Refund & Return Policy

We want all customers to be satisfied with their purchase. To ensure fairness and transparency, we offer a straightforward refund policy. Please read the following carefully before placing your order.

Cancellations

Once an order is placed, it enters processing and cannot be cancelled, even if it has not yet shipped. Please review your cart carefully before checkout.

Returns

We accept returns within 14 days of delivery for items that are:

• Unopened and in original, sealed packaging
• In resellable condition
• Not marked as "Final Sale" or "Non-Returnable"

To initiate a return, email info@maxxen.ch within 14 days of delivery with your order number and reason for return.

Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping method, as we cannot be responsible for items lost in return transit.

Once we receive and inspect the returned item, we will process your refund to the original payment method within 5–10 business days.

Non-Returnable Items

The following items cannot be returned:

• Items that have been opened, unsealed, or used
• Items showing signs of use or tampering
• Items returned after 14 days from delivery

Due to hygiene and safety regulations for skincare products, we cannot accept returns on opened or used items. This ensures all customers receive fresh, uncontaminated products.

Damaged or Defective Items

We will replace or refund items that arrive damaged, defective, or incorrect (wrong product or variant).

To request assistance, please email info@maxxen.ch within 14 days of delivery with:

• Your order number
• A short description of the issue
• Photos or video clearly showing the damage or defect

Once approved, we will send a free replacement or issue a refund depending on availability. You do not need to return the item unless we specifically request it.

Allergic Reactions or Skin Sensitivity

We recommend performing a patch test before applying any new skincare product to larger areas of your skin. If you experience an adverse reaction:

• Discontinue use immediately
• Consult a healthcare professional if needed
• Contact us at info@maxxen.ch

While we cannot offer refunds for opened products due to hygiene policies, we are committed to customer satisfaction and will work with you on a case-by-case basis for documented allergic reactions.

Lost Packages

If your order has not arrived 30 days after shipment and tracking shows no delivery, we will provide a free replacement or refund.

Packages marked as "delivered" by the carrier are not eligible for replacement or refund. If tracking shows delivered but you haven't received your package, please check with neighbors, building management, or your local post office before contacting us.

Refund Processing Time

Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund to your account. If 15 business days have passed without receiving your refund, please contact us at info@maxxen.ch.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund (following the return conditions above) and place a new order for the desired item.

Contact

Questions about this policy? Contact us at info@maxxen.ch