1. Your Statutory Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, most online orders carry a 14-day right to cancel. This right does not apply to goods that are sealed for health or hygiene reasons and have been unsealed after delivery, or to goods that are perishable or have a short shelf life — which includes pet food and treats. This is why, as set out below, we can only accept returns of food and treat items while they remain unopened. Separately, nothing in this policy limits your rights under the Consumer Rights Act 2015 to a repair, replacement or refund if a product is faulty, not as described, or not of satisfactory quality.

2. Retail (One-Time Purchase) Returns

• You may return eligible retail items within 30 days of delivery for a refund.
• Items must be unopened, unused, and in their original packaging.
• Due to food safety and hygiene requirements, we cannot accept returns of opened pet food, treats, or supplement products, unless the return is due to a genuine quality issue with the product itself (see Section 5).
• Toys and other non-consumable retail items must also be unopened/unused to qualify for a return.
• To start a return, contact info@maxbox.uk with your order number.

3. Subscription Box Refunds

• Once a subscription box item has been opened or used, it is not eligible for return or refund.
• If an item in your box has a genuine quality issue, we will send a replacement rather than a refund, once verified under Section 5.
• If your card has been charged but the box has not yet shipped, you may request a full refund of that charge by contacting us before dispatch.
• Once a box has shipped, that charge is non-refundable except where Section 5 (damaged, faulty or incorrect items) applies.
• You can pause, skip, or swap future box deliveries at any time through your subscription portal. To cancel your subscription entirely, contact us at info@maxbox.uk — do this before your next billing date to avoid being charged for a box you no longer want.

4. Membership Fees

• MaxBox membership costs £9.99 and is billed annually in advance.
• If you cancel your membership within 14 days of joining, you will receive a full refund of your membership fee, in line with your statutory cooling-off rights.
• After the 14-day period, membership fees are non-refundable, including where you cancel partway through the annual term.
• If you cancel after the 14-day period, your membership benefits (member pricing, free shipping, and other perks) remain active until the end of the paid annual term, after which the membership will not renew.

5. Damaged, Faulty or Incorrect Items

• Contact us within 7 days of delivery if an item arrives damaged, faulty, incorrect, or otherwise not as described.
• Email info@maxbox.uk with your order number and a description of the issue; we may reasonably ask for photos or other evidence to assess the claim.
• We will review your claim and respond with an outcome within 7 days of receiving your report.
• Depending on the issue, we will offer a replacement, refund, or store credit.

6. Refund Method and Timing

Approved refunds are returned to your original payment method. Processing time depends on our payment provider, Square, and your bank or card issuer, and typically takes 7–14 business days from approval to appear in your account.

7. How to Request a Refund

To request a return, refund, or report an issue with your order, contact us at info@maxbox.uk or 0330 133 4188 with your order number and details of your request.

8. Summary of Non-Returnable / Non-Refundable Items

• Opened pet food, treats, or supplement products (unless due to a quality issue).
• Opened or used subscription box items (unless due to a quality issue).
• Annual membership fees, once charged.
• Subscription box charges for boxes that have already shipped (unless due to a quality or damage issue).

9. Contact Us

If you have any questions about this Refund Policy, please contact us:

• ESEA INTERNATIONAL LTD
• 71–75 Shelton Street, London WC2H 9JQ, United Kingdom
• Email: info@maxbox.uk
• Phone: 0330 133 4188