RETURNS
We want you in the right size and the right piece. If something isn't working, you have 14 days from the day your order is delivered to send it back.
WHAT WE CAN ACCEPT
Items need to come back unworn and unwashed, with all original tags and labels still attached, in a condition we could sell again. Try things on the way you would in a fitting room — over clean clothes, off the bike. Anything bought on sale or with a discount code is final sale and can't be returned for change of mind.
REFUND, EXCHANGE OR CREDIT
Your choice. We'll refund to your original payment method, swap you into a different size or piece, or issue store credit that doesn't expire. Tell us which when you get in touch.
HOW TO SEND SOMETHING BACK
Email getmad@madtwin.com with your order number and what you'd like to do. We'll reply with a return address and instructions within one business day. Return postage is at your cost for change of mind, and we'd recommend a tracked service — until a parcel reaches us it's still your responsibility.
ONCE IT REACHES US
We'll check the item over and process your refund, exchange or credit within 10 business days of receiving it. Refunds go back to the card or account you paid with, and your bank may take a few days more to show it.
FAULTS AND WRONG ITEMS
If something arrives faulty, damaged or simply isn't what you ordered, that's on us. Email getmad@madtwin.com with your order number and a couple of photos and we'll sort it — including return postage. This has no time limit beyond what's reasonable for the fault.
YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights. The 14 day window above is a change-of-mind policy we offer on top of them.
