Refund policy

Overview

At Maxvella, we check every order before it ships, and we want you to be happy with what you receive. This policy explains which items can be returned, how to request a return or replacement, and how refunds work. By placing an order on our website, you agree to the terms below.

Return Window

You have 30 days from the date your order is delivered to request a return, replacement, or refund under the conditions below.

What We Accept

We accept return, replacement, or refund requests within 30 days of delivery if:

The item arrived damaged or defective.
You received the wrong item (different from what you ordered).
Your order was incomplete (an item is missing).
The item is significantly different from its description or photos on our website.

What We Cannot Accept

We do not accept returns or offer refunds for:

Change of mind after purchase.
Ordering the wrong size, color, or style. Please check the product details carefully before ordering, or contact us if you are unsure.
Items that were damaged, worn, or washed by the customer after delivery.
Requests made more than 30 days after delivery.
Items sent back without approval from our support team.

How to Request a Return or Replacement

Email us at support@maxvella.com within 30 days of delivery.
Include your order number, the item(s) affected, and a short description of the problem.
Attach clear photos of the item and packaging (and of the wrong item or label, if applicable).
Our team will reply within 2 business days with a decision and next steps.

If a return is required, we will send you instructions and the return address. Please do not send any item back before receiving our approval, because unapproved returns cannot be processed.

Return Shipping Costs

Because we only accept returns for damaged, defective, incorrect, incomplete, or significantly different items, return shipping is free. We will either send you a prepaid return label or, in some cases, issue a refund or replacement without requiring the item to be returned.

Refunds

Once your return is received and inspected, or once your request is approved without a return, we will email you to confirm your refund.
Approved refunds are issued to your original payment method.
You will receive your refund within 10 business days of approval.
Shipping on Maxvella orders is always free, so there are no shipping charges to deduct from your refund.

Replacements

If your item arrived damaged, defective, incorrect, or incomplete, you can choose a free replacement instead of a refund, subject to availability. If the replacement item is out of stock, we will issue a full refund. Replacements are shipped free of charge.

Order Cancellations

You can cancel your order for a full refund before it ships. Once an order has shipped, it can no longer be cancelled, and this Return and Refund Policy applies after delivery. To cancel, email us as soon as possible with your order number. For full details, see our Cancellation Policy.

Late or Missing Refunds

If you have not received an approved refund within 10 business days, please check with your bank or card provider first, since processing times vary. If you still have not received it, contact us at support@maxvella.com and we will help track it down.