Refund and Returns Policy
Last updated: 18 August 2026
This Refund and Returns Policy applies to purchases made from MaxwellBiz through maxwellbiz.co.uk.
MAXWELLBIZ LIMITED
Company Number: 15674020
Registered Office: 25 Shaxton Crescent, New Addington, Croydon, England, CR0 0NW
Email: info@maxwellbiz.co.uk
Nothing in this policy affects your statutory rights under UK consumer law.
1. Change-of-Mind Returns
For most products purchased online, you have the right to cancel your order without giving a reason.
You must notify us that you wish to cancel within 14 days after the day you receive the goods.
After notifying us, you normally have a further 14 days to return the goods.
To request a return, email:
Please include:
Your name
Order number
Product being returned
Reason for contacting us
Photographs where relevant
We will provide return instructions.
Please do not send a return to our registered office unless we have instructed you to do so.
2. Condition of Returned Products
You may inspect a product in the same way you reasonably would in a physical shop.
Products should be returned in suitable condition with any original packaging where reasonably possible.
We may make a lawful deduction from a refund where the value of an item has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning.
3. Return Shipping Costs
For a normal change-of-mind return, you are responsible for the direct cost of returning the product unless we agree otherwise.
If a product is faulty, damaged, incorrect or not as described, we will handle reasonable return costs where required by law.
Please contact us before returning an item.
4. Refunds
Once a return is received, or where applicable you provide sufficient evidence that it has been returned, we will process any refund due without undue delay and within the period required by law.
Where you exercise a statutory cancellation right for an entire order, your refund will include the basic standard delivery charge where required by law.
If you chose a delivery method that was more expensive than our standard delivery option, the additional delivery cost does not have to be refunded.
Refunds are normally made using the original payment method unless otherwise agreed.
The time taken for funds to appear in your account after we issue a refund may depend on your bank or payment provider.
5. Personalised and Custom-Made Products
The statutory change-of-mind cancellation right does not normally apply to goods that are:
Made to your individual specifications; or
Clearly personalised for you.
This exception will only be applied where the product meets the relevant legal requirements for personalised or custom-made goods.
This does not affect your rights if a personalised or custom-made item is faulty, damaged, incorrect or not as described.
6. Hygiene-Sealed Products
Certain sealed products that are not suitable for return for health protection or hygiene reasons may lose their change-of-mind return right once the seal has been broken.
This may apply to relevant underwear or similar hygiene-sensitive products where the legal conditions for the exception are met.
Your statutory rights regarding faulty or misdescribed goods remain unaffected.
7. Faulty, Damaged or Incorrect Products
If your order arrives:
Faulty
Damaged
Incorrect
Not as described
Not of satisfactory quality
Not fit for its intended purpose
please contact us as soon as possible at:
Please provide your order number and photographs where appropriate.
Depending on the circumstances and your statutory rights, remedies may include:
Repair
Replacement
Price reduction
Refund
8. Incorrect Size or Product Ordered by the Customer
Please check product descriptions and size information carefully before ordering.
Where a standard non-personalised product qualifies for the statutory online cancellation right, that right is not removed merely because you selected the wrong size.
Where a product is genuinely made to your individual specifications or clearly personalised, the personalised-goods exception described above may apply.
9. Sale and Promotional Products
Purchasing an item in a sale or promotion does not remove any statutory consumer rights that apply to that purchase.
10. Exchanges
Where possible, we may offer an exchange.
Depending on the circumstances, it may be quicker to return an eligible product for a refund and place a new order.
Please contact us before sending anything back.
11. Order Cancellation Before Production or Dispatch
If you want to cancel or change an order before it has been dispatched, contact us as quickly as possible:
We will try to accommodate your request.
If production or fulfilment has already started for a genuinely personalised or custom-made product, cancellation rights may be restricted in accordance with applicable law.
12. Cancellation Form
You may cancel by simply emailing us, but you may also use the following form:
To: MAXWELLBIZ LIMITED
Email: info@maxwellbiz.co.uk
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature is required only if this form is submitted on paper.
13. Contact
For returns, refunds, cancellations or problems with an order:
MAXWELLBIZ LIMITED
Company Number: 15674020
Email: info@maxwellbiz.co.uk