Returns Policy

MAXCEI is fully committed to respecting consumer rights in accordance with Decree-Law No. 24/2014 (distance selling) and Decree-Law No. 84/2021 (consumer rights). This policy clarifies the return conditions applicable to online and in-store purchases.

1. Right of Withdrawal

Product condition: Regardless of the purchase channel, the product must be returned with no signs of use or installation, in its original packaging, accompanied by the purchase invoice. The product may be visually inspected after removal from its packaging, but must not have been installed or used. Products showing clear signs of installation (tightening marks, electrical connection traces, etc.) may be subject to a depreciation deduction or refusal of refund. Original product seals, labels and identification tags must remain intact — their removal or damage may prevent the exchange, return or refund from being processed.

Online Purchases

For purchases made at a distance (online store), the law grants consumers the right of withdrawal without the need to provide any reason.

• Period: 14 consecutive days from the day after receipt of the product.
• Refund: MAXCEI will refund the product value plus the base shipping cost. The refund will be issued via the original payment method or by bank transfer. Refunds may not be replaced by store credit without the customer's express consent.
• Return shipping: If the return is not due to a product defect, return shipping costs are the customer's responsibility. If the product has a conformity defect, MAXCEI covers the collection or return shipping costs.

In-Store Purchases

Portuguese law does not require physical stores to accept returns due to change of mind. Nevertheless, MAXCEI voluntarily adopts a customer-friendly return policy:

• Period: We accept returns within15 days of the purchase date.
• Refund: Refunds are issued via the original payment method or by bank transfer.

2. How to Process a Return

In-Store Purchases & Click and Collect

You may visit any MAXCEI store in Portugal to process the return in person. The return will be handled immediately at the counter.

Online Orders with Home Delivery

Returns for orders delivered to a home address must be processed exclusively by post, following these steps:

1. Contact us by e-mail or via the Contact Us page to obtain authorisation and return instructions.
2. Fill in the Return Form provided by MAXCEI with your order number and place it inside the parcel.
3. Pack the product in its original packaging and send it to the address indicated in the return instructions.

Please note: Returns for home-delivery orders must always be initiated through the channels above before visiting a store. Without prior authorisation, the return cannot be correctly processed in store — please follow the procedure described above to ensure a smooth and timely resolution.

3. Refund Timeline

Upon receipt and validation of the returned item, MAXCEI will process the refund within a maximum of 15 days, via the original payment method or by bank transfer.

4. Right of Rejection

Under Decree-Law No. 84/2021, if a product presents a conformity defect within the first 30 days of delivery, the consumer has the right to request immediate termination of the contract and a full refund, or to demand replacement of the product — without being required to accept prior repair by the seller. This right applies to both online and in-store purchases.

5. Non-Eligible Products

The following products are not eligible for return due to change of mind, regardless of the purchase channel:

1. Custom or made-to-order parts — including rain deflectors, custom-fit mats, mats sold by the metre, vinyl by the metre and cable by the metre.
2. Products with broken tamper-evident seals — including pens, oils, fluids and sealed sensors, where opening makes resale impractical.
3. Parts already installed on a vehicle — once installed, a part is no longer considered new and cannot be resold as such.
4. Snow chains — returns are not accepted, regardless of whether they have been used or not.

In all these cases, statutory warranty rights for conformity defects remain fully applicable, as described in our Warranty Policy.

6. Return Form

Print, complete and include this form inside the parcel being returned. The form is required for processing the return and refund.