Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. (this includes polybag, garment bag or any other packaging materials)
To start a return, please visit maxwellrose.com/a/returns
Please follow the instructions set out in the returns portal
You can always contact us for any return question at info@maxwellrose.com.
Return Shipping: Pre Approval and Approval
Once a return is requested, the portal may provide an instant approval for return shipping. In some cases the portal may request further information (reasoning, images etc.) for our team members to review before return shipping is approved for a request.
- Once return shipping is approved we will provide an RMA # and a Shipping Label. Please carefully package the goods and hand them off to the selected carrier to be shipped.
- There is a 7-day window from the date of return shipping approval to drop off to the carrier.
Approval to ship does not guarantee approval of a refund
Returns Cost
There are no return fees or restocking fees; however, we ask that you (buyer) cover the cost of shipping. This will be deducted from your refund once it is approved.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, this will be noted on the product page and during the purchasing process, please reach out to us if you're questioning whether a product is eligible for return/refund
Exchanges
At this time, products purchased are not eligible for exchanges. Please follow the outlined returns process, if your return is accepted and a refund is issued to your liking, please place a new order for the desired item(s). If something is needed urgently, please place a new order as soon as it is needed, however, this does not guarantee return and refund approval. We recommend following the returns process and receiving a refund first before making a new purchase.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@maxwellrose.com.