Returns for Online Orders
You can return online orders by post or by bringing your items to your nearest Max store within 30 days of placing your order.
In-Store Returns: If you’d like to return an in-store purchase, please refer to our In-Store Returns Process [here].
Online Returns: For returning your online order, our Online Returns Process can be found [here].
Returns Period
All online orders have a returns period of 30 days from the date of delivery.
All In-store purchases have a returns period of 30 days from the date of purchase stated on the receipt.
Returns Policy:
Full-price products and full-price promotional products are eligible for exchange refund or store credit.
Sale products can be returned for exchange, store credit or refund.
Outlet items on our website are returnable for a store credit or exchange only. These will be marked at the time of purchase.
Condition of Items
All returned items must be in their original, unwashed condition, with all labels and swing tags still attached.
Please be aware that items that have been worn, damaged, or altered cannot be exchanged or refunded. This includes any products that have been washed or had their tags removed.
For swimwear, it must be in new, unworn condition, with all garment tags and, where applicable, hygiene stickers still attached.
If you receive a faulty item, we will fulfil our obligations under the Consumer Guarantees Act, offering remedies such as repairs, refunds, exchanges, or store credits.
Please note that a non-refundable delivery charge of NZD 7.50 applies to all orders.
Refund Details:
- Original Payment Method: If you paid with a debit or credit card, the refund will be processed back to that card.
- Gift Cards: If you paid with a gift card, the refund will be credited back to that card. Be sure to keep your gift card/number safe for future use.
- Max Dollars: If you used any Max dollars on your order or in-store purchase these will be refunded back to your Max account.
- Max Coupons: All Max coupons are non-refundable. These will not get reinstated on your Max account.
Online Returns Process: Details can be found [here].
Frequency of Returns
To ensure fairness and sustainability, customers may return up to five items per month.
If we notice excessive return activity, we reserve the right to take appropriate measures, which may include:
- Limiting the number of returns you can make
- Removing you from our Loyalty Program and cancelling all points and rewards
- Refusing returns for customers who frequently violate our return policy
- Blocking future purchases if necessary
If your account is flagged for excessive returns, we will reach out to discuss the situation and explore possible solutions. For exceptional circumstances that require flexibility, please contact our customer service team to discuss a resolution.
Please note that Max reserves the right to decline returns if items are not in their original condition.