Refund policy

FidgetMax Official Refund & Return Policy

Effective Date: May 30, 2026

This Refund & Return Policy ("Policy") applies to all purchases completed on FidgetMax (accessible via support@fidgetmax.com). By placing an order with our store, you acknowledge and agree to the terms and conditions outlined below.

FidgetMax is dedicated to engineering and delivering high-precision metal fidget toys and haptic gear direct from our manufacturing facility to enthusiasts worldwide. Because our products are premium mechanical instruments designed with micro-tolerances, balanced weights, and specialized surface finishes, we maintain clear standards for returns to ensure product integrity and fair service for all customers.

Verification Requirement (Unboxing Video):
To ensure an efficient and accurate assessment of any issues, FidgetMax requires a continuous, unedited unboxing video as the primary verification for claims regarding transit damage, missing components, or manufacturing defects. This video should clearly display the carrier’s shipping label on the sealed package prior to opening. All product evaluations and resolutions will be determined based on this original footage.

1. Return Window
In accordance with retail guidelines, we offer a 14-day return window. You have 14 calendar days from the timestamp the carrier marks your package as "Delivered" to initiate a return request via email. Return requests submitted after this 14-day period are not eligible for review or processing.

2. Product Eligibility Criteria
To qualify for a return, the item must be returned in its original, unaltered factory condition. Due to the high-precision and collectible nature of metal mechanical gear, products must meet the following criteria:
- The item must be unused, unplayed with, and completely free of surface imperfections, including hairline scratches, scuffs, dings, dents, or signs of impact.
- The internal mechanical structures, including bearings, linkages, core components, and magnet alignments, must be fully intact, original, and unmodified.
- The item must be returned inside its original factory packaging, including all inner protective foam, branded boxes, adjustment tools, spare bearings, extra screws, or magnets included in the initial shipment.
- A valid Shopify order number and digital proof of purchase are required.

3. Return Procedure
To initiate a return, please contact our customer support team at support@fidgetmax.com within the 14-day window. 

Upon verification of your request, we will provide you with the designated international return shipping address and specific customs documentation instructions. Items sent back to our facility without prior written authorization from support@fidgetmax.com will not be accepted or eligible for a refund.

4. Shipping Costs and International Liability
Customers are responsible for arranging and paying for all return shipping services. For your protection under e-commerce regulations, you must utilize a shipping carrier that provides end-to-end package tracking. FidgetMax does not assume ownership, liability, or responsibility for items lost, stolen, or damaged during return transit. Returns must be declared accurately according to our instructions to clear international customs; parcels delayed or abandoned due to incorrect customs declarations by the buyer cannot be refunded.

5. Transit Damages and Structural Defects
Please inspect your order thoroughly upon delivery. If your item arrives with a manufacturing defect, missing parts, or transit damage, please notify support@fidgetmax.com within 48 hours of delivery. 

As noted above, a continuous unboxing video must be submitted. FidgetMax reserves the right to evaluate the video evidence to determine whether the issue stems from an authentic factory defect or post-delivery handling (such as impact damage from dropping high-density metals or improper disassembly).

6. Non-Returnable Items & Final Sales
In accordance with standard trade regulations regarding promotional disclosures, the following items are excluded from returns and refunds:
- Sale Items / Clearance Products / Discounted Promotional Bundles: All such purchases are designated as "Final Sale" at the time of purchase and are non-refundable and non-exchangeable.
- Gift Cards: Digital or physical gift cards cannot be returned or redeemed for cash unless required by applicable state law.

7. Exchanges
To receive an alternative model, finish, or configuration, please return the original approved item under the terms above. Once your return is received, inspected, and approved, you may proceed to place a separate, independent purchase for the new item on our store.

8. Physical Inspection and Refund Timelines
Upon arrival at our facility, our technical team will physically inspect the returned product to verify compliance with all eligibility criteria. We will notify you via email regarding the formal approval or rejection of your refund based on the item's condition.

If approved, your refund will be processed and credited back to your original payment method (Credit/Debit Card, PayPal, or Stripe network) within 10 business days. Please note that banking institutions and card issuers typically require an additional 3 to 5 business days to officially process and post the credit to your account balance. 

If more than 15 business days have passed since your return was officially approved and you have not received your funds, please contact our support team at support@fidgetmax.com.

9. U.S. State Law Exceptions
This Policy is structured to comply with federal regulations and individual state consumer protection laws. To the extent that any applicable state law explicitly prohibits the limitation or exclusion of certain return or refund rights, such specific legal provisions shall override the conflicting clauses of this Policy, and the remainder of this Policy shall continue in full legal force and effect.