Refund policy

REFUND AND RETURN POLICY

At MaxyBrands, we want you to be satisfied with your purchase. This Refund and Return Policy explains how to request a return, cancel an order and receive a refund.

This policy does not affect your statutory rights under applicable consumer protection law.

1. YOUR RIGHT TO CANCEL

If you are a consumer in the United Kingdom or another jurisdiction where applicable law provides a cancellation right, you may generally cancel an online purchase within 14 days of receiving the goods, subject to applicable legal exceptions.

The cancellation period normally begins on the day you, or a person you have nominated, receives the goods. Where an order is delivered in multiple shipments, the applicable legal rules will determine when the cancellation period begins.

To exercise your cancellation right, contact MaxyBrands clearly in writing at:

Email: support@maxybrands.com

Please include your order number and the product details. You do not normally need to provide a reason for cancelling under a statutory cancellation right.

2. HOW TO REQUEST A RETURN

Please contact MaxyBrands before sending any product back. Do not send a return to an address without receiving our instructions.

MaxyBrands manages all customer return requests. We will review your request and, where applicable, coordinate with our fulfilment partner to obtain the correct return instructions and address.

Return addresses may vary depending on the warehouse from which the order was dispatched. Sending an item to the wrong address may delay the return or result in additional charges.

For eligible returns, products should be returned with their original tags, packaging and accessories where reasonably possible. You may handle an item as necessary to establish its nature, characteristics and functioning. You may be responsible for any reduction in value caused by handling beyond what is necessary, where permitted by law.

Our fulfilment partner requires approved returns to be received at its warehouse within 14 days after the return request is approved. We will provide the relevant instructions for your return.

3. RETURN SHIPPING COSTS

For returns due to a change of mind, sizing or other customer preference, the customer is generally responsible for the direct return shipping costs, where permitted by applicable law and where this cost information has been provided as required.

Our fulfilment partner requires these returns to be sent using a reliable tracked courier, such as UPS, DHL or FedEx. Returns sent through ordinary local postal services may not be accepted by the fulfilment partner.

For international returns, the customer may also need to pay applicable return customs charges. Please contact MaxyBrands before shipping so that we can provide the correct return address and instructions.

If an item is confirmed to have been defective or incorrectly dispatched by our fulfilment partner, we will coordinate the return process and applicable return shipping arrangements with the supplier.

Nothing in this section limits any rights you may have under applicable consumer law.

4. REFUNDS

MaxyBrands will process customer refunds in accordance with applicable consumer protection law.

Where required by law, a refund for a statutory cancellation will include the cost of standard delivery originally paid. If you selected a more expensive delivery option, we may only be required to refund the standard delivery cost.

Where legally permitted, we may withhold a refund until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

Refunds will normally be made using the original payment method, unless otherwise agreed with you.

Returned products supplied through our fulfilment partner may be subject to a quality inspection. We will keep you informed if further information is needed. Supplier inspection or processing times do not remove any statutory refund rights you may have against MaxyBrands.

5. FAULTY, DAMAGED OR INCORRECT PRODUCTS

If your product arrives faulty, damaged or different from what you ordered, please contact us at support@maxybrands.com as soon as possible.

Include your order number, a description of the problem and clear photographs where appropriate. Please do not return the product until we provide instructions.

We will investigate the issue and coordinate with our fulfilment partner where necessary.

Your statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming products are not affected by this policy. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.

6. PRODUCTS WITH LEGAL RETURN EXCEPTIONS

Certain products may be excluded from a statutory cancellation right where a specific legal exception applies. Examples may include personalised or customised goods and sealed goods that are not suitable for return for health or hygiene reasons once unsealed, where the relevant legal requirements are met.

Our fulfilment partner also states that products listed as Pre-Owned or Preloved are not eligible for returns or refunds under its own policy.

This supplier restriction does not remove any mandatory statutory rights you may have against MaxyBrands. Any applicable legal exception will be applied in accordance with the law.

7. SALE AND DISCOUNTED PRODUCTS

Sale and discounted products are subject to the same statutory consumer rights as full-price products. A discount or sale price does not remove your legal rights if a product is faulty, damaged, misdescribed or otherwise does not comply with applicable consumer law.

8. INTERNATIONAL RETURNS

Return procedures, delivery arrangements and customs requirements may vary according to the destination country.

Please contact MaxyBrands before returning an international order. We will provide the appropriate instructions and return address for the product.

Any mandatory consumer rights applicable to your purchase remain unaffected.

9. THIRD-PARTY FULFILMENT

MaxyBrands uses third-party fulfilment and logistics partners to process and ship some orders. Products may be dispatched from different warehouse locations, including locations outside the United Kingdom.

Customers must contact MaxyBrands directly regarding cancellations, returns, refunds or product issues. Please do not contact our fulfilment partners directly about a customer return; MaxyBrands will coordinate with them on your behalf.