Refunds & returns

Something wrong with your order? We aim to find a fair, straightforward solution. Contact us with your order number and a description of the issue.

Damaged, incorrect or defective items

Check your parcel on receipt and tell us promptly when you notice a problem. Report hidden defects as soon as you discover them. Keep packaging and batch details where possible; photos can help. Do not consume food that may be unsafe.

Depending on the circumstances and your rights, we offer a replacement, price reduction or refund. We pay necessary return costs caused by our error or a defect. You do not have to resolve the issue with DPD yourself: MaxKiwi remains your point of contact.

Changed your mind?

Swiss law provides no general withdrawal right for online purchases. MaxKiwi nevertheless offers private customers a voluntary return within 14 days of receipt for non-perishable, unopened and unused items in their intact original packaging. Request your return within this period, then send it within 14 days of receiving our instructions.

Fresh or rapidly perishable goods, opened food and products with a removed hygiene seal are excluded from this voluntary offer. Your rights for defective or incorrect goods are never restricted by these exclusions. You pay return postage for a change of mind. If your entire order is returned and accepted under this offer, we also refund the original standard delivery charge; any express surcharge is excluded.

Cancellations and pre-orders

You may request cancellation without charge before dispatch. We will confirm whether the parcel can still be stopped. Pre-orders can be cancelled before dispatch, with any amounts paid for the cancelled items refunded. If an item ultimately cannot be supplied, we will refund you.

Arranging a return

Start with our contact form. We will provide the appropriate return address and method. Our registered administrative address is not an automatic returns address. Do not send damaged food back without our instructions or retain anything that poses a health risk.

When will I receive my refund?

We issue agreed refunds within 14 days after receiving the return or confirming that no return is necessary. Where possible, we use the original payment method and add no refund fee. Your bank or payment provider determines how long it takes to appear on your account.

Statutory rights for defects remain applicable. Swiss legal notification and limitation periods are not replaced by our voluntary 14-day offer.