Our Commitment to Your Satisfaction
At Maxwell Williams Store, we take pride in offering premium kitchenware that enhances your cooking experience. However, we understand that sometimes a product may not meet your expectations. Our Returns & Exchanges policy is designed to ensure your complete satisfaction, reflecting the same quality commitment we put into our baking supplies, cookware, and kitchen essentials.
Returns & Exchanges Timeframe
We accept returns and exchanges for most items within 15 days of delivery. To be eligible for a return or exchange, your item must be in its original condition: unused, unwashed, and in its original packaging with all tags attached.
Step-by-Step Return Process
Step 1: Submit Your Return Request
Contact our customer service team at [email protected] with the following information:
- Your order number
- Product name and quantity
- Reason for return or exchange
- Preferred resolution (refund or exchange)
Step 2: Receive Return Authorization
Within 2 business days, we’ll email you a Return Authorization Number and detailed return instructions. Please do not ship items back without this authorization.
Step 3: Package and Ship Your Return
Carefully package the item in its original packaging, include all accessories and documentation, and ship to:
32 Adavale Road
BAW BAW, AU 2580
Australia
Please include the Return Authorization Number clearly on the outside of the package.
Step 4: Processing Your Return
Once we receive your return, we’ll inspect the item and process your refund or exchange within 3-5 business days.
Refund Timeline and Methods
Refunds will be processed to your original payment method within 7-10 business days after we receive and inspect your return. The refund will appear on your statement based on your financial institution’s processing times.
Refund Methods:
- Credit/Debit Cards: Refunded to your original Visa, MasterCard, or JCB card
- PayPal: Refunded to your PayPal account
Original shipping charges are non-refundable unless the return is due to our error or a defective product.
Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged unless defective:
- Kitchen Linen: Tea towels, aprons, and cloth items for hygiene reasons
- Knives & Chopping Boards: Used cutting implements for safety reasons
- Utensils & Gadgets: Opened or used kitchen tools
- Personalized or custom-made items
- Items not in original condition, damaged, or missing parts
Exchange Policy
We’re happy to exchange items for a different size, color, or product of equal value. If the exchange item costs more, you’ll need to pay the difference. For items costing less, we’ll refund the difference.
Exchanges follow the same process as returns. Please indicate your preferred exchange item when submitting your return request.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange a replacement or refund at no additional cost to you, including return shipping.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to:
- Our error (wrong item shipped)
- Defective or damaged product
- Quality issues
We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Return Request Template
Use this template when emailing your return request to [email protected]:
Dear Maxwell Williams Store Team,
I would like to request a [return/exchange] for my recent purchase.
Order Number: [Your Order Number] Product Name: [Product Name] Quantity: [Number of Items] Reason for Return/Exchange: [Please describe the reason]
Preferred Resolution:
[ ] Full refund
[ ] Exchange for: [Product Name and Details] [ ] Store credit
I confirm that the item is in its original condition, unused, and in original packaging.
Customer Information:
Full Name: [Your Full Name] Email: [Your Email Address] Phone: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]
International Returns
As we serve customers worldwide (excluding some Asian and remote areas), international returns are accepted. Customers are responsible for all return shipping costs and any applicable customs fees or import duties. Refunds will be processed in Australian Dollars (AUD).
Contact Us
For questions about returns or exchanges, please contact our customer service team:
Email: [email protected]
Response Time: Within 2 business days
Business Hours: Monday-Friday, 9:00 AM – 5:00 PM AEST
Thank you for choosing Maxwell Williams Store. We’re committed to ensuring your complete satisfaction with our premium kitchenware products and service.