We want every piece to be right for the space you chose it for. If you change your mind, you have up to 30 days from delivery to request a return. See the fees and conditions below.

Our returns policy at a glance

30 days to request a return, from the date of delivery. Send it back unopened, unused and in its original packaging. A 15% restocking fee applies and original and return shipping costs are not refunded. See section 3.
If something is wrong, we will make it right. If an item is faulty, damaged in transit, or not what you ordered, get in touch and we will sort it out with you. See section 5.
Made-to-order pieces are built for you. Cancel free of charge any time before production starts. Once it begins, the order cannot be cancelled or refunded for change of mind. See section 4.
Final sale, outlet items and e-NRG fuel are not eligible for change-of-mind returns. Faults are always covered.
Your rights under federal and state consumer law apply on top of all of this.

Buying for a business? Different terms apply. See our B2B Return and Exchange Terms, or email with questions.

Starting a return

If you bought through one of our retail partners, you must contact that retailer first for returns, delivery issues and product claims. The retailer will liaise with us where needed. This initial contact requirement does not limit any rights you may have directly against us under applicable law. If you bought directly from us, chat with us on any page of our website, or email .

Full policy

MAD Design USA is the trading name used by EcoSmart Inc., a California corporation, for US consumer sales. This policy explains how returns, exchanges, transit-damage claims, cancellation requests and product issues are handled for consumer orders placed with MAD Design USA for delivery within the United States. It applies alongside our Website Terms & Conditions, Privacy Policy and Cookie Policy.

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection law, including rights that cannot lawfully be waived under applicable federal or state law.

Which terms apply to you. This policy applies to orders placed on our consumer website for personal, family or household use. If you purchased in the course of a trade, business or profession, including specifying or supplying for a client project, your purchase is governed by our B2B Terms of Sale and B2B Portal Terms, or by any Retailer Partnership Agreement in place, and the terms differ from those below. The applicable MAD sales terms depend on the capacity in which you purchase and the terms agreed for your order. This does not determine or limit any rights that apply under federal or state law.

This policy and our warranty are different things. This policy covers returns, exchanges, cancellations and transit damage. The product warranty covers defects in materials and workmanship for a defined period after delivery, and it is a separate document with its own terms and duration. Where an issue falls under the warranty, we deal with it there. See our Product Warranty for details.

1. Inspecting your order on delivery

Please inspect your order as soon as possible after delivery.

If you notice visible damage to the packaging or the goods on delivery, please:

note the damage on the delivery paperwork where possible;
keep the original packaging; and
contact Customer Support as soon as reasonably possible.

If you discover concealed damage, defects, incorrect supply or missing parts after delivery, please notify Customer Support promptly and provide reasonable supporting information so the issue can be assessed.

When reporting a problem, please include where possible:

your order or reference number;
the item name;
a description of the issue;
the date received; and
photographs showing the issue and packaging.

2. Damage in transit

If goods arrive damaged in transit, please contact Customer Support within 7 days of delivery so we can investigate promptly and preserve any carrier claim. Reporting after this period does not automatically invalidate your claim or affect any rights that cannot be excluded under applicable law.

Where transit damage is confirmed, the standard remedy is repair or replacement at no cost to the customer, in line with our warranty and made-to-order policy, subject to any other remedy required by applicable law. Transit-damage claims do not incur restocking fees, return-shipping charges, or delivery-cost recovery.

Under exceptional circumstances, we may re-review a request for deviation from this policy; however, the above framework represents our firm and standard procedure.

The 7-day period applies only to transit damage. A manufacturing fault or defect that appears after delivery is handled under Section 5 and the applicable product warranty, and is not subject to the 7-day limit.

Please keep the item and its packaging until Customer Support advises on next steps.

If you arranged delivery through a carrier of your own choosing, you may need to pursue that carrier directly for transit damage occurring after the goods were handed over, except where applicable law provides otherwise.

3. Returns for change of mind

Except where applicable law requires otherwise, MAD Design USA may accept returns for change-of-mind purchases within 30 days of delivery, subject to the conditions in this policy.

To be eligible for a discretionary return or exchange for change-of-mind reasons:

the item must be unopened, unused and uninstalled;
the request must be made within 30 days of delivery;
the item must be returned in its original packaging;
the item must not be a made-to-order item that has shipped (see section 4), a Final Sale item, an Outlet item or e-NRG fuel (see section 8); and
we may request photographs to confirm that the packaging is intact and capable of protecting the item during return shipment.

A return or exchange request is reviewed against the conditions in this policy. Submitting information to us does not mean that the return or exchange has been approved. Approval means confirming the stated conditions are met and issuing return instructions, not an unrestricted right for us to decline a request that meets those conditions.

There is no general statutory right of withdrawal for most ordinary consumer goods in the United States simply because you changed your mind, so any change-of-mind return right described in this section is offered as a matter of our stated returns policy unless applicable law provides otherwise.

4. Made-to-order items

Some items in the High Design Collection and other selected ranges are made to order or specially procured after a confirmed order is placed. Because production, procurement or allocation begins only after your order is confirmed, the cancellation and return terms for these items are different from the rest of this policy.

4.1 What counts as a made-to-order item

An item is made to order if it meets one or more of the following:

it is listed as made to order in our product catalog or on our website;
the order is for more than 5 units of any single product; or
it contains custom-made components, such as DSI gas burners.

How this applies to your order. Where a product is listed as made to order on our website, this section applies from the moment you order. Where an item falls into either of the other two categories, this section applies only once we have confirmed to you in writing, before production starts, that your order is being treated as made to order. You may cancel the order in full at no charge at any time until you receive that confirmation. Our confirmation will tell you that the item is made to order and explain the applicable cancellation terms. Our standard remedy for a fault is repair or replacement, subject to any other remedy required by applicable law.

4.2 Cancelling before production

You may cancel a made-to-order item at no charge at any time before production starts. Contact Customer Support as soon as possible if you want to do this.

4.3 Deposits and start of production

Made-to-order items may require a deposit. Once production has begun, the deposit is non-refundable for change-of-mind cancellations, except to the extent a refund is required by applicable law.

We will notify you by email, with a timestamped record of that notice, when production begins on your item. That email confirms that production has begun and that the change-of-mind cancellation restrictions in this section apply.

4.4 Once the item has shipped

Once a made-to-order item has shipped, it cannot be returned, cancelled or refunded for change-of-mind reasons.

4.5 Changes and deferrals

Requests to change, defer or reschedule a made-to-order order may not be possible once processing has begun. Where MAD Design USA agrees to a change, cancellation or return outside any rights required by law, additional charges or conditions may apply, and we will tell you what they are before you commit to them.

4.6 Lead times and delayed production

Each made-to-order product shows an estimated lead time range on its product page. That range is confirmed in your order acknowledgement. For the most accurate lead time, please reach out to your sales representative directly, or contact us at support and we'll connect you with the appropriate rep for personalized assistance.

4.7 If a made-to-order item is faulty or arrives damaged

Sections 4.2 to 4.5 govern change of mind, cancellation and deferral. They do not apply where a made-to-order item is faulty, damaged in transit, misdescribed or incorrectly supplied.

If any of those things happen, contact Customer Support and we will repair or replace the item at no cost to you. We will choose between repair and replacement based on what will put the item right, and we cover collection, redelivery and any parts or labour involved. No deposit is forfeited.

Made-to-order items are not refundable for change-of-mind reasons once production has begun. For a faulty, damaged or incorrectly supplied item, we will repair or replace it where appropriate. If that remedy fails or another remedy is required by applicable law, we will provide the required remedy.

Nothing in this clause limits any right you have under applicable law that cannot be waived.

4.8 Shipment delays

If we cannot ship your order within the applicable shipment timeframe, we will provide a delay notice within the time required by law. The notice will provide a revised shipment date where available, explain your option to cancel for a full refund of amounts paid for the affected unshipped merchandise, including any deposit, and explain what happens if you do not respond.

Your order may continue where you consent to the delay or where applicable law permits us to treat your non-response as consent. If cancellation and a refund are required by law, we will cancel the affected unshipped merchandise and issue the required refund.

5. Defective, damaged, incorrect or non-conforming goods

If a product is defective, damaged, incorrectly supplied or otherwise does not conform to the contract or our description, please contact Customer Support as soon as reasonably possible.

Where appropriate and depending on the circumstances and applicable law, the available remedy may include:

repair;
replacement;
price adjustment; or
exchange.

For made-to-order items, our standard remedy is repair or replacement under section 4.7, subject to any other remedy required by applicable law.

No fee or charge under this policy applies to a fault, damage, misdescription or fulfilment error. That includes the restocking fee, return shipping, recovery of free or subsidised delivery costs, cancellation charges and forfeiture of a made-to-order deposit. When we send you the wrong item, or the item is not as described, we arrange and pay for the return and the remedy.

Damage and faults are handled as claims, not as returns. A fault or damage claim is not treated as a change-of-mind return. It will be handled under this section and any applicable warranty, subject to any other remedy required by applicable law. A product that has been unpacked, installed, used or damaged does not meet the conditions for a change-of-mind return in section 3 in any event.

You do not need a Return Authorization to report a fault or damage. The RA requirement in section 6 applies to discretionary returns and exchanges. Contact Customer Support and we will tell you what we need.

We will confirm the basis before anything is sent back. Every approved claim or return is authorized either as a fault or damage claim or as a change-of-mind return, and the Return Authorization will say which. If you want to change the basis after approval, contact Customer Support first, because the terms and the costs are different.

If the reported fault is not found. Where goods are returned and inspection does not find the reported fault or damage, the return will be treated as a change-of-mind return if it meets the conditions in section 3, and the fees in section 6 apply. Where it does not meet those conditions, return-delivery charges may apply, but only where permitted by applicable law and consistent with the applicable warranty.

An inspection finding does not limit any rights the customer otherwise has under applicable law.

Nothing in this policy limits any rights you may have under applicable law for goods that are defective, misdescribed or incorrectly supplied.

6. Exchanges and voluntary returns

Outside any rights required by law, exchanges and discretionary returns may be accepted only with prior approval from MAD Design USA. Approval means confirming that a request meets the conditions in this policy and issuing return instructions; it is not an unrestricted right to refuse a request that meets those conditions.

If a discretionary return or exchange is approved:

a Return Authorization (RA) number must be obtained before the goods are sent back;
goods must be returned using the return method and instructions provided by us;
goods should be returned in their original packaging;
if requested, photographs of the packaging and product condition must be provided before return approval; and
the goods must be unopened, unused, uninstalled and in resalable condition unless the return relates to a defect, damage or fulfilment error.

If original packaging is unavailable and replacement packaging is required for a discretionary return, we may refuse the return or apply reasonable deductions where permitted by law and clearly disclosed before purchase.

Goods returned in a lesser condition than when delivered, other than because of a defect or delivery issue, may be refused or may be subject to reasonable deductions.

Where a discretionary change-of-mind return is accepted:

a 15% restocking fee applies;
original shipping costs are non-refundable, as are any installation, assembly, white-glove or special handling charges already incurred;
where we delivered your order free of charge or at a subsidised rate, the actual cost of that delivery, as disclosed to you at checkout, may be deducted from your refund; and
return shipping will be charged at the actual carrier rate.

Risk on the return leg. Where we arrange the return carrier, we carry the risk of loss or damage to the goods in transit on the return journey. Where you choose your own carrier, you carry that risk.

None of the fees or restrictions in this section apply where prohibited by law, where the return relates to a defect or damage, or where the return relates to our error in shipment.

7. Cancellations and order changes

7.1 Standard items

You may cancel or change an order for a standard, in-stock item at no charge up to 24 hours before its scheduled ship date, by contacting Customer Support.

After that point, and once the order has shipped, the change-of-mind terms in sections 3 and 6 apply instead.

7.2 Made-to-order items

Made-to-order items are not covered by clause 7.1. Cancellation of a made-to-order item is governed by section 4.

7.3 Both

Except where you are exercising a right that cannot lawfully be excluded, cancellations, modifications and deferrals outside the terms above require prior written consent from MAD Design USA, and additional fees or conditions may apply where procurement, fulfilment planning, special handling or made-to-order production has already commenced. We will tell you what those are before you commit.

The shipment-delay provisions in section 4.8 also apply to standard-item orders.

8. Final sale, outlet items and e-NRG fuel

Items sold as Final Sale or through an Outlet are not eligible for discretionary return or exchange for change-of-mind reasons.

e-NRG bioethanol fuel is classified as a flammable liquid and a dangerous good for transport purposes. Ordinary courier and postal services will not carry it. Fuel is therefore sold as final sale and is not eligible for return or exchange for change-of-mind reasons.

If fuel is delivered leaking, contaminated, short-filled or otherwise faulty, contact Customer Support and do not attempt to return it yourself. We will arrange a remedy and, where relevant, safe disposal instructions.

Nothing in this section affects any rights you may have under applicable law in relation to defective, damaged, misdescribed or incorrectly supplied goods, including fuel.

9. Items collected in person

If goods are collected in person, you should inspect them at the point of collection where reasonably possible.

Collection in person does not affect any legal rights you may have in relation to defective, damaged, incorrectly supplied or non-conforming goods. However, once goods are collected, you may bear responsibility for any loss or damage that occurs after collection, except to the extent caused by a defect existing at the time of handover or otherwise required by law.

10. Third-party carriers chosen by the customer

If you choose to use your own carrier or freight provider, MAD Design USA is not responsible for damage, delay or loss caused by that carrier after the goods have been handed over to them, except where applicable law provides otherwise. The same applies on a return leg you arrange yourself.

You may be required to bring any transit-related claim directly against the carrier you selected.

11. International returns

For returns shipped from outside the United States, return freight charges are generally not included unless required by law or agreed by us in writing.

Where the customer is responsible for return shipping, international return shipments must be sent carriage-paid in accordance with the return instructions provided by us.

12. Inspection and processing

Returned goods may be inspected before a refund, repair, replacement or exchange is approved. Where a return was authorized as a fault or damage claim and inspection does not find the reported problem, clause 5 applies and the return is reassessed on change-of-mind terms.

Where a discretionary return or exchange is approved, the refund will be issued to the original payment method only. Once processed, please allow 5–10 business days for the refunded amount to appear in your account, although actual timing may depend on your financial institution.

Where applicable law requires a refund within a specified period, we will issue it within that period. Any additional time taken by your financial institution to post the refund is separate from our processing obligation.

For exchanges, a replacement order will generally be released after the returned goods are received and confirmed at our warehouse. Where applicable to a discretionary change-of-mind exchange, any restocking fee and shipping charges must be paid before the replacement order ships.

13. How to request a return, exchange or remedy

To request a return, exchange, repair, replacement or other remedy, please contact Customer Support and provide:

your order or reference number;
the product name;
a description of the issue or request; and
photos or other supporting information where relevant.

Please email your order number and details to so our customer care team can review it and respond as quickly as possible.

If a return or exchange is approved, we will provide the next steps, including any Return Authorization number and return instructions.

14. Contact

For help with delivery issues, returns, exchanges or consumer rights, please contact:

MAD Design USA

Support:

Sales enquiries: or call (888) 590-3335 (Mon–Fri, 9am–6pm PST)
311 North Robertson Blvd, PMB 932
Beverly Hills, CA 90211

Return and Exchange Policy