Exchanges & Returns Policy
EXCHANGES AND RETURNS:
This policy applies to products purchased from the website www.maxbeamaustralia.com.au.
You can exchange or return any item as a change of mind* within 30 days of receiving the item, provided it is in its original condition—unused, in original packaging, with the original tags still attached.
EXCHANGES:
If you need to exchange your purchase for another product of the same value, please state your request on the returns form. Once we receive your return, please allow up to 5 business days for your order to be processed, and a further 3-5 business days* for delivery. If you have any other queries or wish to exchange your purchase for a product of different value (higher or lower than the original purchase), please contact our Customer Service team.
You will be responsible for shipping and handling charges for any exchanges. If you require your replacement urgently, we recommend repurchasing the desired item to avoid missing out on stock and to receive your item sooner, and then process your original purchase as a return for credit or refund.
To qualify for our ‘Zero-risk 30 day guarantee’ for exchange due to a change of mind*, your item must be unused and in the same resalable condition that you received it. It must also be in the original packaging with any original tags attached. If the products are returned used, damaged, or without all original packaging, we reserve the right to refuse your exchange. Personalised/engraved items are not eligible for exchange or return for change of mind.
*Exchanges are valid in Australia only. We cannot process or deliver orders on public holidays. In such cases, please anticipate that your order will be processed on the next business day.
RETURNS:
If you would like to return your purchase for any reason, we will gladly accept exchanges or returns if the item is in its original condition—unused, in original packaging, with the original tags still attached. Personalised/engraved items are not eligible for exchange or return for change of mind.
If the products are returned used, damaged, or without all original packaging, we reserve the right to refuse your refund.
We recommend sending return parcels via registered post, as we are not liable if your return is lost in transit. If your parcel goes missing, you will be required to provide two pieces of documentation: proof of delivery to our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, we will not be held accountable for any losses.
HOW DO I LODGE MY EXCHANGE OR RETURN?
The process of lodging your exchange or return is as follows:
- Click here to start your exchange or return.
- Re-pack your items safely for transit and send them to the address provided once your return is approved.
Please wait until your return is accepted and you receive an email with shipment and documentation information before posting your item(s) back to us. Please note that we cannot accept pickups or drop-offs at our warehouse due to Occupational Health and Safety legislation.
It is advised to keep a tracking reference for your parcel so you know when it has been delivered to us.
WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?
We take the utmost care in ensuring our goods are of high quality. However, if for any reason you find that our products are faulty or unsatisfactory, if your item arrives damaged, or if you did not receive what you ordered, we are committed to resolving any issues to your satisfaction.
To make a warranty claim for an item that you have purchased and deem faulty, please click here.
Online purchases claimed as faulty will need to be sent back to us for an official assessment by the MaxBeam Australia warranty team. You do not need to retain the original packaging, nor does the item need to be in resalable condition if you have found it to have a minor or major fault.
If your order does not contain the products you ordered or items have been damaged in transit, please contact our Customer Service team.
WHO PAYS FOR RETURN SHIPPING?
Each customer will be responsible for the cost of return shipping charges to us for change of mind* returns or exchanges; however, we will cover postage on any exchange back to you. Shipping costs are non-refundable and will not be reimbursed. If your item is deemed to have a minor or major fault, a return postage label will be issued by us at no cost to you.
The goods are your responsibility until they reach our warehouse, so ensure your return is packaged securely to avoid damage during transit.
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your goods have been received by MaxBeam Australia, please allow up to 5-10 business days for your refund to be processed back to your account. All refunds will be issued to the original payment method. The retrieval of your refund will depend on the time your financial institution takes to process it.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
The Customer Service team operates Monday to Friday (excluding public holidays in Melbourne, Australia) from 9 am to 5 pm Australian Eastern Standard/Daylight Savings Time.
*Change of mind refers to a purchase where you received the correct item but decided you did not want it, found it cheaper elsewhere, decided you did not like the purchase, or had no use for it. Consumer guarantees do not apply in these instances under ACCC regulations, and we reserve the right to refuse a refund or exchange for change of mind. For more information on your consumer rights and guarantees, please visit the ACCC Consumer Rights website.