Returns and Order Cancellations

As Maxigastro exclusively supplies business customers (B2B), no statutory consumer right of withdrawal applies. However, Maxigastro may, at its sole discretion, accept returns under the conditions set out below.

Return Eligibility

Standard products may be returned within 14 days from the date of delivery, provided that:

• The product is unused and in the same condition as supplied.
• The product is complete and free from damage.
• The product is returned in its original packaging or equivalent protective packaging.
• A return has been approved in writing by Maxigastro prior to shipment.

All approved returns are subject to a restocking fee of 15% of the invoice value, with a minimum fee of EUR 70.00, in addition to applicable return freight charges.

Return Freight Charges

The following freight charges apply to approved returns:

Product Weight (including packaging)	Return Freight Charge
Up to 30 kg	EUR 60.00
30–50 kg	EUR 170.00
50–100 kg	EUR 235.00
100–200 kg	EUR 300.00
Over 200 kg	EUR 435.00

Additional freight charges may apply for returns from non-mainland locations, islands, remote regions, or locations requiring special transport arrangements.

Return Procedure

All returns must be approved by Maxigastro in advance.

To request a return, customers must contact Maxigastro in writing and provide:

• Order number
• Product details
• Reason for return

Once the return has been approved, Maxigastro will arrange collection where applicable. Credit notes will be issued after inspection and approval of the returned goods.

Non-Returnable Products

The following products cannot be returned:

• Custom-made or specially manufactured products.
• Special-order or non-stock items sourced specifically for the customer.
• Spare parts.
• Ventilation ducting, extraction motors, and custom ventilation components.
• Consumables.
• Refrigeration and freezer equipment.
• Cold rooms, freezer rooms, and associated components.
• Products which may have been exposed to food, liquids, contaminants, or hygienic risks.
• Products that have been installed, commissioned, modified, or used.

Products identified as special-order items will normally be marked as such on the webshop.

Defective Products and Warranty Claims

If a product is defective upon delivery, the customer must submit a warranty or service claim.

Maxigastro reserves the right, at its sole discretion, to:

• Repair the product;
• Supply replacement parts;
• Replace the product;
• Offer another commercially reasonable solution.

Defective products are not automatically eligible for return or refund.

Incorrect Deliveries

In the event of an incorrect delivery, the customer must notify Maxigastro immediately and no later than 14 days after delivery.

Maxigastro reserves the right to reject claims submitted after this period.

Discounts on Multi-Product Orders

Where a discount has been granted based on the purchase of multiple products, the discount may be recalculated if one or more products are returned. Any resulting adjustment may be deducted from the credit note.

Damaged Products Returned for Replacement

Where a product is returned for replacement due to transport damage or an approved claim, the replacement product will be dispatched after the returned item has been received and inspected, unless otherwise agreed.

Important – Damaged Package

If you receive a shipment with visible damage to the packaging, we strongly recommend that you either:

• Refuse delivery; or
• Note the damage on the carrier's delivery receipt before signing.

Please inspect the shipment carefully before accepting delivery and take photographs of any visible damage.

If delivery is accepted without reservation, the carrier may consider the shipment to have been received in good condition.

Important – Damaged Product

If damage is discovered after unpacking, Maxigastro must be notified within 24 hours of delivery.

The notification should include:

• Order number
• Description of the damage
• Photographs of the product
• Photographs of the packaging

Failure to report transport damage within 24 hours may affect the ability to make a claim against the carrier.