Purchase Information
All the information you need to know about your purchase including delivery, return & exchange and warranty. For more information please refer to the Terms & Conditions of Sale or Contact Us.
Shipping Information
To ensure your order is processed without delay, please identify your shipping preference at the time of order along with any special delivery instructions. Products ship from London, United Kingdom.
Standard Delivery
Standard delivery provides ground delivery to the easiest access point on your property and does not include inside delivery, packaging removal, or assembly.
POA (Price on Application)
Some products require a manual quotation to be organised by our team. This will be indicated at the product page.
Delivery Times
We only work with selected freight companies to ensure a fast and reliable delivery.
- Zone 1: 5-10 business days
England / Wales - Zone 2: 10-15 business days
Scotland / Republic of Ireland / Northern Ireland / Isle of Man
Shipping Cost
- Zone 1: Free Shipping
England / Wales - Zone 2: £10/carton
Scotland / Republic of Ireland / Northern Ireland / Isle of Man
The final delivery cost will be calculated at the checkout based on location and product selection.
Extra Charges
Please make sure that the shipping address is correct. The delivery address must be an address within the United Kingdom and cannot be a PO Box or Freight Forwarding Location. Additional charges will apply if the delivery address is changed after the order has shipped, if a specific delivery date or time frame is requested, or if the delivery company is required to make multiple delivery attempts due to incorrect delivery instructions being provided or if no one is home at the time of delivery and authority to leave has not been provided.
Return & Exchange
As e-NRG is a flammable liquid and classified as a dangerous good we do not allow for any returns or exchanges for change of mind purchases.
We invest significant resources to safeguard our items during transit. We use only high quality, secure and sustainable packaging materials and ship exclusively via quality carriers to ensure our products arrive safely, despite the rigours of both Domestic and International transit.
Although we make every effort to ship our items safely, from time to time, both visible and concealed damage can occur during transit. In order to ensure a speedy and reasonable resolution to any issue you may experience, please review the following information.
On Receipt of your Delivery
Thoroughly inspect your delivery immediately upon receipt, and if possible, while the driver is present.
If any sign of damage is visible, clearly note “Package received damaged” on the receiving paperwork.
Compare the items received with your original order confirmation documents. If any items are missing, immediately report this to the driver and note it on the paperwork.
Should any damage, defects, missing parts, or issues either visible (to the packaging) or concealed (to the product inside the packaging) must be reported to MAD Design Group UK with all supporting documentation within 7 days of delivery. See “Reporting” below for how to report an issue.
If no report of damage, defects, missing parts or issues is received by MAD Design Group UK within 7 days of delivery, both the shipping company and MAD Design Group UK are released from any responsibility for damage, and all claims after this period of time will be denied. It is essential to inspect the package thoroughly.
Always retain the original packaging until you have determined that the product is satisfactory. If an exchange or return is necessary, this will help significantly speed up the process.
Reporting
In the rare occurrence that a product arrives damaged, with missing parts, with defects or another issue, please contact our Customer Support Team within 7 days of receipt of your delivery. After the 7 day period, the product cannot be reported as damaged, defective, missing parts and/or returned for exchange or refund due to the limitations imposed by the carriers shipping the products.
If your purchase was made through an authorised MAD Design Group UK reseller, all claims of any nature must first be reported to the reseller who will then liaise with MAD Design Group UK directly on your behalf to resolve your issue.
Information required when reporting an issue, includes:
- Order / Reference Number
- Item Name & description of the issue
- Date received by you
- Images documenting the issue
Customer Support Contact Information:
- Phone: 0333 444 0623
- Email: [email protected]
- Hours: Monday to Friday, 9am - 5pm BST
Final Sale Items
Items purchased from the Outlet or items noted as Final Sales Item are not eligible for exchange, return or refund, so please be sure you are fully informed as to the condition of the item you are purchasing.
e-NRG fuel is final sale and cannot be returned due to local safety regulations.
Processing an Exchange or Return
Our diligent Customer Support Team is fully trained on the many possible scenarios that may occur as it relates to shipping or product issues. Their primary goal is to support you through the process and to find a speedy resolution to the issue you’ve reported. Many diverse scenarios exist, so the solutions we provide are designed to meet your needs and to accommodate the requests of you or your customer. A full no cost exchange is not always guaranteed.
Your Customer Support Representative will walk you through the process for shipping the item(s) back and will enlist the support of our Shipping Department to ensure a speedy return takes place.
Credit notes, refunds or release of replacement items will be issued after the receipt and full inspection of the returned item. Inspection will be completed within 7 business days of receipt.
International
Although MAD Design Group UK fully supports our warranties; our return program does not include freight charges for returns outside the UK. If you have a return or exchange from outside the UK, international shipping charges must be prepaid.
Warranty
As e-NRG is a flammable liquid and classified as a dangerous good, it is not covered by our transferable limited warranty.