Returns & Withdrawal FAQ

Last updated: 13.08.2025 • Operator: Atlas & Company Limited (Hong Kong) • Support: support@maxsneak.com

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**1) What is your return & withdrawal policy?

We offer a 14-day withdrawal/return period starting from the day you receive your order.
This means:

• If you simply change your mind, you may return the product within 14 days.

• Return shipping costs are always paid by the customer, unless the item is defective or we made an error.

All returns must be pre-approved via email to support@maxsneak.com before sending items back.

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2) Which items are eligible for return?

• Unused, unworn items in their original condition.

• Original packaging, tags, and accessories must be intact.

• Proof of purchase (order confirmation email or receipt).

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3) Which items are NOT eligible for return?

• Items marked as final sale or non-returnable.

• Gift cards, downloadable products, or services.

• Items damaged after delivery due to improper use, storage, or handling by the customer.

• Hygiene-sensitive products (e.g., socks, insoles) if opened.

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4) What if my item arrives damaged or defective?

We take quality control seriously, but if your product arrives damaged or faulty:

1. Contact us within 48 hours of delivery.

2. Email support@maxsneak.com with:

   • Your order number

   • Clear photos showing the defect/damage

   • A photo of the packaging and shipping label

3. We will review your case within 2–5 business days.

If the defect is our fault or caused during shipment, we will:

• Offer a replacement at no cost OR

• Issue a full refund, including return shipping if required.

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5) What if I received the wrong item?

If we sent the wrong product, size, or color:

• Contact us within 48 hours of delivery.

• Provide photos of the item received.

• We will arrange a free return or exchange at our expense.

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6) Who pays for return shipping?

• Customer pays for return shipping on voluntary returns (change of mind, wrong size ordered, etc.).

• We pay for return shipping only if:

  • We sent the wrong item, OR

  • The product is defective due to our fault.

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7) How do I start a return?

1. Email support@maxsneak.com within 14 days of receiving your item.

2. Wait for our confirmation and return instructions.

3. Ship the product back using a tracked service.

4. Email us the tracking number.

We are not responsible for lost returns without tracking proof.

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8) How long until I get my refund?

• Refunds are processed within 14 days of receiving and inspecting your return.

• Refunds are issued to the original payment method only.

• Processing times depend on your bank or payment provider (typically 3–7 business days after we issue it).

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9) Do you offer exchanges?

• Exchanges are possible for the same product in a different size or color if stock is available.

• If not available, we’ll offer a refund instead.

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10) What if I miss the 14-day window?

• Returns requested after 14 days may be refused.

• In some cases, we may accept late returns for store credit (case-by-case basis).

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11) Can I return multiple items from one order?

Yes — as long as each item meets our return conditions and you include all relevant details in your return request.

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12) How will I know you received my return?

We’ll send you a confirmation email once your return is checked in at our warehouse and approved for refund or replacement.

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13) Special notes about footwear returns

• Shoes must be returned in their original shoe box, placed inside a shipping box.

• Do not tape or write directly on the shoe box — this will result in rejection.

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14) Quality checks before refund

All returned products are inspected upon arrival:

• If the item is not in resellable condition (worn, damaged, missing parts), we may deny the refund or deduct a restocking fee (up to 20%).

• We will provide photos and explanation if a refund is refused or reduced.

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15) Summary table — Return scenarios

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16) Need help?

For all return/warranty questions:
Email: support@maxsneak.com
Include: Order number, full name, photos (if applicable).