Easy Online Returns
Pack
Pack the item(s) securely in the original product packaging. Include all paperwork, parts, and accessories.
Ship
Send us the return package. The return package can be sent using the carrier of your choice.
Create a Return
Contact us at eric@maddockindustries.com or call (773) 486-1000.
Return Shipping
If you have ordered the wrong product or no longer want a product you ordered, you will be responsible for the return shipping cost. Returns created because we mistakenly shipped you the wrong item and/or the item is damaged or defected, qualify for free return shipping up to 90 days after the item was received.
Return Policy For:
Non-Returnable Items
A small number of items that we sell are labeled as “Non-Returnable”. These special order items are not eligible for our standard return policy described on this page. We do not accept returns or cancellations on these items once the order is placed. However, the manufacturer’s warranty still applies to these items. If you require assistance with a Non-Returnable Item, please contact us.
Ordered the Wrong Products
Please contact us to set up the return for you. If you have ordered the wrong product or no longer want a product you ordered, you will be responsible for the return shipping cost. The products must be returned in new and unused condition in the original packaging. The customer is responsible for all shipping charges associated with the return or exchange. There will be a 25% restocking fee on returned products. We don’t offer exchanges but we would be happy to assist you in locating the correct item if you did make an incorrect purchase, if you need assistance please contact us.
Received Defective Products
Maddock must be notified of defective products within 30 days of receipt. Please contact us to set up the return for you. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your new items after we receive your return. Maddock will pay the shipping cost associated with the replacement.
Received a Damaged Package
If you receive damaged items, you must notify Maddock within 5 days of receipt. Please contact us to set up the return for you. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All returned products must be unused and in the original packaging.
Received Incorrect Products (Not What You Ordered)
It is rare that Maddock sends out the wrong products, as we double check every order. However, if you receive an incorrect product, you must notify Maddock within 5 days of delivery. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All products must be returned in new and unused condition in the original packaging.
Freight Packages — Please Inspect Upon Delivery
Please inspect all freight packages carefully before signing for them. If a package looks damaged in any way as a result of the shipping process, please do not sign for it. Refuse delivery and contact us immediately with a description of the damage. We will contact the freight company and begin a claim so that we can send a new product to you right away. If you are unsure whether the shipment looks damaged or not, please inspect it further and open it in front of the driver before signing that it has been received. It is your right as a customer to 15 minutes of the driver’s time in order to fully inspect any freight packages. In the event that you notice concealed damages after the driver has left, you must notify Maddock within 24 hours of receipt.
Replacing Items Under Manufacturer Warranty
Maddock honors all manufacturer warranties for our products. In the event that there is no warranty offered by the manufacturer, Maddock offers a 1 year warranty on all non-disposable items. Disposable items include but are not limited to materials that are meant to be replaced, such as media air filters and water system replacement cartridges. If you are experiencing an issue with a product purchased through Maddock that is still covered by a valid manufacturer’s warranty, please contact us. Maddock will advise you of the next steps for getting your replacement as fast as possible. In some cases this will require you to troubleshoot the issue with the manufacturer directly to obtain a case or claim number. Because of the nature of warranty claims, this process can sometimes take several business days. We will do everything we can to minimize the wait and resolve your issue.
In many cases, larger items that are malfunctioning will not be eligible for a whole unit exchange. Warranty policies for such items typically cover parts only and labor costs are rarely covered. Most manufacturer warranties will allow for replacement only. Items are generally not eligible to return for credit. Customers are responsible for the shipping costs to send the warranty item back to us and Maddock will pay the shipping costs to send out the replacement.
Item(s) must be used in appropriate applications, and replacement parts must be the correct listed replacement suggested by the manufacturer in order to be eligible for warranty coverage. Maddock reserves the right to limit the quantity of replacements issued under warranty if not specified under the Manufacturer warranty policy.
All Other Returns
All returns that don’t fit into one of these categories are eligible for return within 1 year of receipt of the product. There will be a 25% restocking fee on returned products. Please contact us to set up the return for you. All items must be returned in their original packaging.
Return Procedure
- Please contact us to set up the return for you.
- Pack the item(s) securely in the original product packaging.
- Include all paperwork, parts, and accessories.
- All returned items must be brand new, unused and in their original packaging.
- Do not write on or place shipping labels directly on manufacturer packaging.
- Returned items will be inspected upon arrival.
- Send the return package to: 601A Country Club Drive, Bensenville, IL 60106
- The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status.
- You can expect a refund in the same form of payment originally used for the purchase within 4–5 business days of our receipt of the returned items.
Changing Your Order Before It Has Shipped
We are able to make changes to orders that have not yet been shipped if you contact us immediately after placing the order; please be prepared with your order number. At Maddock, we work hard to ship orders as quickly as possible, and your order could ship within a few hours of being placed. Unfortunately, we are unable to make any changes to an order once it has left our warehouse.
Cancellations
Orders can be cancelled by contacting us. The customer is responsible for the initial shipping charges for the order and the shipping charges associated with the return.
