This policy applies to all MAD Design brands, including EcoSmart Fire, Blinde Design, Heatscope and e-NRG.

We want every piece to be right for the space you chose it for. If it is not, you have 14 days from delivery to tell us you want to return it, then 14 more days to send it back, for a refund, and you do not need to tell us why.

Our returns policy at a glance

  • 14 days to change your mind, from the day your order arrives. No reason needed. See section 3.
  • Problems are ours to fix. If an item is faulty, not as described, or not fit for purpose, you may be entitled to a full refund within the first 30 days, or repair or replacement after that, at no cost to you. See section 5.
  • Refunds within 14 days, from when we have the goods back or your proof of postage, whichever comes first. See section 3.
  • Made-to-order pieces are built for you, but you can still change your mind. Our pieces are built to our own specifications, not yours, so the 14-day right above still applies. See section 4.
  • Final sale and outlet items may be excluded from discretionary returns for change-of-mind reasons. Faults are always covered. See section 8.

Your legal rights as a UK consumer apply on top of all of this.

Return shipping: charged at the same rate as your original delivery charge, shown to you at checkout. See section 3.

Buying through your business? The above applies to consumers buying for personal use. If you are purchasing in the course of a trade, business or profession, including specifying for a client project, our B2B Terms of Sale apply instead and the terms differ. Contact Customer Support for those documents.

Starting a return

If you bought through one of our retail partners, please contact them directly — they will process your return and liaise with us on your behalf. If you bought directly from us, chat with us on any page of our website, or email .

Full policy

This policy applies to consumers purchasing for personal use in the United Kingdom from MAD Design Group UK Ltd, alongside our Website Terms & Conditions, Privacy Policy, Cookie Policy and UK Consumer Terms & Conditions of Sale.

Nothing in this policy limits or excludes any rights you may have under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Where a term here conflicts with such a right, the right applies.

Which terms apply to you. If you purchased goods in the course of your trade, business or profession, separate B2B Terms of Sale and B2B Portal Terms apply to those purchases instead of this policy. Please refer to those documents or contact Customer Support for details.

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 reasonably 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.

Prompt notice helps resolve issues efficiently, but no time period in this policy removes rights that cannot be excluded under UK consumer law.

2. Damage in transit

If goods arrive damaged in transit, please contact us within 7 days of delivery where possible. Carrier claim windows are short, and claims made outside that period may be harder to pursue against the carrier directly.

This 7-day window is about carrier claims only. It does not limit or shorten your cooling-off right under section 3, or your rights in relation to faulty or non-conforming goods under section 5, which have no equivalent time limit beyond what the law sets.

Where damage is confirmed, the appropriate remedy will depend on the circumstances and applicable law, and may include repair, replacement, partial refund or full refund.

If you arranged delivery through a carrier of your own choosing, you may need to pursue the carrier directly for transit damage that occurred after the goods were handed to that carrier, except to the extent UK consumer law requires us to assist or provide a remedy.

3. 14-day cooling-off period for online consumer orders

If you are a consumer in the UK and you purchased goods online or at a distance, you generally have a 14-day cooling-off period under the Consumer Contracts Regulations 2013.

For goods, the cooling-off period expires 14 days after the day on which you, or a person nominated by you, take physical possession of the goods.

You may cancel your order at any time from the moment you place it up to 14 days after receiving the goods, without giving any reason, subject to the legal exceptions described below.

To exercise your cooling-off right, you must clearly notify us within the 14-day period using the contact details on our website or through Customer Support. You may use any model cancellation form we provide, but this is not mandatory.

If you validly cancel:

  • you must send the goods back to us without undue delay and, in any event, within 14 days after you informed us you wished to cancel; and
  • unless the goods are faulty or not as described, you are responsible for the cost of returning the goods, as set out below.

Cost of return.

Except to the extent applicable law requires otherwise, you will be charged for the cost of returning the goods to us. This return shipping charge is set at the same rate as the original delivery charge shown and charged to you at checkout when you placed your order, so the amount is known to you before your purchase is complete. Where no delivery charge was shown or charged for your original order, we bear the cost of return collection instead.

This return shipping charge is separate from, and does not reduce, the refund of your original delivery charge described below.

Refund. We will refund all payments received for the goods, and the standard delivery cost, in accordance with UK law (enhanced delivery options you chose over our standard option may not be fully refunded), without undue delay and no later than 14 days from the day we are informed of your decision to cancel. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier. We refund using the same means of payment you used, unless you expressly agree otherwise, and you incur no fee as a result.

Condition of goods. You may examine the goods as you would in a shop. You are liable for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Exceptions. The cooling-off right does not apply in every case — for example, it may not apply to sealed goods not suitable for return for health or hygiene reasons once unsealed, or certain genuinely customised items. Where a legal exception applies to an item, we identify it clearly on the product page before you order.

4. Made-to-order items

Some items, including parts of the High Design Collection and other selected ranges, are made to order and manufactured only after a confirmed order is placed.

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.

These items are not personalised and are not made to your individual specification. Any cooling-off right that applies under the Consumer Contracts Regulations 2013 therefore continues to apply, unless a specific legal exception has been clearly identified before purchase.

Any deposit paid is refunded in full if you exercise your cooling-off right, in the same way as the rest of the price.

We will notify you by email, with a timestamped record of that notice, when production begins on your item.

Because production begins only after order confirmation, requests to cancel, defer or change a made-to-order item may not be possible as a commercial matter once production has begun. Where we agree to a change, cancellation or return outside your statutory rights, additional charges or conditions may apply. Those charges never apply to the exercise of a statutory right, and are never tied to how far into production we are — production having started does not, by itself, create a charge.

Each made-to-order product shows an estimated lead time range on its product page. If we are not going to meet the stated range, we will contact you, give you a revised date, and give you the option to cancel the order for a full refund, including any deposit paid.

For the most accurate lead time, refer to the product page or contact Customer Support before placing your order.

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

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

Under the Consumer Rights Act 2015, you may have rights to:

  • a full refund if goods are faulty, not as described or not fit for purpose within the first 30 days (the "short-term right to reject");
  • repair or replacement of faulty goods after 30 days, with no charge and within a reasonable time; and
  • a price reduction or refund (which may be full or partial depending on how long you have owned the goods) if repair or replacement is impossible, fails, is not provided within a reasonable time, or would cause significant inconvenience.

Made-to-order items are not an exception to these remedies. Because our made-to-order pieces are built to our own catalog specifications rather than yours, they carry the same fault-based rights as any other item — there is no reduced remedy for made-to-order goods.

Where required by law, these remedies are provided without charge to you, including any necessary shipping costs connected with the remedy.

Any timeframes mentioned in this policy do not limit your rights under the Consumer Rights Act 2015.

You do not need a Return Authorisation number to exercise your cooling-off right under section 3 or to report a fault under this section. The Return Authorisation process in section 6 is how we manage discretionary returns operationally — your legal rights do not depend on it.

6. Exchanges and discretionary (“change-of-mind”) returns

Outside your statutory rights (cooling-off, faulty-goods rights, misdescription, etc.), exchanges and discretionary change-of-mind returns may be accepted only with prior written approval from MAD Design Group UK Ltd.

If a discretionary return or exchange is approved:

  • a Return Authorisation (RA) number must be obtained before the goods are sent back;
  • goods must be returned using the method and instructions provided by us;
  • goods should be returned in their original packaging where reasonably possible; and
  • goods must be in an unopened, unused, uninstalled and resalable condition unless the return relates to a defect or delivery issue.

If original packaging is unavailable and replacement packaging is required, the reasonable cost of replacement packaging may be deducted from any credit or refund, where permitted by law.

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

Where a discretionary change-of-mind return is accepted outside your statutory rights, a restocking fee of up to 20% of invoice value may apply, reflecting the cost of receiving, inspecting and returning the item to resalable condition. This fee never applies where you are exercising your cooling-off right under section 3 or your rights under section 5 — it applies only to a return we have agreed to as a discretionary matter, outside any right you already have.

Return shipping on a discretionary return is charged at the same rate as your original delivery charge, shown and charged to you at checkout — never a figure we set after the fact.

No fee or restriction under this section applies where you are exercising a statutory right (including cooling-off or faulty-goods rights) that cannot lawfully be restricted.

7. Cancellations and order changes (outside statutory rights)

You may cancel or change an order for a standard, in-stock item at no charge at any time before it has been dispatched, by contacting us. Nothing has been produced or shipped at that point, so there is no cost for us to recover.

Made-to-order items are not covered by the paragraph above. Cancellation of a made-to-order item is governed by section 4, and no cancellation fee applies there either, regardless of how far production has progressed.

Except where you are exercising a right that cannot lawfully be excluded (such as the cooling-off right or rights in relation to faulty goods), cancellations, modifications and deferrals outside the terms above require our prior written consent, and additional fees or conditions may apply where procurement, fulfilment planning or special handling has already commenced. We will tell you what those are before you commit.

8. Final sale and outlet items

Items sold as Final Sale or through an Outlet may be excluded from discretionary exchanges, returns or refunds for change-of-mind reasons.

This does not affect your legal rights in relation to defective or faulty goods, damaged goods, incorrectly supplied or misdescribed goods, or any statutory cooling-off right that applies to distance (online) purchases.

We do not require you to accept store credit in place of a refund where a refund is legally required for faulty goods.

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 faulty, 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 the damage is caused by a defect existing at the time of handover, or UK law requires otherwise.

10. Third-party carriers chosen by the customer

If you choose to use your own carrier or freight provider, MAD Design Group UK Ltd is generally not responsible for damage, delay or loss caused by that carrier after the goods have been handed over, except where UK law provides otherwise.

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

11. International returns

For returns from outside the United Kingdom, return freight charges are generally not included unless required by law or agreed by us in writing. Where you are responsible for return shipping, international return shipments must be sent carriage-paid in accordance with the return instructions provided by us.

None of this applies where the return relates to a defect, non-conformity or delivery error — see section 5.

Nothing in this section limits any legal rights you may have under applicable consumer law in your country of residence where such law cannot be excluded.

12. Inspection and processing

Returned goods may be inspected before a refund, repair, replacement or exchange is approved.

Where a discretionary return or exchange is approved, credit or refund will generally be processed after an inspection period of up to 7 business days from receipt of the returned goods.

This inspection period does not affect any statutory rights you may have to timely remedies under UK consumer law, including timeframes for cooling-off and faulty-goods remedies.

13. Alternative dispute resolution

MAD Design Group UK Ltd does not currently commit to resolving disputes through any alternative dispute resolution (ADR) scheme. This does not affect your right to bring a claim before the competent courts, or any other right you have under applicable law.

14. 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.

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

15. Contact

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

MAD Design Group UK Ltd

Email:

Phone: 0333 444 0623

Registered office: 13b Market Place, Caistor, Market Rasen LN7 6TP. Company number: 11268559. VAT number: GB 296 0148 89

Returns: please contact Customer Support for a Return Authorisation number and return instructions before sending anything back