Refund policy

At Maxis Retail, we want you to shop with confidence. If you are not completely satisfied with your purchase, we are here to help.

This policy explains our 30 day returns policy, how to request a return, how refunds are processed and how your statutory rights apply.

30 Day Returns Policy

We offer a 30 day returns policy for eligible items.

You have 30 days from the date you receive your order to request a return. Where an order is delivered in multiple shipments, the 30 day period begins when you receive the final item from that order.

For change of mind returns under our voluntary 30 day returns policy, items should be:

unused and in the same condition as received
returned with all original tags, accessories and packaging
accompanied by proof of purchase or sufficient information for us to identify your order

Once your return request has been approved, we ask that you send the item back within 7 days using a tracked postal service.

The seven-day send-back request applies only to our voluntary returns policy. It does not shorten your statutory cancellation or return rights.

We recommend retaining your proof of postage until your return has been received and processed.

Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, this may affect the amount refunded where permitted by applicable law.

Nothing in this policy limits your statutory rights in relation to goods that are faulty, damaged, not as described or otherwise do not conform to your legal rights.

How to Request a Return

You can request a return by:

logging into your My Account area and selecting the relevant order
replying directly to your order confirmation email
emailing us at sales@maxisretail.com

Please provide your order details and the reason for your return so that we can assist you promptly.

Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Where we are able to cancel the order before dispatch, we will issue a full refund to your original payment method.

For further information, please see our Order Cancellations page.

Statutory Cancellation Rights for Online Purchases

For most goods purchased online by UK consumers, you generally have the right to cancel your contract without giving a reason within 14 days after the day on which you receive the goods, subject to certain legal exceptions.

Where an order contains multiple items delivered separately, the cancellation period may run from receipt of the final item, depending on the circumstances of the order.

If you exercise your statutory right to cancel, you must send the goods back without undue delay and no later than 14 days after the day you notify us of your cancellation. You do not need our approval to exercise this right.

Certain goods may be excluded from statutory cancellation rights, including some personalised or bespoke items and certain sealed goods where the seal has been broken, where an applicable legal exception applies.

Your statutory rights are separate from, and may apply in addition to, our voluntary 30 day returns policy.

Delivery Charges on Statutory Cancellation

When you cancel your whole order under your statutory cancellation rights, we will also refund any basic standard delivery charge you paid. If you selected a more expensive delivery service, we are only required to refund the cost of our least expensive standard delivery option. Where standard delivery was free, there is no standard delivery charge to reimburse.

Return Postage

If your item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where we are responsible for the issue, we will arrange or cover reasonable return costs as appropriate.

For change of mind returns, including statutory cancellations, you are responsible for return postage unless we agree otherwise. This does not apply where goods are faulty, damaged, incorrect or not as described; in those cases, we will arrange or cover reasonable return costs as appropriate.

We strongly recommend using a tracked delivery service and retaining proof of postage.

We cannot confirm receipt of a return until it has arrived at our returns address. If your parcel is delayed or appears to have been lost in transit, we will be happy to assist where reasonably possible with information that may help you work with the courier.

Returns Address

Maxis Retail Ltd
49A Newell Road
Hemel Hempstead
Hertfordshire
HP3 9PB
United Kingdom

Please include your order number or sufficient information for us to identify your order. We recommend retaining proof of postage.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If your item is damaged, faulty, incorrect or not as described, please contact us at sales@maxisretail.com with your order details and a description of the issue.

We will assess the matter and provide an appropriate remedy in accordance with your statutory rights and applicable consumer protection law.

Your legal rights may include a refund, repair or replacement depending on the circumstances, the nature of the issue and when it is reported.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, size or colour, you can return your original purchase in accordance with this policy and place a new order through our website.

European Union Orders

For eligible distance purchases delivered to consumers within the European Union, consumers generally have a statutory right to withdraw from the contract within 14 days without giving a reason, subject to applicable exceptions.

The withdrawal period generally runs for 14 days from the date on which you, or a third party nominated by you other than the carrier, receives the goods.

Where applicable, you should notify us of your decision to withdraw within the statutory withdrawal period and return the goods in accordance with the applicable requirements.

For change of mind returns, customers are generally responsible for return postage costs unless we have agreed otherwise or applicable law requires a different outcome.

Our voluntary 30 day returns policy may provide additional time to request an eligible return, but it does not limit any statutory rights that apply to your purchase.

Refunds

Once we receive your return, we will inspect it and notify you of the outcome.

Where a refund is approved under our voluntary returns policy, we aim to process it to your original payment method within 5 days.

For a statutory cancellation where you are returning the goods, we will refund you without undue delay and no later than 14 days after we receive the goods back or receive evidence that you have sent them back, whichever happens first. If we have offered to collect the goods, we will refund you without undue delay and no later than 14 days after you notify us of your cancellation.

Refunds will be made using your original payment method unless you expressly agree otherwise, without any refund processing fee.

Other statutory refunds will be processed within the applicable legal deadline.

Please note that your bank, card issuer or payment provider may require additional time to make the funds available in your account after we have processed the refund.

If you have not received an approved refund within 10 business days of our confirmation, please contact us at sales@maxisretail.com and we will investigate.

Contact Us

If you have any questions about a return, refund or cancellation, please contact us:

Email: sales@maxisretail.com
Telephone: +44 7825 702795
Customer service hours: Monday to Friday, 9:00am to 5:00pm

Business Information

Maxis Retail Ltd
Company number: 13491694
VAT number: GB431475409
Registered business address: 49A Newell Road, Hemel Hempstead, Hertfordshire, HP3 9PB, United Kingdom
Email: sales@maxisretail.com
Telephone: +44 7825 702795
Website: shopmaxis.com