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Last updated: August 8, 2026
At MAXYMOVA COSMETICS SRL, we want you to be completely satisfied with your purchase. This Return & Refund Policy explains your rights and the conditions applicable to returns, refunds and exchanges for purchases made through maxymova.com.
Nothing in this policy limits any mandatory consumer rights provided by applicable European Union or national consumer protection laws.
If you are a consumer purchasing within the European Union, you have the right to withdraw from your online purchase without giving any reason within 14 days from the day on which you, or a third party designated by you, receives the goods.
To exercise your right of withdrawal, you must inform us of your decision within the 14-day withdrawal period.
You can submit your return request through the online return function available on our website or contact us at:
After submitting your request, you will receive the necessary return instructions.
Please do not send products back without following the return procedure provided on our website or in our return instructions.
Products returned because you have changed your mind must be returned in their original condition.
Unless otherwise provided by applicable consumer law, returned products must be:
unused;
undamaged;
complete with all accessories and components;
in their original packaging;
with all original labels, tags and protective elements intact.
You may handle a product only to the extent necessary to establish its nature, characteristics and functioning, in the same way as you would reasonably be able to do in a physical store.
If a product has been handled beyond what is necessary and its value has consequently decreased, we reserve the right to reduce the refund in accordance with applicable law.
For health protection and hygiene reasons, certain sealed cosmetic, personal-care and beauty products are not eligible for return under the right of withdrawal once their protective seal has been removed or broken after delivery, where the product is no longer suitable for return for health protection or hygiene reasons.
This may include, where applicable, products intended for use on the eyelashes, eyebrows, eye area, face or skin and other sealed cosmetic or personal-care products.
Therefore, if you simply change your mind, please do not open, unseal, test or use the product if you intend to return it.
This exclusion does not affect your statutory rights if the product is defective, damaged, incorrect or otherwise not in conformity with your order.
If you exercise your right of withdrawal because you have changed your mind, the direct cost of returning the products is your responsibility.
We recommend using a trackable shipping service and keeping proof of shipment until your refund has been completed.
MAXYMOVA COSMETICS SRL is not responsible for returned parcels lost during transportation when the return shipment has been arranged independently by the customer.
If you receive a product that is:
damaged;
defective;
different from the product you ordered;
incorrectly supplied; or
otherwise not in conformity with your order,
please contact us as soon as possible at info@maxymova.com or use the appropriate option in our online return system.
Please include your order number and, where useful, photographs showing the issue so that we can assess and resolve the matter as quickly as possible.
Where the problem is attributable to MAXYMOVA COSMETICS SRL or the goods are not in conformity with the contract, you will not be required to bear the return costs, and your statutory rights and remedies under applicable consumer law remain fully applicable.
Please do not dispose of a damaged or defective product before receiving our instructions.
Once your return has been requested and the applicable return procedure has been completed, products should be returned according to the instructions provided by us.
Our current return address is:
MAXYMOVA COSMETICS SRL
Via Roma 12
31020 Villorba (TV)
Italy
Please ensure that the product is securely packaged to prevent damage during transportation.
Where a return reference or other identification is provided through our online return system, please include it with your return.
Once we receive the returned goods, we may inspect them to verify their condition and compliance with the applicable return requirements.
For a valid exercise of the statutory right of withdrawal, we will reimburse the payments received from you, including the cost of the least expensive standard delivery method offered for the original order, in accordance with applicable consumer law.
If you selected a delivery method that was more expensive than our least expensive standard delivery option, the additional delivery cost is not refundable.
Refunds will be made using the same payment method used for the original transaction, unless otherwise expressly agreed.
For withdrawals, reimbursement will be made within the period required by applicable law. We may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.
Please note that after we issue a refund, your bank, card provider or payment service may require additional processing time before the amount appears in your account.
You may return only part of an eligible order.
In this case, you will receive a refund for the eligible returned products.
Any refund of the original delivery charge will be determined in accordance with applicable consumer law and the circumstances of the order and return.
If you wish to exchange an eligible unopened and unused product, please submit a request through our online return system or contact info@maxymova.com.
Exchanges are subject to product availability.
If you request an exchange simply because you have changed your mind, you are responsible for the direct cost of returning the original product.
If an exchange is necessary because we sent an incorrect, damaged, defective or non-conforming product, MAXYMOVA COSMETICS SRL will bear the applicable return costs in accordance with your statutory rights.
Where an exchange is not possible, we may offer a refund or another remedy as required by applicable law.
If you wish to cancel an order that has not yet been shipped, please contact us as soon as possible or use any cancellation function made available through your customer account.
If the order has not yet entered a stage where cancellation is no longer operationally possible, we will cancel it and refund the amount paid to the original payment method.
Once an order has already been shipped, it can no longer be cancelled as an unshipped order. After receiving it, eligible consumers may exercise their statutory right of withdrawal in accordance with this policy.
Subject to applicable consumer law, we cannot accept a change-of-mind return for:
sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery;
products that have been used where the applicable hygiene exception applies;
products specifically personalised or made to the customer's specifications, where the statutory exception applies;
other products excluded from the right of withdrawal under applicable law.
These exclusions do not limit your statutory rights relating to defective, damaged, incorrect or non-conforming products.
If a free promotional product was supplied as part of a purchase and the conditions of the promotion required the purchase of the product being returned, we may require the promotional product to be returned as part of the withdrawal, where permitted by applicable law.
This does not affect your statutory consumer rights.
If a parcel appears visibly damaged or tampered with at the time of delivery, we recommend documenting the condition of the parcel and contacting us promptly.
If a parcel is returned to us because the customer supplied an incomplete or incorrect delivery address, refused delivery without exercising the applicable right of withdrawal, or failed to collect the parcel, any refund and applicable shipping costs will be handled in accordance with the circumstances of the order and applicable law.
This Return & Refund Policy is intended to complement, and does not replace or restrict, any mandatory rights available to consumers under applicable European Union and national consumer protection legislation, including legal rights relating to defective or non-conforming goods.
Where any provision of this policy conflicts with mandatory consumer protection law, the applicable mandatory law will prevail.
For questions about returns, refunds, exchanges or your consumer rights, please contact:
MAXYMOVA COSMETICS SRL
Via Roma 12
31020 Villorba (TV)
Italy
Email: info@maxymova.com
Sii il primo a conoscere il lancio di prodotti professionali, gli sconti e le esclusive del marchio MAXYMOVA. Iscriviti ora!
No, grazie