We are committed to providing a safe and hassle-free shopping experience. If you experience any issues with the product you receive, you may request a return in accordance with the terms and conditions below.

WHEN CAN I REQUEST A RETURN?

You may request a return if any of the following conditions apply:

1. The product is damaged or has a manufacturing defect (e.g. sole separation, torn stitching, imperfect material, etc.).
2. You received the wrong product, model, or size.
3. The size does not fit (too big or too small).
4. The product does not match your order or has missing components.

RETURN TERMS & CONDITIONS

To be eligible for a return:

1. The product must be in new and unused condition.
2. All brand labels, hangtags, and the original box must be complete and in good condition.
3. An original unboxing video is required as proof when opening the package. Claims without an unboxing video cannot be processed.
4. Return requests must be submitted within 7 calendar days of receiving the product.
5. The product must be returned in its original packaging (Geoff Max shoe box or shipping bag).
6. Products damaged due to personal use, accidents, or negligence are not eligible for return.

RETURN EXCLUSIONS

We are unable to process returns under the following circumstances:

1. The product has already been used (unless a minor defect is discovered within 14 days of normal use).
2. Differences in color caused by lighting conditions or screen display settings.
3. Incorrect purchases, change of mind, or other personal reasons.
4. Limited edition products, discounted items, or special promotional products with specific terms stated in the product description.

HOW DO I REQUEST A RETURN?

1. Please contact Geoff Max Customer Support within 2 × 24 hours (48 hours) of receiving your order.
   1. WhatsApp: +62 821-3218-1738
   2. Operating Hours: 09:00 – 21:00 WIB (Monday–Friday)
2. Please prepare the following information for verification:
   1. Order Number / Order ID
   2. Full Name and Phone Number
   3. Reason for Return
   4. Unboxing Video and Photos of the Product Condition
3. Our Customer Support team will verify your request and provide a return form along with the return address.
4. Once your return request has been approved, please send the product together with the completed return form to Geoff Max within 2 × 24 hours (48 hours) after receiving confirmation.
5. After shipping the package, please send a photo of the parcel and the shipping receipt (AWB) to our Customer Support team for tracking purposes.
6. All returned products will undergo a Quality Control (QC) inspection before any replacement or refund is approved.

REPLACEMENT & REFUND

1. Replacement products will be shipped once the returned item passes our QC inspection.
2. If replacement stock is unavailable, a refund will be issued via bank transfer or e-wallet, based on the payment details you provide to Customer Support.
3. Refunds are processed within 3–5 business days after the returned product has been received and verified.
4. Geoff Max will cover the return shipping cost if the issue is due to our error (e.g. defective product, wrong item sent, or manufacturing defect).
5. If the issue is due to customer reasons (e.g. incorrect size selection or change of mind), the return shipping cost will be the customer’s responsibility.

ADDITIONAL NOTES

1. We kindly ask that you refrain from leaving negative reviews or public complaints before the return process is completed, so our team can provide the best possible solution.
2. Returns cannot be processed without the original, unedited unboxing video.
3. Refunds will be issued based on the full value of the returned product only and do not include the original shipping cost.
4. This return policy applies exclusively to purchases made through the official Geoff Max website: geoff-max.com.