Thank you for choosing MAXWALK. We want you to be satisfied with your
purchase. This policy explains how order cancellations, returns, exchanges,
refused deliveries, lost packages, and refunds are handled for products
purchased directly from maxwalk.com.
This policy applies only to purchases made through maxwalk.com. Products
purchased through Amazon, Walmart, another marketplace, or an authorized
third-party retailer are subject to that seller’s return and refund policies.
To request an order cancellation, return, exchange, or refund, please contact
the MAXWALK Customer Service Team:
Email:
maxwalkservice@outlook.com
Please include the following information: Please use the following email subject line:
Order Return Request – [Your Order Number]
Our customer service team generally responds within
one business day.
Do not return a product before receiving return instructions and
authorization from MAXWALK. Unauthorized returns may not be accepted, and
related shipping costs may not be reimbursed.
Eligible products may be returned within
30 calendar days after the date of delivery.
To qualify for a return, you must contact MAXWALK within the 30-day return
period. Return requests submitted after this period may not be accepted
unless required by applicable law or covered by a separate written warranty.
The product must generally:
MAXWALK reserves the right to request photographs or videos before
authorizing a return.
A quality-related return may apply when a product:
Please contact us as soon as possible after discovering the issue and
provide:
After reviewing the information, MAXWALK may offer an appropriate solution,
such as:
For an approved return caused by a verified product quality issue, MAXWALK
will cover the reasonable return shipping cost and will not charge additional
return-handling fees.
MAXWALK may provide a prepaid shipping label or arrange another return
method. Please follow the return instructions provided by customer service.
You may request a return for a non-quality reason within 30 calendar days
after delivery, subject to the eligibility requirements in this policy.
Examples of non-quality reasons include: For approved non-quality returns:
MAXWALK does not currently impose an additional return fee for an eligible
non-quality return, but the customer remains responsible for the actual
return transportation cost.
To cancel an order before shipment, contact MAXWALK Customer Service as soon
as possible.
We will make reasonable efforts to cancel the order before it is transferred
to the carrier or fulfillment provider. Cancellation cannot be guaranteed
once order processing has begun.
If the cancellation is successful, the refund will be issued to the original
payment method.
Once an order has shipped, it may no longer be possible to cancel it
immediately.
MAXWALK may attempt to coordinate with the carrier to intercept or return
the shipment. Carrier interception is not guaranteed.
If the carrier charges an interception, rerouting, or return-to-sender fee,
the customer may be responsible for that fee when the cancellation is not
related to a product defect or MAXWALK error.
If interception is unsuccessful, customer service may instruct you to refuse
delivery or accept the package and follow the standard return process.
Please do not refuse delivery without first contacting MAXWALK.
For clarity, the term carrier interception fee is used
instead of “recall fee,” because “product recall” commonly refers to a
product safety action.
Contact MAXWALK before refusing a delivery. Failure to notify MAXWALK may: If you refuse delivery because the package appears damaged:
A refund will not be issued solely because a package was refused. The
shipment must first be returned, identified, and inspected, unless applicable
law requires otherwise.
To request an exchange, email: Please provide: Exchange availability depends on:
For exchanges caused by a verified defect, transportation damage, an
incorrect item, or another MAXWALK error, MAXWALK will cover the reasonable
exchange shipping costs.
For exchanges requested for personal or non-quality reasons, the customer is
responsible for return shipping and any additional shipping or price
difference, unless otherwise agreed in writing.
An exchange will normally be arranged after the original product has been
returned and inspected.
Do not send a product to an address found on the original shipping carton or
online without first obtaining return authorization. The original shipping
location may not be the correct returns warehouse.
When MAXWALK authorizes a self-arranged return:
MAXWALK is not responsible for the shipping cost of a self-arranged
non-quality return.
For an approved return caused by a verified product defect or MAXWALK error,
reasonable return shipping costs will be handled according to the
instructions provided by customer service.
MAXWALK is not responsible for packages lost during a self-arranged return
before they are delivered to the designated warehouse.
After the returned product arrives at the designated warehouse, MAXWALK will
inspect it.
The inspection may confirm:
If the product is returned in eligible condition, MAXWALK will normally
initiate the refund within
three business days after completion of the warehouse inspection.
If the product is incomplete, damaged, contaminated, modified, or otherwise
ineligible, MAXWALK may:
We will contact you if additional information is needed.
A return, replacement, or complimentary repair may be declined in the
following circumstances, except where the customer has mandatory rights
under applicable law:
The return request is made more than 30 calendar days after delivery and is
not covered by an applicable warranty or legal right.
The customer cannot provide an order number, payment record, or other
reasonable proof that the product was purchased from maxwalk.com.
Damage results from:
Damage results from collision, dropping, crushing, water exposure, fire,
corrosive substances, pets, improper storage, improper transportation, or
another external cause.
The product has been dismantled, welded, modified, repaired, or fitted with
incompatible components by the customer or an unauthorized third party, and
the modification caused or contributed to the issue.
Normal deterioration is not considered a manufacturing defect. This may
include:
This exception does not apply when premature failure is caused by a verified
manufacturing or material defect.
The returned product is missing original components, hardware, wheels,
backrests, storage bags, cup holders, cane holders, manuals, or other
included accessories.
The product contains serious stains, odors, bodily-fluid contamination,
hazardous substances, insect infestation, or other contamination that
prevents safe handling or inspection.
The product is damaged during return transportation because it was
inadequately packaged or protected.
Products clearly marked as “Final Sale,” customized, personalized, or
otherwise non-returnable before purchase may not qualify for non-quality
returns, except where the product is defective or applicable law provides
otherwise.
If the tracking information indicates a possible lost or missing package,
email:
Please provide:
MAXWALK will contact the shipping carrier and initiate a package-loss
investigation.
Carrier investigations may take approximately
seven days, although the actual investigation period
depends on the carrier and circumstances.
During the investigation, the carrier may request additional information or
ask the customer to confirm that the package was not received.
After the carrier provides formal confirmation, MAXWALK will determine the
appropriate resolution, which may include replacement or refund.
Approved refunds will be issued through the
original payment method used for the order.
MAXWALK cannot normally issue a refund to a different credit card, bank
account, or payment method.
Once MAXWALK submits the refund: If the refund does not appear after seven business days:
If MAXWALK is unable to ship an order within the time communicated at
checkout or in the order confirmation, we may contact the customer regarding
the delay, offer a revised shipping estimate, or cancel and refund the
unshipped order as required.
For online orders in the United States, the FTC’s Mail, Internet, or
Telephone Order Merchandise Rule contains requirements relating to promised
shipment times, delay notices, cancellations, and prompt refunds for
unshipped merchandise.
If the product develops any condition that may affect safe use—including
frame deformation, brake failure, loose wheels, damaged locking mechanisms,
or unstable components—stop using the product immediately and contact
MAXWALK.
Do not continue using or independently repair a product that may present a
safety risk before receiving appropriate guidance.
This policy does not exclude, restrict, or replace any consumer right that
cannot legally be waived under the laws applicable to the customer.
Where this policy conflicts with a mandatory consumer-protection law, the
applicable law will control.
Because return, warranty, cancellation, and refund requirements may differ
by country, state, or region, this policy should be reviewed by qualified
legal counsel before publication in each target market.
MAXWALK Return, Exchange, Cancellation, and Refund Policy
1. Contact Information
2. 30-Day Return Period
3. Returns Due to Quality Issues
4. Returns for Non-Quality Reasons
5. Order Cancellation Before Shipment
6. Cancellation After Shipment
7. Refusal of Delivery
8. Exchange Policy
9. Self-Arranged Returns
10. Return Inspection
11. Return and Warranty Exceptions
11.1 Requests Submitted Outside the Return Period
11.2 No Valid Proof of Purchase
11.3 Misuse or Failure to Follow Instructions
11.4 Accidental or External Damage
11.5 Unauthorized Modification or Repair
11.6 Normal Wear and Tear
11.7 Missing Parts or Accessories
11.8 Severe Contamination
11.9 Return-Shipping Damage
11.10 Final-Sale or Customized Products
12. Lost or Missing Packages
13. Refund Method
14. Delayed or Unshipped Orders
15. Safe Product Use
16. Statutory Consumer Rights