Returns & Refunds
Last updated 15 September 2026
You have 30 days from delivery to return the chair. We would rather you sent it back than kept something that does not suit the person you are caring for.
The short version
| Return window | 30 days from the date of delivery |
|---|---|
| Condition required | Unused or lightly tested, complete, in the original packaging |
| Return shipping — changed your mind | Paid by you |
| Return shipping — faulty or damaged | Paid by us |
| Restocking fee | None |
| Refund issued | Within 5 business days of the return arriving |
Please read this before ordering. This is a heavy freight item. If you change your mind, return shipping is genuinely expensive — often several hundred dollars, and on international returns it can approach the value of the chair itself. We are not trying to discourage you from returning it. We are telling you now so it is not a shock later. If you are unsure whether it fits your home or the person you are caring for, email us first and we will help you decide before you spend anything.
How to start a return
- Email contactmaxzostores@gmail.com within 30 days of delivery with your order number and the reason for the return.
- We will reply with the correct return address and instructions. Please do not ship anything back before you have this — returns sent to the wrong address frequently cannot be recovered, and we cannot refund what we never receive.
- Repack the chair in its original carton with all parts, tools and documentation.
- Send us the return tracking number.
Condition
We accept returns that are unused, or used only enough to see whether the chair suits you. That is a normal amount of handling and it does not void your return.
What we cannot accept is a chair that has been assembled and used in daily care for weeks, is soiled, has been modified, or is missing parts or its packaging. Where an item comes back with a reduced value because it has been handled more than was needed to assess it, we may reduce the refund proportionately, and we will explain the deduction rather than simply issuing a smaller amount.
Faulty, damaged or wrong item
If the chair arrives damaged, develops a fault, or is not what you ordered, none of the above applies. Email us with photographs or a short video within 48 hours of delivery for transit damage, or at any point within the warranty period for a fault. We will arrange a replacement, a repair or a full refund at our cost, including return shipping. See Warranty.
Refunds
Refunds are issued to the original payment method once the returned item reaches us and has been checked. We process refunds within 5 business days of that point. How long the money takes to appear afterwards is up to your bank or card issuer — typically 3 to 10 business days.
Refunds cover the price you paid for the item. Any import duties or taxes charged by your own customs authority are not ours to refund; you may be able to reclaim those directly from your customs authority, and we will provide documentation to support that if you need it.
Cancelling before dispatch
If you cancel before the order is dispatched, you get a full refund with no deductions and no return shipping to worry about. Email us as soon as you can — the earlier the message reaches us, the more likely we are to catch it in the warehouse.
Your statutory rights
Nothing in this policy limits the rights you have under the consumer law where you live. Customers in the UK and EU have a statutory right to cancel a distance purchase within 14 days of delivery and return it for a refund; our 30-day window is longer than that minimum and sits alongside it, not instead of it. Where the law in your country gives you stronger rights than this policy does, those rights apply.