for the return shipping process, initial assessment, liaising with the manufacturer and dispatching a replacement.

Hey, this isn't what I ordered!

Very rarely products can get mixed up and you may receive the wrong product or the wrong colour of an item. In this instance, please contact us immediately so that we can assist you in either returning your product for the correct one. This situation is assessed on a case-by-case basis by a Madd Gear representative.

Madd Gear UK - Warranty & Returns Policy: February 2025