Returns

For returning online orders applies:

• Within 365 days of delivery, submit the return request to us.
• Products must be in their original, clean and undamaged packaging.
• The products must not have been assembled or installed and must be complete, including loose parts.
• The products must have been ordered online or by telephone (via distance selling).
• If you choose to return the items yourself, this is only possible at our warehouse in Roosendaal within opening hours.
• We will check your return shipment.
• Return costs are at your own expense.
• Within 10 working days after receipt and approval of the returned product, the purchase amount will be transferred to you.

Refund via online payment method or bank transfer

• For online orders, the amount will be refunded via your chosen payment method, such as iDeal, Bancontact, AfterPay, credit card or PayPal.
• All other payments (PIN, cash, cash on delivery and bank transfer) will be refunded by bank transfer.
• We always ask for your IBAN data in the return form.

By sending the return form, you agree to our above-mentioned return conditions.

Under Ordering and delivery, you will find which products are collected by parcel service and which are collected by large transport.

I want to return myself

In our warehouse in Roosendaal (free of charge)

Products can only be returned in our warehouse in Roosendaal and not in other branches. Please note that this is only possible within the warehouse opening hours. You can only return your products after completing the return request and receiving the confirmation. This is because in this confirmation you will find the return number that you need to provide to the warehouse.

At a DHL ServicePoint (parcels only, € 9.95)

Stick the DHL label on the parcel. You will receive it by e-mail within a few days after acceptance of your return notification. Please plan to take your return to a DHL ServicePoint only after receiving the DHL label.

I would like to have my returns collected

Large transport (€19.95)

You choose the pick-up time yourself and you will receive an e-mail the evening before the carrier arrives between 21:00 and 00:00 with the 3-hour period in which we expect to drop by. Please also check your spam inbox. Stick the Maxaro shipping label you receive from us after the return has been accepted on each shipping unit (box or pallet). This contains the return number.

Have you lost your Maxaro shipping label? Please contact our customer service.

The cost for the parcel service (both having it collected by our carrier and taken away to a DHL ServicePoint) is €9.95. The cost of having large consignments collected from your home is €19.95. These costs are at your own expense. On the Order and delivery page you will find which products are collected by parcel service and which are collected by large transport.

Refund

The purchase amount will be transferred to you within 10 working days after receipt and approval of the returned product. This will be offset against the return costs. If the entire order is returned and collected, the original delivery charges will be refunded. This is not the case when returning part of your order. If you return more than one product, you will only pay the return costs for the product with the highest shipping rate.

The following items cannot be returned:

• Samples.
• Showroom models.
• Products that have been specially ordered and/or produced for you.
• Less than 2 packs of the same tile.

You have 365 days to return one or more products. At Maxaro, we believe it is important to provide you with the right product to suit your needs. After all, we would like to see you return as a satisfied customer in the future.

This period starts on the day of delivery of the product. During this period, you should handle the product and its packaging with care. You should only unpack the product to the extent necessary to assess whether you wish to keep the product.

Service or complaints should be reported via a service request.

Our service form is required to process your report. You will always be contacted by the service department within 5 working days of receiving the service form. By filling in the service request as completely as possible, we can help you more efficiently.

Report damage using the service form. Within the form, select 'Damage or defect'.

The service form is required to process your report. Thereafter, our service department will make every effort to help you as soon as possible. Within 5 working days of receiving the report form, you will be contacted by the service department. By filling in the form as completely as possible, we can help you more efficiently.

Report damage using the service form. Within the form, select 'Incorrect delivery'.

The service form is required to process your report. After that, our service department will make every effort to help you as soon as possible. Within 5 working days of receiving the report form, you will be contacted by the service department. By filling in the form as completely as possible, we can help you more efficiently.