Refund Policy
A legal disclaimer
The information provided in this Refund Policy is for general informational purposes only and does not constitute legal advice. While we have prepared this policy to clearly communicate our store’s refund and return terms, Max & Lucy Co. cannot guarantee compliance with all laws that may apply to your specific location. If you have questions about your rights or obligations, we recommend consulting with a qualified legal professional.
Refund Policy - the basics
At Max & Lucy Co., each product is made to order with care and attention to detail. Because our items are custom-printed through on-demand production, we are unable to accept returns or offer refunds for reasons such as buyer’s remorse, size issues, or change of preference.
We will, however, replace or refund an item if it arrives damaged, defective, or incorrect. To be eligible for a replacement or refund, please contact us within 7 days of receiving your order with your order number and clear photos showing the issue.
Refunds and replacements are approved at our discretion once the issue has been reviewed and verified.
What to include in the Refund Policy
Eligibility for Refunds or Replacements:
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Items that arrive defective, damaged, or with printing errors may qualify for a refund or replacement.
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Claims must be submitted within 7 days of delivery.
Non-Refundable Items:
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Customized or made-to-order products cannot be returned once fulfilled.
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We do not offer refunds for incorrect size selections, color preference changes, or buyer’s remorse.
How to Request a Refund or Replacement:
Email maxandlucyshop@gmail.com with:
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Your order number
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Description of the issue
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At least 2 clear photos of the product and packaging
Once your request is reviewed, we’ll notify you of the outcome within 3–5 business days.
Refund Processing:
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Approved refunds will be processed to your original payment method within 5–10 business days.
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Replacement orders will ship at no additional cost once approved.