Refund policy
We want you to purchase with confidence. If there is a problem with your order, please contact us first so that we can help determine the most appropriate solution.
1. Return Period and Conditions
Under our voluntary return policy, requests to return or exchange eligible non-defective products must be submitted within 7 calendar days of delivery. The conditions below apply to voluntary returns; the specific consumer-law exceptions at the end of this policy take priority where applicable.
To qualify for a voluntary non-defective return or exchange, the product must:
· Remain in unopened original product packaging, with any original product seals intact;
· Be unused, uninstalled, unsoldered, unmodified and free from damage or wear;
· Be in its original, resalable condition;
· Include all original packaging, accessories, manuals and components; and
· Be accompanied by valid proof of purchase.
Products with opened product packaging or showing signs of installation, operation, soldering, modification, damage or other use that affects their resale condition are not eligible under our voluntary return policy. Opening only the outer shipping carton does not count as opening the product packaging.
For complete aircraft or other ready-to-operate vehicles, non-defective returns or exchanges will not be accepted once the product has been flown or operated.
2. Return Authorization
Before returning any product, please contact MAXYOND support to request return authorization and shipping instructions.
Do not send products back without prior authorization.
Unauthorized voluntary returns may be delayed or rejected. Customer service will provide the appropriate return address; do not return products to the outbound parcel's sender address without confirmation. Authorization allows a return for inspection and does not guarantee approval of a refund.
3. Defective or Damaged Products
If you receive a product that is defective, damaged during transportation or different from what you ordered, please contact us as soon as possible and provide your order number together with photos or videos showing the issue.
We will evaluate the case and provide an appropriate solution, which may include replacement, repair, replacement parts or refund.
For technical products, reasonable troubleshooting or inspection may be required before a product is confirmed as defective. Where the choice of remedy is ours, we may offer repair, replacement parts or replacement before a refund.
Damage caused by misuse, incorrect installation or wiring, incompatible components, operation outside published specifications or unauthorized modification is not a manufacturing defect. Such damage does not, however, remove rights relating to an unrelated defect.
For confirmed defects, transit damage or incorrect goods, we will arrange necessary return transport or reimburse reasonable return costs as required by applicable law. Contact us first to agree on the shipping method. Unnecessary premium shipping or unrelated expenses are not automatically reimbursed.
4. Non-Defective Returns
For eligible non-defective returns requested by the customer:
· Return shipping costs are the responsibility of the customer.
· Original shipping charges are non-refundable.
· The product must meet the return-condition requirements described above.
· Return-related customs duties, taxes and brokerage fees are the customer's responsibility only where disclosed, applicable and legally chargeable. This does not apply to costs we must bear for a defect, our error or a statutory remedy.
5. Non-Returnable Products
The following products are generally excluded from our voluntary non-defective return policy. Faults, transit damage, incorrect goods and applicable statutory cancellation rights are handled separately:
· Customized, OEM or ODM products
· Made-to-order products
· Products manufactured or modified according to customer specifications
· Products with opened product packaging or that have been installed, used, soldered, modified or damaged
· Products missing original accessories or packaging
· Clearance or final-sale products where clearly marked as non-returnable
· Consumable or wear items after use
6. Refund Inspection
All returned products will be inspected after arrival.
If the return is approved, the refund will be issued to the original payment method.
If a voluntary return is opened, damaged, incomplete, used, modified or otherwise fails the stated conditions, MAXYOND may reject it or offer an adjusted refund with an explanation. For statutory withdrawals, any deduction must reflect a legally recoverable loss of value, rather than an arbitrary penalty.
We will notify you after the inspection has been completed.
7. Refund Processing
Approved refunds are normally processed within 5–10 business days after the returned product has been received and inspected.
After MAXYOND issues the refund, additional processing time may be required by your bank, credit card company or payment provider.
8. Exchanges
If an eligible product is confirmed to be defective or damaged, MAXYOND may offer a replacement instead of a refund.
For exchanges requested for reasons unrelated to product defects, customers are responsible for applicable return and reshipping costs.
9. Order Cancellation
Orders may be canceled before shipment by contacting MAXYOND as soon as possible.
Once an order has been shipped or handed over to the carrier, cancellation may no longer be possible. The order will then be handled according to the applicable return terms after delivery.
Cancellation of customized, OEM, ODM or made-to-order products after production starts is subject to the terms agreed before purchase and the consumer-law exceptions below.
If a battery-containing order requires additional shipping payment, we will contact you before dispatch. If you decline the surcharge before dispatch, you may cancel for a full refund, including the original shipping payment.
10. International Returns
Customers are responsible for ensuring that returned international shipments comply with applicable customs and shipping requirements.
Please follow the return instructions provided by MAXYOND carefully. Incorrect customs declarations or unauthorized shipping methods may result in additional charges, delays or failed delivery. Pack returns securely and retain proof of dispatch. Do not use freight-collect services without our agreement. For batteries or battery-containing products, contact us before shipment to obtain suitable transport instructions.
11. B2B and Bulk Orders
Returns and refunds for bulk orders, customized orders, OEM/ODM projects and other B2B transactions may be subject to separately agreed commercial terms.
Where a quotation, purchase agreement or written contract specifies different return or refund terms, those terms will take precedence over this standard policy, without excluding mandatory protections that apply to the transaction.
12. Contact Us
To request a return, refund or exchange, please contact:
MAXYOND Support
Email: support@maxyond.com
Please include your order number, product model and reason for the request.
Applicable Consumer-Law Exceptions
This policy does not restrict mandatory rights applicable to your purchase. The 7-day limit, unopened-packaging condition and voluntary return exclusions do not limit claims for faulty or incorrectly supplied goods under those rights. Our authorization procedure does not invalidate a timely statutory cancellation notice or claim. Mandatory remedy choices and refund deadlines take priority.
For eligible EU/UK consumer purchases covered by statutory withdrawal rules, notify us within 14 calendar days after receipt, or receipt of the last item for a single order delivered separately, and send the goods back within 14 calendar days of notification. Email a clear cancellation statement to support@maxyond.com; the optional form below may be used. Approval is not required for a valid statutory withdrawal. Necessary inspection, including opening packaging, does not by itself remove this right. Handling beyond what is necessary to establish the goods' nature, characteristics and functioning may justify a deduction for diminished value.
For withdrawal from a whole order, we refund the goods and the least expensive standard outbound delivery offered, excluding premium delivery upgrades. Refunds are due within 14 calendar days of notice; where permitted, we may withhold payment until receipt of the goods or evidence of return, whichever is earlier. Customers bear direct change-of-mind return shipping costs where properly disclosed before purchase. Returns may require shipment to China.
Genuinely personalized goods or goods made to individual specifications may be exempt from statutory withdrawal. A standard product is not automatically exempt merely because it is made after ordering, labeled OEM/ODM, discounted or marked final sale.
Optional Withdrawal Notice
To: Dongguan Maxyond Technology Co., Ltd., support@maxyond.com
Correspondence address: Room 277, No. 1 Junda Middle Road, Dongkeng Town, Dongguan City, Guangdong Province, 523441, P.R. China.
Contact customer service for the product return address.
I/We notify you that I/we withdraw from the contract for the following goods:
Goods / order number:
Ordered on / received on:
Customer name and address:
Date:
Signature (only for a paper notice):