Returns

Your satisfaction is our business. That’s why we recommend choosing carefully when shopping with Max Black. Should you need additional assistance prior to purchasing, our team is here to help you online, over the phone, and in-store.

Max Black maintains a strict policy of never returning a product to the shelf for sale once it has left the store. This includes instances where the packaging and/or wrapping of the item has not been opened.

We understand that this policy may lead to some customer dissatisfaction. However, on balance, we understand that our customers would far prefer knowing that the item they have selected is indisputably new.

We know after ten years in business that your confidence in us is foremost and that this trust is reinforced by knowing that this policy is in place.

Please contact us before returning any items. In many cases we find the reason for a perceived fault is something very simple that we can solve over the phone or counter. We’re here to help, and in most cases we can sort out an issue in a very short amount of time.

Due to the intimate nature of our products, an exchange or refund is not available on products should you change your mind, discover a similar item is in your possession, or you decide to purchase the item elsewhere after the transaction.

Max Black will accept returns for items with a manufacturing defect within 30 days of the date of purchase. We do not offer a satisfaction guarantee on any of our products. Some products/ranges carry an express guarantee or extended manufacturer’s warranty which covers a longer period of time. Contact us and we can provide you with details specific to your purchase.

In all cases you will need to present proof of purchase.

If you believe a product has a manufacturing defect or fault please contact us. You can call (02 9557 0122), email (hello@maxblack.com.au) or use our online chat to get in touch.

Where an individual product is tested and found to be defective, we will exchange it for a new one. In circumstances where this is not possible, we will offer an alternative product of the same value or, if you prefer, a full refund.

Max Black does not ordinarily cover the cost of returning the product to us for assessment, exchange, refund or repair. Where the return relates to a defective item, the replacement product will be shipped to you, at no charge, when the replacement item is available.

In the event that you need to return a product to us, it must be clean, in its original packaging (if possible) and in a sealed plastic bag. The parcel should also include a copy of your proof of purchase and your daytime contact details.