HOW TO START YOUR RETURN

Please email us at: support@maxxiestore.com or fill in below form

  • Providing your order number

  • Details on item wishing to return i.e Maxxie lead

  • Reason: faulty, change size etc

  • Desired outcome: replacement, different size/ colour, store credit

Before returning any item, please contact our customer service team so we can approve your request and provide the correct return instructions. This helps ensure your return or exchange is processed as smoothly as possible. 

All returns are processed via our Gold Coast, Australia factory. There is no expiry on store credits, however they must be used in one transaction.

  • We’re happy to offer an exchange or store credit if:

    • The item is unused, unwashed, and with original packaging and tags

    • No visible damage, wear and tear ( unless faulty see below)

    • You contact us within 30 days of receiving your order

    • Proof of purchase is provided

    • Item is not on final sale or used (for hygiene reasons)

    • We offer piece of mind with free collar size exchange

     All returned items are inspected to meet our standards and ensure every customer receives items in excellent condition. Once we approve your return, we’ll ship the replacement to your provided address.

    Price difference.

    If there’s a price difference between sizes or products, or if you’re adding extra items, we’ll simply charge the difference.

    Return Shipping

    You’re responsible for return shipping unless the item is faulty or we made an error. We recommend tracked shipping and secure packaging. We aren’t liable for lost or damaged returns.

    Re-shipping fees will apply if your item is returned due to an incorrect address or non-collection

  • Unfortunately, sometimes items are damaged during shipping or slip through quality control. If you think your item is not quite right, please email our customer service team and provide the following

    • Your order number

    • Details of the fault/damage

    • Photos/Videos that clearly show the fault/damage

    Here are a couple of quick points on how an item is deemed faulty or not acceptable quality:

    • There is a manufacturing fault. Our Clip has a 1 year peace of mind warranty

    • The product has been damaged during transit

    Once we receive your email, we’ll assess your claim and do our best to resolve it promptly. If your item is deemed faulty, we’ll organise a replacement, or store credit, whichever suits you best.

    All faulty items are to be returned (we will email you a shipping label) so we can inspect and ensure fault is resolved on future items.

  • We created the MAXXIE Quick Clip to help make walks easier for dog owners, especially those with hand mobility or grip difficulties. Because you’ll never truly know the difference until you try it yourself, we offer a hassle-free 40 Day Trial on eligible products.

    If the MAXXIE Quick Clip doesn't make clipping your dog easier , you can return it within 40 days if

    • No visible damage, wear and tear ( unless faulty see below)

    • You contact us within 40 days of receiving your order

    • Proof of purchase is provided

    Please note that we are unable to accept returns for:

    • Sale or clearance items, as these are final sale.

    Once your return has been approved and received, a store credit will be issued. Refunds can be requested and will be provided at our discretion. Where approved, will be processed back to your original payment method. Please allow additional time for your financial institution to process the refund once it has been issued.