Warranty, Returns & Pre-Order Policy

Last updated: 29 April 2026

We want you to be confident with your Maido Customs gear. If something is not right, please contact us and we will help assess the issue as quickly and fairly as possible.

1. Returns & Exchanges

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

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

How to request a return or exchange

Please email us with:

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

2. 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.

3. 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 and promotional items, where applicable;
• not damaged, marked, scratched, tampered with or altered in any way.

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

When change of mind returns may not be accepted

We may refuse a change of mind return 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 or clearance sale 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.

4. 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 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.

5. Return Shipping

For change of mind returns or exchanges, the buyer is responsible for return shipping costs and ensuring the item is packed safely for return transit.

For approved faulty, damaged or incorrect item claims, we will advise the next steps. Where the claim is confirmed and the law requires it, 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.

6. 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.

7. Custom-Made and Special-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.

8. Contact Us

For warranty, return, exchange or pre-order cancellation requests, please contact:

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