Refund policy
Last updated: October 12, 2026
Your Right of Withdrawal (14-Day Cooling-Off Period)
Under French consumer law (Article L221-18 of the French Consumer Code), you have the right to withdraw from your purchase within 14 calendar days from the date you (or a third party designated by you, other than the carrier) physically receive the goods. This right applies without any need to justify your decision and without penalty.
To exercise your right of withdrawal, you must notify us of your decision by a clear statement (e.g., by email to info@maxipaw.my or by post to the address below) before the 14-day period expires. You may use the model withdrawal form available upon request, but it is not mandatory.
Return shipping costs: For returns made under the legal right of withdrawal, you are responsible for the direct cost of returning the goods. However, Maxipaw voluntarily covers return shipping costs for all standard returns, and we will provide you with a prepaid return label. This is a commercial commitment that exceeds your legal obligations.
Returns for Defective, Damaged, or Incorrect Items
If you receive a product that is defective, damaged, or different from what you ordered, please contact us within 48 hours of delivery at info@maxipaw.my with clear photos of the product and packaging. After verification, we will cover all return shipping costs and arrange either a replacement or a full refund, at your choice.
Return Conditions
To be eligible for a return (whether under the right of withdrawal or for defective items), the product must be in its original condition, unused, and with all original packaging, tags, and accessories. The following items are not eligible for return: opened pet food, products that cannot be resold for hygiene reasons, and items marked as “final sale.”
How to Initiate a Return
Contact us at:
Email: info@maxipaw.my
Phone: +33 4 42 16 35 00 (Monday–Friday, 9:00 AM – 6:00 PM CET)
Please have the following information ready: where and when you purchased the product, proof of purchase (order number or invoice), product photos, and the reason for your return. Missing information may delay processing.
Our customer service team will respond within 1 business day with a return address and further instructions. Please note that the return address is different from our registered office address and will be provided upon request.
Refund Processing
Once your return reaches our warehouse and passes inspection, we will initiate the refund within 1–2 business days. Refunds are issued to your original payment method. Please note that your bank or payment provider may take up to 8 business days to credit the refund to your account, depending on their processing cycles.
We will notify you by email or phone once the refund has been processed, along with a refund reference number for tracking.
Important: Online-Only Returns
Maxipaw operates exclusively online at maxipaw.my. We do not have physical retail stores. All returns and refunds must be processed through the online channels described above. Returns cannot be completed in person at our registered office address.
Legal Guarantees
Nothing in this policy affects your statutory rights under French law, including the legal guarantee of conformity (garantie légale de conformité, Articles L217-3 et seq. of the French Consumer Code) and the legal guarantee against hidden defects (garantie des vices cachés, Articles 1641 et seq. of the French Civil Code).