Effective Date: July 8, 2026

At MaxCare Professional, we are committed to delivering premium-quality professional hair care products. Every product undergoes strict quality inspections and is securely packed before dispatch to ensure it reaches you in perfect condition.

As our products fall under the personal care and cosmetics category, we follow stringent hygiene and safety standards throughout manufacturing, storage, and shipping.

This Return, Refund & Replacement Policy is drafted in accordance with the applicable provisions of the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. By placing an order on www.maxcareprofessional.com, you agree to the terms and conditions outlined in this policy.

1. Return Eligibility

You may request a return only if:

• The product was damaged during transit.

• You received an incorrect product, size, or variant.

• The product has a manufacturing defect.

• Your order is incomplete or an item is missing.

Return requests must be submitted within 48 hours of delivery.

To qualify for a return:

• The product must be unused and unopened.

• The original packaging, labels, seals, and invoice must be intact.

• The product must be returned in the same condition in which it was delivered.

2. Products Not Eligible for Return

For hygiene and safety reasons, the following products are not eligible for return:

• Opened or used products.

• Products with broken or missing seals.

• Products damaged due to improper handling, misuse, or storage.

• Products purchased during clearance sales, special promotions, or final sale offers (unless received damaged or incorrect).

• Free gifts, promotional items, or complimentary products.

• Products purchased from unauthorized sellers or third-party marketplaces.

3. How to Raise a Return Request

Please contact our Customer Support within 48 hours of delivery to initiate a return request.

Kindly provide:

• Order ID

• Full Name

• Registered Mobile Number

• Reason for the return

• Clear photographs of:

  • The product

  • Outer packaging

  • Shipping label

• A complete unboxing video clearly showing any damage, leakage, missing items, or incorrect product received (mandatory for such claims).

Requests submitted without sufficient supporting evidence may not be approved.

4. Return Verification

After receiving your request:

• Our team will review the request within 2 business days.

• If additional information is required, we will contact you.

• Upon approval, a reverse pickup will be arranged wherever service is available.

• If reverse pickup is unavailable at your location, you may be asked to ship the product to our designated return address. Reasonable courier charges may be reimbursed after verification, where applicable.

5. Quality Inspection

All returned products undergo a quality inspection upon arrival at our warehouse.

A return request may be rejected if:

• The product has been opened or used.

• Original packaging or seals are missing.

• The returned product does not match the approved return request.

• The product has been intentionally damaged or altered.

If the return is rejected after inspection, the product may be shipped back to the customer.

6. Refund Policy

Refunds will be processed only after:

• The returned product has been received.

• Quality inspection has been completed.

• The return request has been approved.

Refunds will be issued using the original payment method whenever possible.

If refunding through the original payment method is not possible, our Customer Support team will contact you to arrange an alternative refund method.

7. Refund Timelines

Actual credit timelines may vary depending on your bank or payment service provider.

8. Shipping Charges

Shipping charges, convenience fees, and Cash on Delivery (COD) charges are non-refundable, except in the following situations:

• An incorrect product was shipped by MaxCare Professional.

• The product arrived damaged.

• The order was cancelled by MaxCare Professional before shipment.

9. Replacement Policy

Where applicable, MaxCare Professional may offer a replacement instead of a refund for:

• Damaged products

• Incorrect products

• Products with manufacturing defects

Replacement requests are subject to product availability.

If a replacement is unavailable, an eligible refund will be processed.

10. Cancellation Policy

Before Dispatch

Orders may be cancelled before they are shipped by contacting our Customer Support team.

Prepaid orders will be refunded through the original payment method.

Please Note: If your order is still in the Processing stage and has not yet been shipped, a cancellation request may be accepted. A 2% cancellation fee will be deducted from the refund amount to cover non-refundable payment gateway charges incurred by MaxCare Professional.

After Dispatch

Orders cannot be cancelled once they have been dispatched.

If a customer refuses delivery without a valid reason, any eligible refund may be adjusted after deducting applicable shipping and handling charges.

11. Orders Lost in Transit

If your order has not been delivered within 7 business days after the estimated delivery date, please contact our Customer Support team.

We will initiate an investigation with our logistics partner.

If the shipment is confirmed as lost in transit, MaxCare Professional will either:

• Send a replacement at no additional cost, or

• Issue a full refund.

12. Fraud Prevention

To protect our customers and business, MaxCare Professional reserves the right to reject any return, replacement, or refund request that appears to be fraudulent, abusive, or inconsistent with this policy.

Repeated misuse of the return policy may result in future orders being declined or restricted.

13. Contact Us

For any questions regarding returns, refunds, replacements, or cancellations, please contact:

MaxCare Professional – Customer Support

Email: support@maxcareprofessional.com (Update if different)

Website: www.maxcareprofessional.com (Update if different)

Business Hours: Monday to Saturday | 10:00 AM – 6:00 PM (IST)

Our Commitment

At MaxCare Professional, customer satisfaction is our priority. We are committed to providing premium-quality professional hair care products, transparent policies, and responsive customer support.

Every return, replacement, and refund request is reviewed fairly, processed promptly, and handled in accordance with this policy to ensure a smooth and reliable shopping experience.