Refund policy

maxeD-uP Returns and Refund Policy

Last updated: 15 August 2026

We want every order to arrive exactly as expected. This policy explains how returns, refunds, exchanges and faulty items are handled. Nothing in this policy affects your statutory rights.

Change-of-mind returns

For non-personalised items bought online, contact maxroche@hotmail.co.uk within 14 days of receiving your order if you wish to cancel. You then have a further 14 days to return the item.

Returned items should be unworn, unwashed and in their original condition. You may handle an item as you would in a shop to check its fit and appearance. We may reduce a refund if an item has been used or damaged beyond what is reasonably necessary to inspect it.

Personalised and custom-made items

Personalised, printed-to-order or custom-made items cannot normally be cancelled or returned simply because you have changed your mind. They can still be returned when they are faulty, damaged, not as described or we have made an error with your order.

Faulty, damaged or incorrect items

If an item is faulty, damaged, not as described or different from what you ordered, contact maxroche@hotmail.co.uk as soon as possible with your order number and photographs where helpful. We will provide the appropriate remedy, which may be a repair, replacement or refund, in accordance with your statutory rights. We will cover reasonable return costs for faulty or incorrect items.

Sale and seconds items

Sale items have the same statutory rights as full-price items. Items sold as seconds will have any known cosmetic fault clearly described before purchase. A disclosed fault is not treated as a new defect, but your remaining statutory rights are unaffected.

Refunds

Approved refunds will be returned to your original payment method. Where the law requires it, we will also refund the standard outbound delivery charge. Refunds will be processed within 14 days of receiving the returned goods or acceptable evidence that they have been sent back.

Return postage

For change-of-mind returns, return postage is the customer's responsibility. Please use a tracked service and retain proof of postage. We cover reasonable return postage when an item is faulty, damaged, incorrect or not as described.

Exchanges

If you need a different size or colour for a non-personalised item, email us and we will help where stock allows. Personalised items can only be exchanged where they are faulty or we made an error.

How to request a return

Email maxroche@hotmail.co.uk with your order number, the item concerned and the reason for the return. We will reply with return instructions.

Questions

Email maxroche@hotmail.co.uk and we will be happy to help.