Refund policy
At Maxylo.Store your satisfaction is our priority. If you’re not completely happy with your order, we offer a simple and transparent return and refund process to make things right.
1. Return Eligibility
1.1 How to Start a Return Returning an item is easy:
- You must submit your return request within 30 days of the delivery date.
- Requests made after this period will not be eligible.
- Once your return is approved, we’ll email you a return label (prepaid where possible).
1.2 Item Condition Requirements To qualify for a return:
- Items must be unused, unwashed, and in their original packaging, with all labels and tags intact.
- Products that are used, altered, damaged, or mishandled by the customer are not eligible for return.
1.3 Non-Returnable Products We cannot accept returns for:
- Personal hygiene-related products
- Items marked as Final Sale
- Customized or personalized orders
1.4 Return Shipping Costs All eligible returns are free of charge — you won’t pay for return shipping (UK mainland only).
2. Refund Timeline
Once we receive and inspect your returned item:
- A refund will be issued to your original payment method within 10 business days.
- You’ll receive a confirmation email once your refund has been successfully processed.
3. If Your Refund Is Delayed
If more than 10 business days have passed since we received your return:
- Check with your bank or credit card provider.
- Contact your payment service (e.g., PayPal, Stripe) for updates.
- If the issue persists, email us for assistance.
4. Damaged or Defective Orders
If your item arrives damaged or defective:
- Contact us within 48 hours of receiving your order.
- Please include photos of the damaged product and your order number in your email.
We’ll promptly arrange for a replacement, exchange, or full refund depending on your preference.
5. Exchange Policy
We’re happy to offer exchanges for eligible items. Simply reach out to our support team, and we’ll walk you through the exchange process step by step.
6. Contact Information
Business Name: Maxylo.Store
Address: Fifth Floor, Mariner House, 62 Prince Street, Bristol, England, BS1 4QD
Phone: +44 7735 390460
Email: support@maxylo.store
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (UK time)