Return & Refund Policy

1. Our commitment

At Maximus EU, your satisfaction is our priority. This Return & Refund Policy is fully compliant with European Union consumer protection law, including Directive 2011/83/EU on consumer rights and Directive 1999/44/EC on the sale of consumer goods. As a consumer based in the EU or EEA, you have statutory rights that this policy does not limit in any way.

2. Right of withdrawal (14-day cooling-off period)

In accordance with Article 9 of Directive 2011/83/EU, you have the right to withdraw from your purchase without giving any reason within 14 calendar days of the date on which you, or a third party nominated by you, physically receives the goods.

To exercise your right of withdrawal, you must inform us of your decision by sending a clear written statement to support@maximuseu.com before the 14-day period expires. You may use the following wording:

Once you have notified us, you have a further 14 days to return the item(s) to us. We will acknowledge your withdrawal request by email within 2 business days.

3. Conditions for return

To be eligible for a return under the right of withdrawal, items must meet the following conditions:

• The item must be unused, unworn, and in the same condition as received
• All original tags, labels, and accessories must be intact and attached
• The item must be returned in its original packaging, or equivalent protective packaging
• A proof of purchase (order number or confirmation email) must be included

Please note that under Article 14 of Directive 2011/83/EU, you are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. This means you may try and inspect the product as you would in a physical store, but excessive use may affect your refund amount.

4. Exemptions — items that cannot be returned

The following items are exempt from the right of withdrawal under Article 16 of Directive 2011/83/EU:

• Goods that have been clearly personalised or custom-made to your specifications
• Sealed goods that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons (e.g. certain personal care items)
• Goods that have been inseparably mixed with other items after delivery
• Perishable goods or goods with a short expiry date

5. Defective, damaged or incorrect items

If you receive an item that is defective, damaged in transit, or materially different from what was described on our website, you are entitled to a remedy under the EU legal guarantee of conformity (Directive 1999/44/EC, updated by Directive 2019/771/EU). This is separate from and in addition to the 14-day right of withdrawal.

In such cases, you have the right to:

• A free repair or replacement of the item, or
• A partial or full refund, depending on the severity of the defect

Please contact us at support@maximuseu.com within 30 days of receiving the item, providing your order number and clear photographs of the defect or damage. You will not be required to return the item at your own expense in cases of confirmed defect or incorrect fulfilment.

6. How to initiate a return

To initiate any return, please follow these steps:

• Step 1: Email us at support@maximuseu.com with your order number, the reason for return, and photos if applicable
• Step 2: Our team will review your request and respond within 2 business days with return instructions and, where applicable, a return address
• Step 3: Pack the item securely and ship it using a tracked postal service. Keep your proof of postage until the refund is confirmed
• Step 4: Once received and inspected, we will process your refund within the timeframe set out in Section 8

7. Return shipping costs

Where you are responsible for return shipping, we recommend using a tracked and insured service. Maximus EU cannot be held responsible for items lost or damaged in return transit when shipped by the customer.

8. Refund processing

Once we have received and inspected the returned item, we will notify you by email of the outcome. If approved, your refund will be processed as follows:

• Refunds are issued to the original payment method used at checkout
• Shopify Payments refunds are processed within 5–10 business days, depending on your bank or card issuer
• In cases of defective or incorrect items where a return is not required, refunds are processed within 3–5 business days of approval

Under Article 13 of Directive 2011/83/EU, we are required to reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive your withdrawal notice (provided we have received the returned goods or proof of return by that date).

9. Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour, or product, please return the original item under the conditions set out above and place a new order separately. This ensures the fastest possible resolution for you.

10. Dispute resolution

We are committed to resolving any issues fairly and promptly. If you are not satisfied with our response, you have the right to seek redress through alternative dispute resolution (ADR) mechanisms available in your country, or through the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. You also retain the right to pursue legal remedies through the courts of your country of residence.

11. Contact

For all return and refund enquiries, please reach our customer support team:

Email: support@maximuseu.com
Response time: Within 1–2 business days, Monday to Friday.