Refunds are available at Pure Maxx. If something goes wrong with your order, we will make it right. Depending on the situation and on what you prefer, we will either refund you or send a replacement, and we will agree the outcome with you before we act on it. The purpose of this policy is to set out plainly what you are entitled to and how to ask for it.
Replacements are always available. If your order arrives damaged, incomplete, incorrect, or in a condition that makes the material unusable for its intended research purpose, we will replace it. Send us your order ID and a short description of the problem, along with photographs of the parcel and its contents where the issue is visible, and we will arrange a replacement shipment. If you would rather have your money back than a replacement, tell us and we will refund you instead — provided the order has not yet been marked received.
Once an order has been marked received — by you, or automatically 14 days after shipping — refunds are no longer available for it. From that point the remedy is a replacement: if something is genuinely wrong with what arrived, we will replace it. Confirming receipt is the moment the sale closes: your cashback for the order is released on it, and the refund window closes with it. If there is a problem with the parcel, raise it before confirming — or contact us about a replacement after. Customs seizures are the exception: a seized parcel never actually reached you, so the customs promise below stands in full even if the order was marked received automatically in the meantime.
If your parcel is seized or destroyed by customs, you are fully covered. In every case of customs seizure we will either refund the order in full or reship it at our own cost, whichever you prefer. You will never be left out of pocket for a parcel that customs takes. This applies regardless of the destination, the value of the order, or the reason customs gives for the seizure, and it includes what you paid for shipping.
To make a claim, contact our support team with your order ID and a description of what happened. Where relevant, please include photographs or any notice you received from the courier or from customs, as this helps us resolve the claim quickly. Pre-orders and deposits paid toward incoming stock are covered by this same policy. If a pre-ordered item cannot be supplied, you may take a refund of what you have paid or wait for the next production run, as you prefer.
Refunds are returned to the original payment method wherever possible, or to a bank account you nominate if the original method cannot receive the funds. We aim to process approved refunds promptly once the claim is agreed; the time it takes for the money to reach you after that depends on your bank. Store credit issued as cashback or through a voucher is refunded as store credit rather than as cash.
Shipping and handling fees cover premium insulated packaging, facility processing, administrative logistics support, and standard courier transit. Where we refund an order because of a customs seizure, a delivery failure, or a fault on our side, the shipping fee is refunded with it, and any replacement we send is shipped at no further cost to you. If you have a question about this policy or about a claim in progress, please contact our support team and we will help.
Compliance Department · Pure Maxx