Tell us what happened
Contact Maxibern with your order reference, product name or model, and a clear description of the issue. Include when you received the item and when the problem was noticed.
For visible damage or an incorrect item, clear photos of the product, packaging and label can help us understand the issue. Keep personal details out of photos where possible.
Keep the item and packaging safe
Keep the accessories, packaging and proof of purchase while the issue is being reviewed.
If an item appears unsafe or damaged, stop using it and contact us. Avoid attempting repairs before receiving guidance.
Wait for return instructions
Please contact us before sending or bringing an item back. We will confirm the relevant assessment steps and return arrangements.
Eligibility, return transport, any replacement and any refund depend on the issue and the applicable product and order terms. Do not assume a particular outcome before the assessment.
Cancellation and change requests
Contact us promptly with your order reference if you need to request a cancellation or change.
We will check the order’s progress and explain the available options. A request does not automatically cancel an order or confirm a refund.
Common questions
Can I return an item simply because I changed my mind?
Contact us before arranging a return. We need to check the applicable product and order terms; a change-of-mind return is not automatically confirmed.
How long does a refund take?
If a refund is approved, we will confirm the amount, method and expected processing time. Timing can vary with the payment method.