Dear Customer!

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

We understand your concern and are happy to assist you in submitting a complaint. We aim to process it as quickly as possible.

How to File a Complaint

Complaints can be submitted in person at our headquarters, in writing, or via email at complaint@maximaja.com.

If you notice a defect or non-conformity, please repack the item with all original accessories and include a short description of the issue (photos or video are recommended). Then, contact us to arrange delivery to our return warehouse.

Your Consumer Rights

If the product is non-conforming, you may request a free repair or replacement unless this is impossible or excessively costly. If this cannot be fulfilled promptly, you may request a price reduction or withdraw from the contract (except in cases of minor non-conformities or personalized upholstered furniture).

We are responsible for product conformity for 2 years from delivery. To retain your rights, notify us within 2 months of noticing the defect.

Complaints Procedure - Step by Step

1. Take Photos or Video: Document any issues with clear, high-quality images from various angles.
2. Fill Out the Form: Complete our complaint form and attach your documentation. This will be automatically sent to our team.
3. Damage Verification: Our specialist will review the claim and assess the damage.
4. Processing: We will process the complaint within 14 days and keep you updated throughout the process.
5. Resolution Options: Depending on the case, we may reject the complaint, offer a replacement, or issue a refund.

Return Policy

If you're not fully satisfied with your purchase, you can return the item within 14 days from the delivery date. To do so, send a clear statement of withdrawal to complaint@maximaja.com.

Return the item with all accessories in the original packaging. For bulky items, paid pickup service is available (prepaid, upon agreement). Improper packaging may result in an unsuccessful return.

We will refund the amount, including basic delivery costs, within 14 days after we receive the returned product. The refund will be issued to the account provided.

Exclusions from Withdrawal Rights

• Custom-made or personalized products
• Sealed goods that are not suitable for return once opened (health/hygiene)
• Audio, video, or software products in sealed packaging after opening
• Digital content not supplied on a tangible medium once delivery has begun with your consent

Return Process - Step by Step

1. Step 1: Complete the return form and email it to contact@maximaja.com. Include a paper copy with the returned product.
2. Step 2: Prepare the product securely. Mark the package with "RETURN". The item must be unused and disassembled.
3. Step 3: Deliver the item personally (upon appointment) or via courier at your cost.
4. Step 4: Await refund within 14 days of delivery to our warehouse.

See our Terms & Conditions for more details.