Refund Policy
Satisfaction Guarantee
At Max & Lily®, your satisfaction is our priority! If your order doesn't meet your expectations, don't worry – we're here to help you every step of the way. If your order doesn't meet your expectations, don't worry – we're here to help you every step of the way. We offer hassle-free returns with pickup right from your doorstep.
Returns Policy
We gladly accept returns of new, unused, unassembled, and undamaged items within 30 days of delivery receipt. We aim to ensure your return process is smooth and stress-free.
To start your return, simply fill out our Return Request Form. Once completed, our Customer Service team will guide you through the next steps.
Packaging & Shipping
We kindly ask that returned items are shipped back in their original packaging if possible. If the packaging is no longer available, please ensure proper packaging to prevent any damage during transit.
Contact our Customer Service team for a return shipment authorization and detailed delivery instructions. Please note that your estimated shipping charges reflect our discounted rates.
Refunds & Credits
Once we receive your return and ensure that the items are in good shape, we will issue a refund. Please note that there may be a 10% restocking fee. If you opt for a store credit, the restocking fee will be waived - our way of saying thank you!
We're committed to making your return experience hassle-free and pleasant. If you have any questions or concerns, don't hesitate to reach out to us. Your satisfaction is our top priority!
Warranty
We offer a one-year warranty from the date of delivery, covering any defects in materials or workmanship. If you encounter any issues with your Max&Lily product, just let us know, and we’ll arrange for repairs, replacement parts, or a full replacement if necessary.
Please keep in mind that our warranty is non-transferable and doesn’t apply to resold items. It’s valid only for products used as intended and under normal conditions. Any damage or defects caused by misuse, accidents, modifications, or commercial use won’t be covered under our warranty.
Final Sale Items
Mattresses are final sale and cannot be returned.
We’re happy to accept returns of the Fold 'n Fun Lounger Chair and Couches—as long as they’re unopened, unused, and still in their original packaging. Unfortunately, we cannot accept them once they've been opened and removed from their packaging.
Shipping & Return Policy for Canada, Alaska, & Hawaii
We’re thrilled to bring our products to families near and far! Due to the extended shipping journey, we cannot accept returns or exchanges on all orders to Canada, Alaska and Hawaii.
If any parts arrive damaged or missing, we’re happy to provide replacements. However, please note that shipping costs for replacement parts will be the customer’s responsibility.
Bundles
Bed and accessory bundles (e.g. bunk beds with desks, loft beds with slides, etc.) are one item. Any exchanges or returns must be done with both the bed and accessory together.
Missing Parts or Order
Please complete the replacement request form on our website.
Due to increased order volume, we are experiencing delays in processing replacement part orders. We thank you for your understanding and patience.
MISSING, DEFECTIVE OR DAMAGED ITEMS
We want to ensure your complete satisfaction with every order. If you discover any missing or damaged parts, please let us know within 30 days of receiving your order. Please send us photographs of the issue from various angles and distances. If available, include photos of the original packaging, as it may have been damaged during transit. Our Customer Service team will work with you to arrange for necessary replacement parts. We're here to help make things right!
MISSING ORDERS
For orders confirmed as delivered by FedEx, please report any missing items within 14 days of the tracked delivery date. Your satisfaction is our priority, and we'll work swiftly to resolve any issues.
Changes & Cancellations
We understand that sometimes plans change. While we strive to accommodate all requests, please understand that due to our timely shipping and processing times, we may not be able to fulfill every change or cancellation request. Once an order has begun processing or has been shipped, changes or cancellations may not be possible.
If you need to request a change or cancellation, please reach out to us at customercare@maxandlily.com. We're here to assist you every step of the way!
