I. Payment Policy
We only support PayPal as the payment method. PayPal is a globally prevalent email-based payment platform with a massive global user base, featuring simple registration procedures and user-friendly interfaces. Meanwhile, the platform is equipped with a comprehensive transaction supervision and rights protection mechanism, which can effectively regulate transactions between buyers and sellers. With efficient and stable transaction procedures, it serves as a secure, efficient and reliable standardized global payment channel.
II. Delivery & Shipping Policy
1. Shipping Instructions for Graphic Kit Products
All Maxcross Graphic kit products are globally delivered by FEDEX. We adopt FedEx Zone series or FedEx International Priority series shipping solutions based on customers’ countries and regions. Renowned for its efficient, stable, safe and reliable service quality, FEDEX enjoys a sound global industry reputation and is a widely recognized international courier brand, which can ensure the safe, fast and punctual delivery of products. After your order is shipped, a valid FEDEX tracking number will be provided. You can click the tracking number on the order page of your personal account to check the real-time shipping track and logistics status of your goods.
2. Delivery Instructions for Printable Files
After you complete the payment for printable file services, we will contact you promptly and send you the PPT document introduction of the corresponding printable files for your review. You may check the document content, put forward adjustment requirements according to your actual production equipment specifications, or confirm delivery in accordance with the standard document specifications. We will deliver the complete files to the email address reserved in your order strictly based on your final confirmation, completing the entire delivery process of printable files.
III. Tax & Customs Policy
1. We recommend that customers fill in their personal VAT number, TAX Number, or FEDEX account for import customs clearance when registering an account. Customers from the European Union and Australia must fill in their personal VAT or ABN number. If you did not fill it in during registration, please go to the My Account > Personal Information page to add it.
2. We can directly use your tax code for shipping declaration and appropriately reduce the declared value to help you reasonably avoid high import taxes. We will also notify you of relevant information via email as part of our attentive service.
3. For customers in the United States, we use the DDP shipping method. All taxes will be pre-paid to FEDEX and integrated into the shipping cost. Therefore, US customers will see the tax-included shipping cost when placing an order.
IV. Return, Refund and After-Sales Policy
All purchases, including Graphic kit physical products and printable file services, are covered by our comprehensive after-sales service. We have formulated humanized and standardized return, refund and compensation mechanisms for various product and service problems that may occur during transactions. You can access the after-sales application form page via the after-sales service link at the bottom of the order page in your personal account, fill in and submit your problem details to initiate an after-sales request, and we will handle your after-sales matters in a timely manner.
1. After-Sales Mechanism for Graphic Kit Products
The after-sales service of Graphic kit physical products is valid for 45 days after product receipt, with exclusive targeted solutions for different product problems:
- 1.1 Shipping Damage (Full Refund)
If your received Graphic kit product is damaged during transportation, you can apply for a full refund. After receiving the product, please take complete and clear detailed photos of the damaged product with the outermost reinforced outer package unopened, and submit the materials and problem description via the official after-sales form. We will review the submitted information, verify the shipping damage with FEDEX, and process a full refund for you after successful verification. - 1.2 Inconsistency with Product Description (Full Refund)
If your received Graphic kit product is inconsistent with the order information or service description, including but not limited to mismatched size, incorrect bike production year, inconsistent design elements and layout, and deviations in product detailed specifications and quality from the description, you can apply for a full refund. Please take clear real photos of the product and submit the problem description and relevant materials via the after-sales form. We will complete the review quickly and issue an unconditional full refund after confirmation.
- 1.3 Wrong Item Selected by Customer (Self-Paid Return)
If your purchased Graphic kit product cannot be used due to you selecting the wrong compatible bike model when placing an order due to personal operational reasons, you can apply for a self-paid return. You shall bear all transportation fees and relevant taxes incurred by the return, and ensure the product is intact, complete with all accessories and in good condition, then return it via the original shipping channel.
- 1.4 Personal Change of Mind (Self-Paid Return)
On the premise that the product has no quality defects, shipping damage or description inconsistency, if you change your purchase intention, dislike the product or no longer need it due to personal subjective reasons, you can apply for a self-paid return. You shall bear all return transportation fees and taxes, and ensure the product is brand new, free of installation or usage traces and complete with all accessories before returning it via the original channel. All personalized customized products do not support returns due to personal reasons. - 1.5 Manual Damage During Installation (Self-Paid Replacement)
Within the 45-day valid period after product receipt, if any part of the Graphic kit product is irreversibly damaged due to manual operational errors during installation or use, you can enjoy our after-sales policy of free material replacement with only shipping fee paid. You may upload clear photos of the damaged part via the after-sales form to submit your application. After our review and approval, we will issue a shipping fee invoice via PayPal. After you complete the shipping fee payment, we will provide free replacement of the damaged accessories. This service is only valid within 45 days after product receipt and will not be accepted upon expiration.
2. After-Sales Mechanism for Printable File Services
The after-sales rules for printable file services are simpler compared with physical products. Before final delivery of all files sent via email or available for download, we will provide PPT documents for customers’ review and confirmation. Therefore, our printable file service only provides after-sales revision or refund support for problems where the file specifications do not match the standard shell specifications of the corresponding bike model, with no fixed after-sales time limit.
If you find that the specifications of the printable files deviate from the standard shell specifications of the corresponding bike model after production, you can submit an after-sales application. You need to provide detailed real photos of the problem, clarify the specification deviation, and exclude problems caused by your own production equipment errors or manual operational mistakes. We will revise the file specifications free of charge after verification, with no time limit.
You may also apply for a refund for such specification inconsistency problems. Due to uncontrollable factors in the production process including equipment and manual operations, all such refund applications require friendly negotiation and mutual confirmation between both parties to reach a final processing solution.
V. Service Optimization and Feedback
All services of Maxcross Design are built on positive interaction and mutual trust with customers. If you find any deficiencies or areas for improvement in our service procedures and policy terms during your shopping and service experience, please feel free to put forward your valuable suggestions. We will listen carefully, follow up actively, continuously optimize and improve our service system and relevant rules, and strive to provide customers with better service experience.
