Refund & Exchange Policy

Last updated: 29 April 2026

We want you to love your Maido Customs gear. If something is not right, please contact us and we will do our best to help with a fair and practical solution.

1. Returns & Exchanges

You may request a return or exchange within 30 days of receiving your item. All return and exchange requests are subject to approval after we review the item, order details, product type, condition and reason for the request.

Please contact Maido Customs before sending anything back. Items returned without approval may be refused, delayed or returned to you at your cost.

For approved change-of-mind returns or exchanges, return shipping costs are the buyer’s responsibility. Original shipping charges may not be refundable unless required by law.

2. How to Request a Return or Exchange

To request a return, refund or exchange, please email us with:

• your order number;
• your full name and contact details;
• the item you want to return or exchange;
• the reason for your request;
• clear photos or videos of the item and packaging, where relevant.

We will review your request and advise the next steps. Please do not send any item back until we have provided return instructions.

3. Manufacturing Defects, Faults or Incorrect Items

If your item appears to have a manufacturing defect, factory fault, damage on arrival, missing part, or is not the item you ordered, please contact us as soon as possible, preferably within 7 days of delivery.

Please include your order number and clear photos or videos showing the product, packaging and issue. This helps us assess the matter quickly and, where needed, raise the issue with our supplier, manufacturer or courier.

If the item is assessed as defective, incorrect or otherwise not compliant with a consumer guarantee, we will assist with a suitable remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement, refund, store credit or exchange.

If a replacement is available and suitable, we may provide a replacement. If a replacement is unavailable, we will offer an appropriate alternative remedy, which may include store credit, a refund or an exchange, depending on the circumstances and your rights under the Australian Consumer Law.

Please do not install, paint, modify, drill, bond, cut or use a product that you believe is faulty, damaged or incorrect before contacting us, as this may make the issue harder to assess.

4. Change of Mind Returns

Change-of-mind returns may be approved at our discretion, provided the item is:

• unused, uninstalled, unpainted and unmodified;
• in original condition;
• returned with original packaging, accessories, instructions, hardware and promotional items, where applicable;
• not damaged, scratched, marked, tampered with, altered or incomplete.

When change-of-mind returns may not be accepted

We may refuse a change-of-mind return or exchange if:

• the item has been used, installed, painted, modified, drilled, bonded, cut or fitted;
• the item has been damaged, scratched, marked, tampered with or returned incomplete;
• the item has previously been returned or exchanged, unless the request relates to a defect or consumer guarantee issue;
• the item was purchased during a promotion, clearance sale or special offer where return exclusions were clearly stated;
• the item is custom-made, special-order, made-to-order, personalised, painted, carbon fibre or pre-order stock, unless we agree otherwise or the law requires a remedy.

5. Packaging Requirements

All approved returns should include the original packaging, accessories, instructions, hardware, labels and any promotional items supplied with the order.

If packaging or included items are missing, damaged or incomplete, Maido Customs may reject the change-of-mind return or reduce the refund amount to reflect the missing or damaged components, where permitted by law.

This packaging requirement does not limit your rights under the Australian Consumer Law where the product fails to meet a consumer guarantee.

6. Exchanges

Approved exchanges are subject to product availability. If the requested replacement item is unavailable, we may offer an alternative item, store credit, refund or another suitable solution depending on the circumstances.

If the exchange item is more expensive than the original item, you may need to pay the difference before the replacement is dispatched. If the exchange item is cheaper, we will advise the available options.

Shipping charges may apply for sending exchange items, unless the exchange is required because of a confirmed fault, incorrect item or other consumer guarantee issue.

7. Refunds

Approved refunds will usually be processed back to the original payment method where possible. Processing times may vary depending on your bank, card provider, payment gateway or finance provider.

For approved change-of-mind returns, original shipping charges and return shipping costs may not be refundable unless required by law.

Refunds may be reduced if an item is returned missing accessories, packaging, hardware or promotional items, or if the item has been handled in a way that reduces its value, where permitted by law.

8. Custom-Made, Special-Order and Pre-Order Items

Custom-made, special-order, made-to-order, personalised, painted, carbon fibre and pre-order products are generally not eligible for change-of-mind returns once production, ordering, supplier processing or fulfilment has commenced.

This does not affect your rights if the item is faulty, not as described, not fit for purpose, or otherwise fails to meet a consumer guarantee.

9. Pre-Order Cancellations

Pre-order delivery dates are estimates only and may change due to production delays, supplier delays, freight delays, customs processing, public holidays, courier issues or circumstances outside our control.

If a pre-order is delayed by more than two months from the expected delivery date we provided, you may request a full refund of amounts paid for that pre-order item.

If you agree to a revised delivery date, the two-month delay window resets from the revised delivery date.

If you cancel a pre-order before the applicable refund window becomes available, or after accepting a revised delivery date and before the new two-month delay window has passed, a 20% cancellation fee may apply to orders paid in full, where permitted by law.

Deposits paid to secure pre-orders are generally non-refundable if you choose to cancel, unless Maido Customs cannot supply the item, we cancel the order, or you are entitled to a refund under the Australian Consumer Law or other applicable law.

10. Return Shipping

For change-of-mind returns or exchanges that we approve, the buyer is responsible for return postage costs and for packing the item safely for return transit.

For approved faulty, damaged or incorrect-item claims, we will advise the next steps. Where required by law, we will assist with reasonable return shipping arrangements or reimbursement.

If an item is returned to us and no fault, defect or order error is found, return shipping and re-delivery costs may be the customer’s responsibility, where permitted by law.

11. Contact Us

For refund, return or exchange requests, please contact:

Maido Customs
Email: support@maidocustoms.com
Website: www.maidocustoms.com