Refund policy

Refund & Returns Policy
At MAX'S, we are committed to producing the highest quality sports nutrition products. We stand behind the quality of our products and are committed to meeting our obligations under the Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement, refund or other remedy if a product:

is faulty or defective;
is significantly different from its description or sample;
does not meet acceptable quality;
is not fit for its intended purpose; or
arrives damaged during shipping.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Change of Mind
Due to the nature of food and nutritional supplement products, we are generally unable to accept returns or offer refunds for change of mind, incorrect product selection, or if you simply decide you no longer want the product.

Please choose carefully before purchasing.

Damaged, Faulty or Quality Concerns
If you believe a product is damaged, faulty or has a quality issue, please contact our Customer Service team as soon as possible after receiving the product.

To help us assess your claim, we may request:

your proof of purchase;
the product batch number and expiry date;
photographs or videos of the product and packaging;
a description of the issue experienced; and
return of the product for quality assessment - when deemed necessary

Reasonable Consumption Guideline
Where a claim relates to product quality, taste, texture, appearance, performance or an alleged manufacturing defect that cannot be confirmed without inspection, we ask that no more than 20% of the product has been consumed before a claim is submitted.

This guideline enables our Quality Assurance team to properly investigate the issue and determine whether the product is affected by a manufacturing or quality defect.
Claims involving products that have been substantially consumed may not be able to be fully assessed, and this may affect our ability to determine an appropriate remedy where permitted by law. However, this guideline does not limit or replace your rights under the Australian Consumer Law. Each claim will be assessed individually based on the available evidence and the circumstances of the claim.

Product Assessment
Where appropriate, returned products may be inspected by our Quality Assurance team.

If our assessment confirms the product has a manufacturing fault, quality defect or other issue covered by the Australian Consumer Law, we will provide an appropriate remedy, which may include:

a replacement product;
a refund;
store credit (where agreed); or
another remedy available under the Australian Consumer Law.

If our assessment determines that the product is not faulty or does not have a manufacturing or quality defect, we may return the product to you and may decline the refund request where permitted by law.

Shipping Damage
If your order arrives damaged:

notify us within 7 days of delivery where possible;
retain all packaging and damaged goods; and
provide photographs of both the product and the shipping carton.

We will work with you and the freight carrier to resolve the issue as quickly as possible.

Return Shipping
Where a return is required to assess a valid warranty or consumer guarantee claim, we will advise you of the return process.
If a product is confirmed to be faulty or does not meet the consumer guarantees under the Australian Consumer Law, we will reimburse any reasonable return shipping costs where applicable.

How to Make a Claim
To start a return, you can contact us at info@trindykid.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@trindykid.com.

Please have ready for all return requests:

your order number or proof of purchase;
your contact details;
a description of the issue;
photographs where available; and
any other information requested to assist our assessment.

We aim to assess claims as quickly as possible and will keep you informed throughout the process.