Refund policy

Returns and refunds

Nothing sits in a warehouse. Every work in the gallery is printed and framed for your order once you buy it, in a studio in your own country wherever we can manage it. That shapes everything below, so read the two headings before you buy: if we got it wrong you keep the piece, and if you changed your mind it comes back to us.

If something is wrong: 30 days

Damaged in transit, a fault in the print or the frame, the wrong work, the wrong size, the wrong frame colour. Email hello@madtag.com.au within 30 days of delivery with your order number and a couple of photos, one of the work and one of the packaging it arrived in. We remake it and send it out free, or refund you in full if you would rather not wait.

Keep the piece. There is no return address and no return label, and we would rather you did not spend an afternoon at the post office on our mistake.

If you change your mind: 14 days

It looked different on the wall. It was for a room that changed. You do not need to give us a reason. Email hello@madtag.com.au within 14 days of delivery with your order number, and we will reply with the address to send it to. Please do not post anything back before you have that reply, because works are printed in studios all over the world and the right address depends on your order.

Send the work back within 14 days of our reply. Return postage is yours, and so is the risk in transit, so pack it in the box it arrived in and use a tracked service. It needs to reach us unhung, unmarked and in its original packaging. Once it lands and we have checked it over, we refund the full price you paid.

Two things worth knowing before you buy rather than after. A framed piece is heavy and awkward, and posting one back from outside Australia can cost real money, so measure the wall twice. And a work that comes back damaged, marked or hung is one we can refund only in part, or not at all.

Colour, and being honest about screens

Every screen shows colour differently, and no two prints of anything are identical to the last decimal. Small variation between what you saw and what arrives is normal in printing, and it is not a fault. A print that is visibly wrong, banded, streaked or off-register is a fault, and the 30-day line above covers it. If you are unsure which one you are looking at, send the photo and we will tell you straight.

Before it is made

If you catch us early, email hello@madtag.com.au and we will cancel and refund in full, as long as the work has not gone into production. Once a studio has started printing we cannot pull it back, and the 14-day line above takes over.

Commissioned and custom work

Work made from artwork or a logo you supply, or commissioned to your brief, is a different thing. It is made once, for you, and it cannot be sold to anyone else, so it is not covered by the 14-day change-of-mind line. It is still covered in full if it arrives damaged, faulty, or not what was agreed. Check your proof carefully before you approve it. What you approve is what gets made.

Refunds

Refunds go back to the way you paid, in the currency you paid in. Allow up to 10 business days for it to appear, which is your bank's timeline rather than ours.

Your rights where you live

Nothing on this page cuts into rights you already have. In Australia our works come with guarantees that cannot be excluded under the Australian Consumer Law. In the United Kingdom you have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. New Zealand has the Consumer Guarantees Act 1993, and Singapore the Consumer Protection (Fair Trading) Act. Buyers in the United States and Canada keep every right their state or province gives them. Where any of those give you more than this page does, they win.

Questions about an order: hello@madtag.com.au, with the order number.