RETURNS POLICY
Apart from special order items, you may return any new, unopened items within 30 days of delivery for a full refund minus the restocking fee and shipping costs. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.Special order items may not be returned under any circumstances. We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Under no circumstance will MAXLOAD reimburse shipping or freight charges that have been agreed to by the customer and/or billed to the customer, with the understanding that the shipment(s) originating from MAXLOAD will be shipped to the customer or another location on the customer's behalf.
It is the sole responsibility of the customer to verify that all shipments are sent to the desired destination. Failure to verify the accuracy of ones shipping address is not grounds for a refund.
In the event of a refused shipment, shipping costs will not be refunded. In the event that an international shipment is refused, the customer is responsible for all incurred costs. Costs may include, but are not limited to brokerage fees, importation duties and freight costs.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
You should expect to receive your refund within three weeks of return shipment. This time period includes the transit time for us to receive your return (5 to 15 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
MAXLOAD reserves the right to charge a restocking fee of 10% on all orders that are refunded or canceled. Items that are not stocked at our facility, or labeled as 'Ships from Supplier' may have different restocking fees. In some cases these may total up to 20%.
Return shipping costs on Rejected Requests (i.e. fully operational, undamaged items), will be billed to the customer.
To start a return, you can contact us at shop@maxloadstance.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Notes:
If your order is already in transit, and you wish to cancel it, we will assist you in contacting the international logistics company to intercept the order at the earliest opportunity. However, we cannot guarantee a 100% success rate in interception (for example, if your package is already on a plane or has reached its destination). Any logistics fees (including round-trip), customs duties, and other related costs incurred during the return process are the responsibility of the customer. These costs will be deducted from your refund after we receive the returned items.
If your order has arrived and has been damaged during transit, please take photos of the unopened package (the clearer, the better) and immediately contact your local logistics company to file a complaint. Additionally, send the photos and any other evidence you have to our customer service email. This will enable us to negotiate with the international logistics company (our logistics partners include DHL, FEDEX, UPS, etc.) for compensation for the damaged items during transportation. We will actively assist and coordinate in this process.
