Refund policy
Customer satisfaction is extremely important to us. Below you will find our return and refund policy, divided by product type and purchase method.
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Standard Products (non pre-order items)
Return Conditions:
Items may be returned within 14 days from the delivery date.
Products must be intact, unused and complete with their original packaging.
For sealed collectible items, the original seal must not be removed.
The customer is responsible for return shipping costs and organization.
Before returning any item, the customer must contact us via email at the address provided in the Customer Service section.
Customers may arrange the return shipment independently, ensuring that the item is properly packed and adequately protected for transport. MaaxStar Collectibles shall not be held responsible for damages caused by insufficient or improper packaging.
Alternatively, customers may request a return shipping label through our partnered courier service:
€9.99 for parcels up to 40x30x30 cm and a maximum weight of 2 kg
€14.99 for parcels up to 50x40x40 cm and a maximum weight of 5 kg
The cost of the return label will be deducted from the final refund once the return has been received and inspected.
All instructions regarding the return address and return procedure will be provided via email once the return request has been approved.
Exceptions:
Returns are not accepted for items specifically sourced or ordered upon customer request, nor for gift cards.
Refunds:
Once the returned product has been received and inspected, we will notify the customer regarding the approval or rejection of the refund request.
If approved, the refund will be processed within 14 days using the original payment method.
Refund processing times may vary depending on the customer’s bank or card issuer.
If the refund has not been received within 15 working days from approval, please contact collectibles@maaxstar.com.
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Pre-Order Products
Some products available on our store may be purchased as pre-orders. This option is available for items not immediately available or currently out of stock, as indicated on the product page.
Pre-Order Payment Terms
Standard Products (non-customized)
Full payment is required at the time of purchase.
Handcrafted Products / Artistic Resin Statues / Limited Editions
For all personalized, handcrafted or unique products (including limited edition artistic resin statues), a 20% non-refundable deposit ("caparra confirmatoria") is required at the time of purchase. The remaining balance will be charged 60 days after the deposit payment or once the product becomes available, whichever occurs first.
Availability & Shipping Times
Release dates displayed on product pages are provided for informational purposes only and may change without prior notice at the discretion of the manufacturer or distributor.
Such changes are beyond our control; therefore, MaaxStar Collectibles shall not be held responsible for delays.
Orders containing pre-order items will only be shipped once all items are available, unless otherwise specified.
Cancellation & Refund Policy for Pre-Orders
Standard Products (non-customized)
Right of Withdrawal:
Customers may withdraw from the purchase within 14 days from delivery without penalties and receive a full refund.
Cancellation before shipment:
Within 14 days from order confirmation → full refund.
After 14 days and before shipment → 20% cancellation fee to cover management, reservation and administrative costs already incurred.
After the order has been handed over to the courier → cancellation is no longer possible.
Handcrafted Products, Artistic Resin Statues & Limited Editions
Pursuant to Article 59, paragraph 1, letter c) of the Italian Consumer Code, the right of withdrawal does not apply.
These products are unique or limited-number pieces, handcrafted by independent studios and specifically allocated to the customer upon pre-order confirmation.
Once the pre-order has been confirmed, cancellations or refunds are not permitted except in cases of manufacturing defects or supplier cancellation.
The 20% deposit will be retained in the event of failure to complete the purchase.
Supplier Cancellation
If a product is cancelled by the supplier, all amounts paid will be fully refunded without deductions.
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Damaged Products & Breakage Management (Resin Statues & Fragile Collectibles)
Damage may occur during international transportation, especially for resin products.
In the event of damage, we will contact the production studio to arrange replacement parts or another suitable solution.
The process may require 1–2 months or longer.
If replacement is not possible, the product may be repaired free of charge or a partial refund may be offered depending on the extent of the damage.
For LED/light system malfunctions, only partial refunds may be granted without replacement.
Damage must be reported within 7 days from delivery.
⚠ Important Notice:
Full refunds and full returns are not permitted unless delivery is impossible.
“Last Stock” products are excluded from complaints, replacements or refunds.
If a repaired product suffers additional damage, only a partial refund may be granted following evaluation.
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Transparency Regarding 3D Renders & Prototypes
Promotional images (renders or prototypes) are for illustrative purposes only and are not contractually binding.
Final products may differ due to:
Handcrafted production
Batch quality differences
Production tolerances
Partial refunds may only be granted if the differences are substantial and significantly alter the nature or intended function of the product.
No refunds will be issued for minor aesthetic differences that do not affect functionality or usability.
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Used, Displayed or Damaged Packaging Products
Products sold as:
Display items
Used products
Products with damaged packaging
Products without original seals
cannot be returned for reasons related to their aesthetic condition, as such conditions are clearly stated within the product description.
Returns or refunds will only be accepted in the following cases:
Clear shipping errors
Undisclosed defects
Right of withdrawal exercised in compliance with applicable consumer protection laws, taking into account the condition of the product at the time of shipment.
📌 Explicit Acceptance
By completing the purchase, the customer confirms having read and accepted this Return & Refund Policy, including but not limited to:
20% cancellation fee after 14 days for standard pre-orders
Withdrawal exclusion for resin / unique products
Limitations regarding used, displayed or damaged-condition products