Return and Refund
Eligibility: To initiate a return or exchange, please contact us at support@maxfree.com within 30 days from the delivery date. Requests made after this period will not be honored. Kindly ensure that you contact us by email first if you wish to proceed with a return and refund.
Return Address: Please ship the item to the following address: 9059 HERMOSA AVENUE, RANCHO CUCAMONGA, CA, 91730 (Please contact MAXFREE customer service for a shipping label before returning the goods and tell the reason why you would like to return it.)
Return & Exchange Conditions
Authorization: Items returned without authorization will not be accepted.
Timely Returns: Items must be returned within 30 days from the delivery date.
Condition: All items must be in the same condition as when you received them, unworn or unused, with tags, and in their original packaging. You must also provide the receipt or proof of purchase.
Tracking Information: When returning or exchanging items, customers must provide tracking information after sending them out for us to check the tracking status.
Non-returnable Items
Sale Items: On sale items are non-refundable.
Customer-caused Damage/Loss: Any damage or loss caused by customers is non-refundable.
General Return Process
Initiate a return: Email us at support@maxfree.com with photos and/or videos of the items and provide your order number. Our customer service staff will assess the eligibility of your return request within 3 business days.
Ship the item back: If your return is accepted, we will send you the return address and instructions on how and where to send your package. Note that items returned without authorization will not be accepted. We recommend using a shipping method that provides tracking information and requires a signature, as we will not be responsible for lost returns.
Refund or exchange: Upon receiving your return/exchange, we will inspect the item within 3-5 working days and provide a replacement or arrange a refund accordingly.
Return Charges
Our Problems: If the return is due to our error (e.g., incorrect products, product quality issues, etc.), we will provide a full refund.
Buyer's Problems: If the return is due to the buyer's preference (e.g., not liking the item, ordering the wrong product/size), the buyer is responsible for the freight charges, amounting to US$45.
Restocking Fee: No restocking fee will be charged for the return of a product.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed back to the original payment account within 2-3 business days. If you have not received the refund within this timeframe, please check your bank account and contact your bank or credit card company if needed. Sometimes, it may take additional time for a refund to be officially posted. If you have completed these steps and still have not received your refund, please reach out to us at support@maxfree.com.
Order Cancellations
If you wish to cancel your order, please contact our Customer Service Team at support@maxfree.com. We can cancel the order and provide a full refund as long as the product has not been shipped out. Unfortunately, orders cannot be canceled once the parcel has been shipped.
Email: support@maxfree.com.