Dear Customer,

Have you experienced a problem with a product purchased from our store?

We understand how frustrating that can be. That’s why we’re here to help you submit a complaint, and we’ll do our best to resolve it as quickly as possible.

You can submit your complaint:

• in person at the Seller's office,

• in writing or by email to: complaint@maximaja.com

If you notice a defect or the product is not in conformity with the contract, please repackage the item along with all additional accessories received upon purchase. Include a brief description of the defect (photos or videos are highly recommended). After packing the product, contact us to arrange delivery to our warehouse (the address will be provided based on the closest complaint drop-off point).

For large or heavy items, a paid pickup service by our partner courier is available (cost will be provided before pickup, advance payment required). Please note: this does not release you from the obligation to properly secure and package the item.

If the product does not comply with the contract, the Buyer may request:

• a free repair,

• a replacement,

Unless repair or replacement is impossible or involves excessive costs. In such cases, the Buyer may request a price reduction or withdraw from the contract, provided the defect is significant and the product was not custom-made (e.g. upholstered furniture). If the Seller does not respond within 14 days, the claim is considered accepted.

The Seller is liable to the consumer for any non-conformity for 2 years from the date of delivery. The Buyer must report the issue within 2 months of discovering the defect.

Claims resulting from improper use of the product are not accepted.

Upon delivery, the Buyer should inspect the package for damage caused during transport. If any damage is found, it is recommended to prepare a damage report with the courier – this will help us pursue claims with the shipping company.

Note: No warranty is granted on seats of upholstered furniture made of eco-leather and seams on eco-leather. This is a delicate material prone to damage from improper use, e.g. being jumped on by children.

Complaint Procedure – Step-by-step

1. Take photos or a video
If your product is under warranty and has any defect or damage, take clear, high-quality photos from multiple angles.

2. Fill out the complaint form
Use the complaint form – click here to open and provide detailed information. Attach the photos. Once submitted, it will be automatically sent to our complaints department.

3. Our expert will verify the damage
Your complaint will be reviewed by a qualified specialist and, if needed, the manufacturer.

4. Processing your complaint
We aim to respond within 14 days and will keep you updated throughout the process.

5. Complaint outcomes
The final decision may include:

• rejection of the claim,

• replacement of parts or the entire product,

• a discount/refund.

Returns

If your purchase did not meet your expectations, you can return it within 14 days of delivery.

Right of withdrawal
As a consumer, you have the right to withdraw from this contract within 14 days, without giving any reason. The 14-day period starts from the day you or a designated third party received the goods.

To exercise this right, inform us at:
Maxi Maja OÜ
Lootsa tn 5, 11415 Tallinn, Estonia
complaint@maximaja.com

You can use the withdrawal form – download here, but it is not mandatory.

You must notify us before the deadline to exercise the right.

Effects of withdrawal:
Please repackage the product with all accessories in the original packaging. Notify us to arrange delivery to the warehouse.
For bulky or heavy items, we offer a paid collection service (advance payment required).

Once the return reaches our warehouse, we will refund the payment including standard delivery costs (excluding express shipping), within 14 days, to the bank account specified by you.

No right of withdrawal applies to:

• custom-made or personalized items,

• items opened that cannot be returned for hygiene/health reasons,

• audio/video/software in sealed packaging that has been opened,

• digital content supplied not on a physical medium (if performance has started with your consent before the end of the withdrawal period).

Return Procedure – Step-by-step

Step 1: Fill in the return form
Use the return form – click here, fill in accurate data to help us process your return faster.
Send the form to: contact@maximaja.com
Also, print and include it in the return package.

Step 2: Prepare the item for return

• Carefully pack and protect the product

• Attach the printed form

• Label the package with the word "RETURN"

• The item must be unused and not assembled

Step 3: Delivery options

• Deliver in person after arranging an appointment at contact@maximaja.com

• Use a courier service (return costs covered by the sender)

• Return to the nearest warehouse

Step 4: Wait for the refund
Your payment will be refunded to the bank account provided in the return form within 14 days of receiving the returned product.

For more details, please refer to our Terms and Conditions.