If you wish to return your order for a refund, please note that return shipping costs are the customer’s responsibility for all international orders, with the exception of Australian orders.
If you choose not to pay any customs duties, taxes, or other fees required to clear your order through your local customs authority, and the parcel is returned to us as a result, any unpaid charges incurred for the return of your parcel will be deducted from your refund once the order is received back at our warehouse.
Please note that customs duties, taxes, and import fees are determined by your local customs authority and are outside of Max’s control. These charges are not included in your order total at checkout.
Any customs fees applied to your order are the responsibility of the recipient and must be paid in order for the parcel to be delivered successfully.
Refused or Unpaid Customs Charges
If you choose not to pay customs duties, taxes, or other import-related fees, and your order is returned to us as a result:
- Any fees incurred to return the parcel to our warehouse will be deducted from your refund
- This includes return freight charges and any additional handling fees charged by the carrier or customs authority
Refunds will be processed once the returned parcel has been received and assessed by our warehouse team.
Return Shipping Costs
For international returns (excluding Australia), customers are responsible for all return shipping costs. We recommend using a tracked and insured postal service, as Max is not responsible for parcels lost in transit.
Please retain your tracking information until your return has been confirmed as received.
Refund Timeframes
Once your return has been received and approved:
- Refunds will be processed back to the original payment method
- Please allow additional time for your bank or payment provider to reflect the funds in your account
You will receive a confirmation email once your refund has been processed.
Need More Information?
If you have any questions or need assistance before returning your order, our Customer Services Team is here to help. Please email us at customer.services@max.co.nz or contact us here.