1. Right of withdrawal
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a person you have chosen (other than the carrier), receive the goods. If you ordered several items that are delivered separately, the period starts when you receive the last item.
To exercise your right of withdrawal, you must inform us of your decision with a clear statement, for example by email to info@maxiflavour.com. You may use the model withdrawal form below, but it is not required. It is enough to send your notice before the withdrawal period expires.
2. Items that cannot be returned
Because we sell food, some items are excluded from the right of withdrawal under EU consumer law for health, hygiene and freshness reasons:
- Food products that have been opened or whose seal has been broken after delivery.
- Perishable goods or products that can deteriorate or expire quickly.
- Products that have been mixed with other items after delivery.
- Personalised gift sets or items made to your specifications.
Unopened, non-perishable products in their original, sealed packaging can be returned within the withdrawal period.
3. How to return an item
- Contact us at info@maxiflavour.com with your order number and the items you want to return.
- Pack the items securely in their original, unopened packaging.
- Send the parcel to the return address we provide within 14 days of your withdrawal notice. Please keep your proof of shipment.
- Receive your refund once we have received and checked the returned items.
4. Damaged, faulty or incorrect items
If your order arrives damaged, spoiled, faulty or different from what you ordered, please contact us as soon as possible, ideally within 48 hours of delivery, with your order number and a few photos of the product and packaging. We will send a replacement or give you a full refund, including delivery costs. This does not affect your statutory rights under the legal guarantee of conformity.
5. Refunds
We will refund all payments received from you, including the standard delivery cost, no later than 14 days after we receive your withdrawal notice. We use the same payment method you used for the original purchase unless we agree otherwise, and you will not be charged any fees for the refund. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them back, whichever is earlier.
If you chose a delivery method more expensive than our standard delivery, we only refund the cost of standard delivery. You may be responsible for any loss in value caused by handling the goods beyond what is necessary to check their nature and characteristics.
6. Return shipping costs
When you withdraw from a purchase, the direct cost of returning the goods is paid by you. If the item is damaged, faulty or incorrect, we cover all return costs.
7. Exchanges
If you would like a different product, the fastest way is to return the original item according to this policy and place a new order. For damaged or incorrect items, we will gladly send a replacement.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: MaxiFlavour, info@maxiflavour.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ______
Ordered on / received on: ______
Order number: ______
Name of consumer(s): ______
Address of consumer(s): ______
Date: ______
8. Contact us
Questions about a return or refund? Our team is happy to help. Email info@maxiflavour.com or use our contact form. We typically respond within 24 hours on business days.