Refunds
Maxorin refund policy
The procedure, step by step, with every published timing set out and every unpublished one named as such. A refund page is only useful if it tells you what to do on the day, so this one is written as instructions rather than as terms.
A claim starts with a telephone call to +1 (323) 348-1373 quoting the order ID. The buyer pays return postage and the return must be tracked. The parcel goes to 320 Park Avenue, Floor 15, New York, NY 10022, USA and must contain your full name, email address and order ID. The refund is issued 3 to 5 business days after the returned goods are credited and then takes 5 to 10 days to reach the card. The window is 60 days from purchase.
The procedure, step by step
Five steps. The first four are the published procedure; the fifth is this desk’s addition and costs nothing.
Find the order ID and the purchase date
Both are in the order confirmation email. The window runs from purchase, so the date in that email is the one that decides whether a claim is still open. Work out purchase date plus 60 days before you do anything else.
Call the order line
+1 (323) 348-1373, quoting the order ID. This is the published way to open a claim. Ask for the returns address to be confirmed to you on the call, ask whether the bottles need to be unopened, and write down the date, the time and what you were told.
Confirm it in writing the same day
Email [email protected] with the order ID in the subject line and a one-line summary of the call. The phone is faster; the email is the record, and on anything that may become a disputed charge you want both.
Post the return, tracked, at your own expense
To 320 Park Avenue, Floor 15, New York, NY 10022, USA. The buyer pays the postage and the return must be tracked. Tracking is the seller’s requirement and also your protection: the refund clock starts when the goods are credited, and tracking is what proves when they arrived.
Keep the receipt until the money lands
The tracking receipt is the only document linking your parcel to a date. Do not throw it away when the parcel is delivered — throw it away when the refund is on the card.
Nothing in the published terms requires a return authorisation number, and none was mentioned in anything supplied. Asking for one on the call is still worth doing: if the desk issues them, you want yours on the parcel, and if it does not, you have lost nothing but the question.
Every published timing
Four periods, and they run one after another rather than together. A buyer who adds them up gets a realistic expectation; a buyer who watches only the first will think something has gone wrong.
| Stage | Published period | What it is measured from |
|---|---|---|
| The window | 60 days | The purchase date in the order confirmation email — not delivery, and not the first capsule |
| Return in the post | Not published. No transit time was supplied in either direction | The day you hand the parcel over. Tracking is the only visibility you have |
| Refund issued | 3 to 5 business days | The moment the returned goods are credited — not the moment you posted them |
| Refund reaches the card | A further 5 to 10 days | The moment the refund is issued. This stage belongs to the card network, not to the seller |
Business days and days are not the same unit, and the terms use both. Three to five business days across a weekend is a week; the five to ten that follow are calendar days. With the post at each end, a refund begun late in the window can reasonably take three weeks to appear, and none of that is a departure from the published terms.
Which is the practical argument for starting early. A claim opened on day forty rather than day sixty costs nothing extra and removes every deadline from the process. The window and what it runs from are set out on the guarantee page.
What goes in the parcel
The published requirement is three items, and they are all about letting the desk at the other end find the order your box belongs to. A parcel of bottles with no paperwork is very hard for anyone to process.
- Your full name, as it appears on the order.
- Your email address, the one the confirmation went to.
- The order ID. This is the one that does the work — it is the key to everything the desk can see about your purchase.
Write them on a sheet of paper inside the box rather than only on the outside, where a label can be damaged or covered. Adding the date of your call and the name of whoever you spoke to costs a line and can save a conversation.
Send it to 320 Park Avenue, Floor 15, New York, NY 10022, USA, and send it tracked. Keep a photograph of the parcel contents before you seal it if you want a record of what went back; nothing in the terms asks for one, and it is five seconds.
Do not post anything before you have called
The published procedure starts with a telephone call, and a parcel that arrives without one has to be matched to an order by a desk that is not expecting it. Call first, post second. The same applies to the office address: 5 Times Square, Floor 18, New York, NY 10036, USA is the retail desk’s office, not a returns destination, and a return sent there is a return sent to the wrong place.
If it stalls
Most refunds do not stall. If one does, the sequence below is about evidence rather than about escalation, and each step assumes you have the documents the earlier steps told you to keep.
- Check both clocks have actually run. Three to five business days from the goods being credited, then five to ten days for the card. If the second period is still running, nothing has gone wrong.
- Call the order line with the order ID and the tracking reference. +1 (323) 348-1373. The tracking reference is what establishes when the goods arrived, which is what the first clock is measured from.
- Follow the call with an email to [email protected], restating the dates: purchase, claim, postage, delivery. A chronology in writing is worth more than any adjective.
- If the charge remains unresolved, take it to the card issuer. Card networks have their own dispute procedures and their own time limits, and the documents you have been keeping — order email, tracking receipt, call notes, email thread — are exactly what they ask for.
One route will not help at any point in that sequence. The website email on this site, [email protected], is answered Monday to Friday between 9:00am and 5:00pm Eastern and cannot see orders. It answers questions about what is published here. Writing to it about a refund costs days at the point where days matter most.
What the policy does not say
Three questions are not addressed anywhere in the material supplied. They are set out here rather than guessed at, and all three can be resolved by asking before you buy.
Six questions, none answered in the material this desk was given. The first is the one that decides whether the guarantee means anything on a product sold in thirty-capsule bottles.
The opened-bottle question is the important one and it deserves its plain statement. A sixty-day money-back window on a product you take daily exists so a buyer can try it and change their mind — and trying it means opening a bottle. If only sealed bottles were returnable, the guarantee would cover nothing but the decision not to start. That reading makes the term nearly meaningless, so the sensible interpretation is that opened bottles are covered.
But a sensible interpretation is not a published term, and this site does not print inferences as facts. The honest answer is that it is unanswered, and the fix takes one phone call before you pay. It is also why buying terms score 3 out of 5 rather than higher.
Keeping a record
Everything above depends on four documents. None of them is difficult to keep and all of them are difficult to reconstruct.
The order confirmation email
Purchase date, order ID, the amount charged, and the tracking reference for the outbound parcel. Every other document refers back to this one.
Notes from the call
Date, time, what you asked, what you were told, and the name of whoever you spoke to. Two lines in a notebook.
The email you sent afterwards
The same facts in writing, sent to the sales address on the day. It converts a conversation into a record.
The tracking receipt for the return
Proof of when the goods arrived, which is when the first refund clock starts. Keep it until the money is on the card.
That is the whole of it. The terms on this product are better published than most in this category — a length, an address, a procedure and two timings — and the documents above are what turn published terms into a refund you can actually obtain.
Read the blend row first, then decide
Thirty capsules, one a day. Two named nutrients with percentages that both check out, and then 570 of the 601 milligrams in the capsule inside a proprietary blend with no amounts on it. The live price and the 60-day return terms are both on the seller’s checkout screen.
60-day window · Questions first? Call +1 (323) 348-1373