Refund policy
Madden Authentic Pty Ltd (ABN 85 694 242 254) wants you to love every item you buy from us. If something isn't right, this policy explains how we handle returns and refunds.
Last updated: April 2026
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.
Nothing in this policy limits your rights under the Australian Consumer Law.
Change of mind — 30-day return window
In addition to your ACL rights, we offer a 30-day change-of-mind return window. If you simply change your mind, you can return an item within 30 days of receiving it, provided that:
- The item is unused, in its original condition, with all tags attached
- The item is in its original packaging
- You have proof of purchase (order number or receipt)
Change-of-mind returns are at your expense — you cover return postage. Once we receive and inspect the returned item, we will refund the purchase price to your original payment method within 10 business days.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or is not what you ordered, please contact us within 7 days of receipt. For these returns, we will cover return shipping and process a replacement, repair, or full refund in accordance with the Australian Consumer Law and your preference.
To report a faulty, damaged or incorrect item, email us at support@maddenauthentic.com.au with:
- Your order number
- A clear description of the issue
- Photos of the item showing the fault or damage
How to start a return
- Email support@maddenauthentic.com.au with your order number and the reason for return
- We will reply within 2 business days with return instructions and, where applicable, a return shipping label
- Pack the item securely in its original packaging
- Ship the item to our Sydney returns address:
Madden Authentic Pty Ltd
c/o Gate 3, Block G2
391 Park Road
Regents Park NSW 2143
Australia - Once we receive and inspect the return, we will process your refund or replacement within 10 business days
Non-returnable items
The following items cannot be returned for change of mind (your ACL rights still apply if the item is faulty):
- Personal hygiene items (e.g. sleeping bag liners that have been used)
- Gift cards
- Sale items marked "final sale"
- Items that have been used, damaged after receipt, or are not in original condition
Refund processing
Approved refunds are credited to your original payment method within 10 business days of us receiving and inspecting the returned item. Your bank or card provider may take additional time to post the refund to your account.
If more than 10 business days have passed since we confirmed your refund and you have not received it, please contact us at support@maddenauthentic.com.au.
Exchanges
We don't process direct exchanges. If you'd like a different size, colour, or item, return the original and place a new order — this is the fastest way to get what you want.
Contact us
Madden Authentic Pty Ltd
ABN: 85 694 242 254
Email: support@maddenauthentic.com.au
Returns address: Madden Authentic Pty Ltd
c/o Gate 3, Block G2
391 Park Road
Regents Park NSW 2143
Australia