Returns
Returns and refunds
Most items on Althemax are returnable for a refund within 30 days of delivery. This page is the platform baseline — individual merchants may extend it (longer window, free returns, no questions asked) but cannot shorten the 30-day window for non-exempt items.
The 30-day return window
- You have 30 days from the delivery date to start a return.
- Items must be unused, in their original packaging, with any tags or seals intact. Photographs of the item's condition help the merchant approve faster.
- The merchant approves or queries the return within 3 working days. Once approved, you'll receive return shipping instructions.
Items that can't be returned
The exemptions below apply to every merchant on the platform unless they explicitly override on the product page.
- Personalised, custom-made or bespoke items.
- Perishable goods (food, plants, fresh flowers).
- Hygiene-sealed items where the seal has been broken (earphones, intimate apparel).
- Digital downloads and gift cards after delivery / activation.
- Items explicitly marked “Final sale” on the product page at the time of purchase.
How refunds work
- Refunds are issued to the original payment method within 14 days of the merchant receiving the returned item.
- Original shipping is refunded on faulty items and full-order returns. Partial returns keep the original shipping charge.
- Return shipping is paid by the buyer unless the item arrived damaged, faulty, or materially different to the listing — in which case the merchant covers it.
Multi-merchant orders
When your order includes items from more than one merchant, each merchant handles their own returns. You'll see a separate “Return this item” option per merchant in your account orders page (sign-in required).
Faulty or damaged items
If an item arrives damaged, faulty, or different to its listing, contact the merchant via your order page within 7 days of delivery. Include photographs of the issue and the packaging. We'll arrange a free return or replacement and ensure resolution.
Buyer protection
Every purchase on Althemax is covered by buyer protection: if a merchant fails to ship, ships the wrong item, or refuses a valid return, raise a case from the order page and we'll mediate. Refunds in cases where the merchant is at fault come from the platform if the merchant doesn't resolve within 7 working days.
Affiliate / external-checkout items
Products shipped and sold directly by Amazon (any seller with “Amazon” in the seller name) follow Amazon's return policy, not ours. Use the “Buy on Amazon” link on the product page; the order, shipping and returns are all handled by Amazon.
Contact
Questions about a return that the merchant hasn't resolved? Email hello@althemax.com with your order number and we'll step in within one working day.