1. Scope
- This policy covers every complaint about Tiximax proxy shopping, international shipping, customs clearance and fulfillment: damaged, lost or delayed goods, cost discrepancies, and the handling of personal information.
- Product quality issues caused by the seller or another third party are handled under the Disclaimer Policy. Tiximax helps you deal with the seller but is not liable for compensation.
2. Deadline for complaints
- Complaints about the condition of goods must be submitted within 48 hours of receiving them.
- If goods do not arrive within the expected time, please contact Tiximax as soon as you notice.
- Complaints submitted after these deadlines may not be accepted.
3. How to submit a complaint
- Contact us through the official support channels (phone, email) listed on the Contact page of the Tiximax website.
- Please provide the tracking or order number, shipping date, item names and quantities, declared value, and a description of the issue.
- For damaged or missing items: an unboxing video recorded continuously from before the seal is opened, plus photos of the outer packaging and shipping label.
4. Process and timeframe
- Tiximax confirms receipt, then checks the facts with the warehouse, shipping partners and other parties involved.
- Tiximax replies with the outcome within 3–5 business days of receiving complete information.
- Complaints about personal information are answered within 24–72 hours, as set out in the Privacy Policy.
5. Compensation and refunds
- Compensation is capped at the declared value of the goods and does not exceed the carrier’s insurance limit; see the Cargo Insurance Policy for details.
- Payment is by bank transfer, credit against future orders, or another method agreed with you, within 5–10 business days of agreement.
- Refunds for goods lost through Tiximax’s fault are made within 3–5 business days of the investigation’s conclusion, as set out in the Cancellation & Refund Policy.
6. When complaints cannot be accepted
- The complaint is submitted after the deadline.
- Sufficient evidence is not provided, or you do not cooperate with verification.
- The loss results from force majeure, or customs seized the goods because of a legal violation or incorrect declaration.
7. If no agreement is reached
- Both parties will first seek to resolve the matter by negotiation. If that fails, the governing-law provisions of the General Terms apply.