Refund & Return Policy – MaxStores Yemen

At MaxStores we care about customer satisfaction and we aim to provide a clear and fair return process. This page explains the general refund and return policy for orders within Yemen. We may update this policy from time to time and any changes will be published here.

1. When you can request a return or replacement
You may request to return or replace a product in the following cases:
- You received a damaged or broken item.
- You received a product that is different from the description or specifications on the product page.
- There is a clear manufacturing defect.
- You received a different quantity than the one you ordered.

In these cases, the amount may be refunded or the item replaced after we review and confirm your request.

2. Timeframe for return requests
- You should submit your return request within 3–7 days from the date of receiving the order, depending on the product type and the seller’s conditions.
- After this period, your request may not be accepted except in special cases evaluated by MaxStores.

3. Conditions for accepting returned items
To approve a return or replacement, the following conditions must be met:
- The product should be in its original condition as much as possible, with all accessories and original packaging when available.
- The product must not be misused or damaged by the customer (unless the reason is a manufacturing defect).
- You must provide the invoice or order number.
- For clothing and shoes, original tags should preferably remain attached.

4. Non-returnable items
For safety and hygiene reasons, as well as seller policies, some items cannot be returned, such as:
- Personal care and hygiene products after being opened or used.
- Custom-made or personalized products prepared specifically for the customer.
- Digital products, e-cards or subscriptions after codes have been delivered.
- Any product clearly marked on its page as “non-returnable”, except in case of a manufacturing defect or mistake from the seller.

5. Refund method
Once your return request is approved and the product is received and inspected:
- The amount may be refunded to the same payment method used for the order, or as credit balance in your MaxStores account, depending on what is agreed with you.
- It may take 3–14 working days for the refund to appear in your bank account or e-wallet depending on the provider’s policies.
- Shipping fees may not be refunded unless the return is due to a mistake from MaxStores or the seller (such as a wrong or damaged item).

6. Shipping and return fees
- If the return is due to a mistake from MaxStores or the seller (wrong, damaged, or missing items), we or the seller will cover all shipping and return costs.
- If the return is because you changed your mind or no longer want the item, you may be required to pay shipping costs for sending and returning the product, according to what is explained to you when submitting the request.

7. How to request a return
To submit a return request:
1. Contact our customer service through the Contact Us page, WhatsApp or email.
2. Provide your order number, product name and a clear description of the problem.
3. Attach photos of the product and the defect or damage, if applicable, to speed up the review.
4. Our team will contact you to explain the return or replacement steps and confirm the pickup address and time.

8. Different policies between sellers
MaxStores is a marketplace that brings together several independent sellers and stores in Yemen. Some details of the return policy (such as timeframes or fees) may differ from one seller to another. However, we always work to ensure a minimum standard of rights for customers and maximum transparency in the conditions shown on each product page.

If you have any further questions about this refund policy, please contact our customer support team and we will be happy to assist you.