Return Policy

Last Updated: July 2025

At Max Alexander, we want you to love your purchase. If you're not completely satisfied, we're here to help with returns and exchanges.

Return Window

Standard Returns: 14 days from your delivery date
Holiday Returns: Items purchased November 1 - December 24 can be returned until January 31
Sale Items: 14 days from delivery date (store credit only)

What Can Be Returned

Returnable Items

• Regular priced items in original condition
• Sale/discounted items (for store credit only)
• Items that don't fit or aren't the right style
• Wrong size orders
• Items damaged on arrival or with manufacturing defects

Non-Returnable Items

• Final sale items (unless defective)
• Customized or personalized items (unless defective)
• Items that have been worn, washed, or altered
• Items without original tags
• Undergarments and intimate apparel
• Gift cards

Return Shipping Costs

Return shipping costs are determined based on your specific situation. Our return portal will automatically calculate any applicable shipping costs when you initiate your return.

Note: We always cover return shipping for items that arrive damaged or defective.

How to Return Items

1. Start Your Return: Visit our Return Portal and enter your order details
2. Follow the Process: Our return system will walk you through each step based on your specific situation
3. Get Your Return Label: You'll receive return instructions and shipping label (if applicable)
4. Package Your Items: Include original tags, packaging when possible, and your order number
5. Ship It Back: Use a trackable carrier - we recommend USPS, UPS, or FedEx

Return Address: INVIZ c/o Haru
823 W Gardena Blvd
Gardena, CA 90247

Item Condition Requirements

To be eligible for return, items must be:

• Unworn and unused
• In original condition with all tags attached
• Free from odors, stains, or damage
• In original packaging when possible

Refunds & Processing

Refund Timeline: 3-5 business days after we receive your return
Refund Method: Original payment method (minus original shipping costs)
Store Credit: Issued immediately upon proof of return shipping

Gift Returns: Store credit only at current selling price

Exchanges

The fastest way to get your preferred item is to return what you have and place a new order. This ensures you get exactly what you want and helps us process your request quickly.

Special Situations

International Returns

• EU Customers: 14-day cooling off period applies
• Return Shipping: Customer pays return shipping costs (except for defective items)
• Processing Time: Allow 14-21 business days for international returns
• Compliance: Please ensure returns comply with your local customs regulations

Defective or Damaged Items

Contact us immediately at support@maxalexander.store with:

• Your order number
• Photos of the damage or defect
• Description of the issue

We'll provide a prepaid return label and full refund or replacement at no cost to you.

Bundle Discounts

If you received a discount for purchasing multiple items together, you must return all items to keep the discount benefit.

Contact Us

Email: support@maxalexander.store
Response Time: Within 2 business days
Business Hours: Monday - Friday, 9 AM - 4 PM PST

Please allow additional 1-2 business days for responses during new launches and restocks.

Important Notes

• We cannot accept returns sent COD (collect on delivery)
• Original shipping costs are non-refundable
• We're not responsible for return packages that aren't trackable
• If more than 15 business days pass after return approval, please contact us

This policy complements our Terms of Use. For faster processing or specific questions not covered here, please email support@maxalexander.store