Refund policy

This policy applies to MAXNEW purchases from HONG KONG BESEA GROUP CO., LIMITED. Retail and wholesale purchases have different return arrangements, set out below. Mandatory rights under applicable law are not limited by this policy.

Retail customers: 30-day returns and exchanges

You may request a return or exchange within 30 days after receiving your retail order. Email maxnew2009@protonmail.com with your order number, the items concerned and whether you prefer a return or exchange. If an item has a quality issue, describe the problem and include photographs where practical.

For verified quality issues, we cover the return and exchange shipping costs. For returns or exchanges unrelated to quality, the buyer covers the associated shipping costs, except where applicable law requires otherwise. We will explain the arrangements before you send the item.

Wholesale customers: quality claims within 15 days

Inspect your wholesale order on arrival. Report quality issues within 15 days after receipt, identifying the affected styles, sizes, quantities and the problem. Once the issue is verified, we will arrange a return or exchange and cover the associated shipping costs.

Non-quality wholesale returns and exchanges are generally not accepted. Exceptional arrangements must be agreed between the parties or provided for in the applicable contract. Any mandatory legal rights remain unaffected.

How to send a return

Contact us for return instructions and the correct return address before posting a parcel. Our Hong Kong company address is not automatically the return warehouse. Keep your dispatch receipt and tracking details. Please take reasonable care of the goods and pack them securely.

Refunds and replacements

We will review the request and returned goods, where a return is needed, and email you the outcome. Approved refunds are issued to the original payment method unless another method is agreed or required by law. Your payment provider may need additional time to display the credit. Exchange availability depends on stock; if the requested replacement is unavailable, we will discuss the available resolution with you.

Statutory consumer rights

Our retail return offer is additional to your legal rights. Where EU or EEA consumer withdrawal rules apply, you may notify us that you wish to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason. Statutory remedies for faulty or misdescribed goods may continue beyond our voluntary return period. Applicable rules on refunds, standard delivery charges, return costs and refund timing take precedence.

To contact us or notify us of a return or withdrawal, use our contact page or email maxnew2009@protonmail.com. State your name, order number, items and your request. A specific form is not required.