If you have any problem with a product purchased from MADNUG, you must first contact us by emailing gundam@madnug.com.au
In your email, you should describe the problem, include relevant photos, and provide your contact details.
Refunds: MADNUG does not offer refunds for various reasons, including change of mind, lost, stolen, or damaged parcels during or after delivery, items returned opened, used, or partly assembled, lost parts, items broken during assembly or play, and items with no problem found. The refund policy lasts for 15 days from the date the item arrived.
Refund Process: If you are eligible for a refund, MADNUG will notify you of the approval or rejection of your refund after inspecting the returned item. If approved, the refund will be processed to your original method of payment within a certain period.
Late or Missing Refunds: If you haven’t received a refund yet, you are advised to check your bank account and contact your credit card company and bank first. If the refund is still not received, you can contact MADNUG at gundam@madnug.com.au.
Sale Items: Sale items are not eligible for refunds; only regular-priced items may be refunded.
Eligibility for Return: To be eligible for a return, the item must be unused and in the same condition as when received, and it should be in the original packaging. A receipt or proof of purchase is required to complete the return process.
Return Shipping: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable unless the item is found to be defective due to a manufacturer’s defect.
Exchanges: MADNUG only replaces items if they are defective or damaged. If you need to exchange an item for the same one, you can contact them at gundam@madnug.com.au.
It’s essential for customers to be aware of these policies to ensure a smooth and clear process in case they encounter any issues with their purchases from MADNUG.
