Our Return Policy
We have a 30-day return policy for unopened items, which means you have 30 days after receiving your item to request a return. Due to health and hygiene requirements for oral care products, we cannot accept returns of opened or used products.
Customer Satisfaction Guarantee
We stand behind our products! If you're not completely satisfied with the effectiveness of our natural oral care products, please contact us within 30 days. We're committed to working with you to find a solution, which may include product recommendations, usage guidance, or store credit for alternative products.
Return Eligibility
Returnable Items (Unopened Only):
- Items in original, unopened packaging with all seals intact
- Products in the same condition as received
- Items with original receipt or proof of purchase
- Returns requested within 30 days of delivery
Non-Returnable Items (Health & Hygiene):
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Opened oral care products - for health and hygiene reasons, we cannot accept returns of any opened toothpaste, toothpowder, or oral care products
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Used or partially used products - any product that has been opened or used
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Products without original packaging or with damaged seals
- Sale items or clearance products
- Gift cards
- Custom or personalised orders
Why We Don't Accept Returns of Opened Oral Care Products
For health and hygiene reasons, and in accordance with personal care product industry standards, we cannot resell or accept returns of oral care products that have been opened or used. This policy protects the health and safety of all our customers.
How to Request a Return
For Unopened Items:
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Contact us at contact@maxwellandmcintyre.com within 30 days of delivery
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Include your order number and reason for return
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Wait for approval - we'll respond within 24 hours with return instructions
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Ship to: Maxwell & McIntyre Limited, 537H Kerikeri Road, RD3, Kerikeri, Northland, 0293
For Product Satisfaction Issues:
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Contact us at contact@maxwellandmcintyre.com to discuss your experience
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Describe the issue you're experiencing with the product
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Work with us to find a suitable solution or alternative
Please note: Items sent back without prior approval will not be accepted.
Damages and Defective Items
Inspect your order immediately upon delivery. Contact us at contact@maxwellandmcintyre.com if:
- Item is defective or damaged during shipping
- You received the wrong product
- Packaging is damaged or compromised
We will immediately replace defective items or provide a full refund at no cost to you.
Return Process
Approved Returns:
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Return authorisation provided within 24 hours
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Return shipping label provided for your convenience (for defective items)
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Return address and specific instructions included
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Tracking information kept for your records
Return Shipping:
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Customer responsibility for unopened item returns (unless defective)
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Our responsibility for defective or damaged items
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Prepaid labels provided for defective items
Exchanges
We don't currently offer direct exchanges. For the fastest service:
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Return the unopened item following our return process
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Place a new order for your preferred product once return is approved
European Union - 14 Day Cooling Off Period
EU customers have enhanced rights: You may cancel or return your order within 14 days for any reason, without justification. However, health and hygiene regulations still apply - opened oral care products cannot be returned even under EU cooling off provisions, as they pose health risks for resale.
For eligible returns, items must be:
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Unopened with original packaging intact
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In original condition as received
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Accompanied by receipt or proof of purchase
Refunds
Refund Process:
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Inspection - we'll inspect returned items within 3 business days
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Notification - we'll email you about refund approval
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Processing - approved refunds processed within 5 business days
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Payment - refunds credited to your original payment method
Refund Timeline:
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Processing: 5 business days after we receive your return
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Bank processing: Additional 3-7 business days depending on your bank
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Total timeline: Usually 8-12 business days from when we receive your return
Refund delays? If more than 15 business days have passed since we approved your return, please contact us at contact@maxwellandmcintyre.com.
Natural Products Considerations
Product Characteristics:
Our natural oral care products may vary slightly in colour, texture, or scent due to natural ingredient variations. These natural variations are not considered defects and do not qualify for returns.
Ingredient Sensitivities:
If you have specific ingredient sensitivities or allergies:
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Review ingredient lists carefully before purchasing
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Contact us with questions about specific ingredients
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Consult with your healthcare provider if you have concerns
Product Effectiveness:
Natural products may take time to show results. We recommend:
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30-day trial period for best results assessment
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Consistent use as directed for optimal effectiveness
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Contact us if you have questions about usage or results
Customer Support
Contact Information:
What to Include in Your Message:
- Order number
- Product name
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Detailed description of issue or concern
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Photos (if applicable for damaged items)
Our Commitment
At Maxwell and McIntyre, we're committed to your satisfaction with our natural oral care products. While hygiene requirements limit our ability to accept returns of opened products, we're always here to:
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Answer questions about product usage and ingredients
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Provide guidance on choosing the right products for your needs
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Work with you to resolve any concerns about your purchase
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Ensure quality through our rigorous quality control processes
Questions?
Have questions about returns or our products? Contact us at contact@maxwellandmcintyre.com - we're here to help!
This policy applies to all purchases made through our website and ensures the health, safety, and satisfaction of all Maxwell and McIntyre customers.