Returns & Refund Policy
Author: Cherie Weatherald Date Posted:12 October 2026
At Mad Zombie Collectables, we want you to be happy with your purchase. Please read the following policy carefully before requesting a return.
Change-of-Mind Returns
We may accept returns of most new, unopened and unused items within 14 days of purchase for in-store purchases, or 14 days from delivery for online purchases.
To be eligible for a change-of-mind return:
- The item must be unopened, unused and in its original condition.
- All original packaging, tags, labels, booklets, accessories and other included contents must be present and undamaged.
- Proof of purchase, such as your receipt or invoice, must be provided.
- A Return Merchandise Authorisation (RMA) must be obtained from Mad Zombie Collectables before returning the item.
Change-of-mind returns are subject to approval by Mad Zombie Collectables.
Change-of-Mind Refunds & Restocking Fee
Approved change-of-mind returns are subject to a 20% restocking fee and the remaining value will be issued as store credit.
Customers are responsible for all return shipping costs associated with a change-of-mind return.
Original shipping charges are not refundable for change-of-mind returns.
These conditions apply to change-of-mind returns only and do not limit your rights where goods are faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, incorrectly supplied or otherwise does not meet a consumer guarantee under Australian Consumer Law, please contact us as soon as possible.
Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include a repair, replacement or refund.
Where Mad Zombie Collectables is responsible for supplying an incorrect item, or where we are required to cover reasonable return costs under Australian Consumer Law, we will arrange or reimburse the applicable return shipping costs.
The 20% restocking fee does not apply to returns where you are entitled to a remedy under Australian Consumer Law.
Refund Method
Change-of-mind returns approved under our voluntary returns policy are issued as store credit, less the applicable 20% restocking fee.
Where you are legally entitled to a monetary refund under Australian Consumer Law, the refund will be processed using an appropriate refund method. We do not manually transfer refunds to alternative bank accounts simply upon request.
Non-Returnable Change-of-Mind Items
For hygiene, safety, collectability or product-integrity reasons, we do not accept change-of-mind returns on certain products, including:
- Food products
- Undergarments
- Opened electronics
- Opened blind boxes or mystery products
- Products containing downloadable or redeemable digital content once accessed or redeemed
- Items specifically identified as non-returnable on the product page
- Other products that cannot reasonably be resold as new once opened
This exclusion applies to change-of-mind returns only. Your rights under Australian Consumer Law continue to apply where applicable.
Pre-Orders & Speciality Orders
Pre-orders and specially ordered products are commitments to purchase and cannot be cancelled or refunded due to change of mind.
If Mad Zombie Collectables is unable to supply a pre-ordered product because it has been cancelled or discontinued by the manufacturer or supplier, we will provide a full refund for the affected item.
Please refer to our Pre-Order Policy for further information regarding pre-orders, estimated arrival dates and manufacturer delays.
How to Request a Return
Before returning an item, you must obtain a Return Merchandise Authorisation (RMA) from Mad Zombie Collectables.
To request an RMA, email:
Please provide:
- Your name and order or invoice number.
- The item or items you wish to return.
- The quantity being returned.
- The reason for the return.
- Photographs where the item is damaged or faulty, if applicable.
Once your return has been authorised, we will provide you with an RMA number and any applicable return instructions.
Returning Your Item
Unless otherwise instructed, authorised returns should be sent to:
Mad Zombie Collectables
RMA: [Your RMA Number]
Shop 32 Regent Arcade
101 Rundle Mall
Adelaide SA 5000
Please ensure your RMA number is clearly visible with your return.
Do not attach shipping labels directly to the manufacturer's original product packaging.
Returned products should be securely packed inside a suitable outer shipping box to prevent damage during transit.
Where you are responsible for return postage, we strongly recommend using a shipping service that includes tracking.
Return Assessment & Processing
Once your return has been received, we will inspect it and advise you of the outcome.
Please allow up to 14 days for an authorised return to be inspected and processed after it has been received by us.
If you have not received an update after this period, please contact us and provide your RMA number.
Gift Returns
We may accept eligible change-of-mind returns for items received as gifts, provided the item meets the conditions of this policy and we can verify the original purchase.
Please contact us with as much information about the original purchase as possible so we can locate the transaction.
Approved gift returns will generally be provided as store credit.
In-Store Returns
Yes, authorised products may be returned to our Adelaide store in person.
Please contact us beforehand to obtain an RMA number so that we can process your return correctly.
Questions?
For questions regarding returns, refunds or an RMA, please contact:
Email: enquiry@madzombie.com.au
Phone: 0403 129 918
Mad Zombie Collectables
Shop 32 Regent Arcade
101 Rundle Mall
Adelaide SA 5000
