Returns and Refund Policy

Only products purchased from Maven or Maven-authorized resellers are covered by the return policy and limited warranty. Products purchased from unauthorized resellers and used products cannot be returned to Maven and are not covered by the limited product warranty.

Maven will not accept any returns of products and will not provide any exchanges or refunds of products except in strict compliance with this return policy and limited product warranty, including the terms of no-questions-asked returns and warranty returns.

Types of returns

Returns of a Product by you to Maven may be either (a) No-Questions-Asked Returns (defined below), (b) Warranty Returns (defined below), or (c) Cancelled Membership Returns (defined below). Maven reserves the right to treat a return of a Product in its sole discretion based on the Product’s condition upon receipt thereof. Maven will reject any return of a Product that is not either a No-Questions-Asked Return or a Warranty Return or a Cancelled Membership Return and reserves the right to return such Product to you in its sole discretion.

No-questions-asked returns

You may return any Product to Maven for any reason (a “No-Questions-Asked Return”) within thirty (30) days from the date the item is received (the “No-Questions-Asked Return Period”) if all of the following occurs:

• A return authorization request is received by Maven Support Team indicating that the return is a No-Questions-Asked Return at [e-mail] (for feedback, we would greatly appreciate it if you could provide us the reason, although you don’t have to);
• A label and invoice are provided by email, in PDF format, which must be printed and included with the returned Product ( meaning both Starter-bundle and Smart collars);
  
• The Product is returned to Maven in perfect working condition;
  
• Maven must receive the returned items within fifteen  (15) days after the label has been issued;
• Important notes:
  In the case that the Product was not charged upfront please note: The shipping label will expire on the 16th day after the date of issuance, at which time any returned Product will be refused and the current retail price will be charged;
  
• In the case that your kit was charged upfront please note: The shipping label will expire on the 16th day after the date of issuance, at which time any returned Product will be refused and no refund will be issued.
  
• the Product is placed for shipment to Maven with an Authorized Shipper (defined below under “Shipment”); and 
• such Authorized Shipper (defined below under “Shipment”) issues a tracking number for the shipment to Maven of the Product within the No-Questions-Asked Return Period.
  
  

Note: Current Full Retail Price is $225 (Starter-bundle), $25 (per Smart-collar)

For valid No-Questions-Asked Returns, Maven will refund the purchase price paid for the Product (only applies in case you purchased the Starter-bundle/ Smart-collar upfront). However, Maven retains the right to refuse acceptance of any return or charge you a restocking fee up to the original price or the current full retail value of missing parts and accessories, whichever is higher, in the following cases:

• Return without the shipping label provided by Maven;
• Return the Products without all parts and accessories originally included in your purchase;
• Return the Product with unauthorized shipped;

Maven will not accept any Product for a No-Questions-Asked Return beyond the No-Questions-Asked Return Period or that does not otherwise comply with the above terms. Maven reserves the right to return a Product to you in its sole discretion for any No-Questions-Asked Return that does not comply with the above terms.

By your shipment of a Product to Maven for a No-Questions-Asked Return, you agree that Maven may contact you if necessary to obtain further information regarding the Product.

Warranty Returns

Maven warrants to the original purchaser that Products shall be free from defects in materials and workmanship under normal use (the “Limited Product Warranty”) for a period of one (1) year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Product in the EEA, the warranty period is two (2) years from the date of purchase (the “Warranty Period”).

If such a defect arises, all of the following must occur prior to Maven’s acceptance of a return of a defective Product for warranty service (a “Warranty Return”):

1. a return authorization request is received by Maven indicating that the return is a Warranty Return;
2. the defective Product is placed for shipment to Maven with an Authorized Shipper (defined below under “Shipment”); and
3. such Authorized Shipper (defined below under “Shipment”) issues a tracking number for the shipment to Maven of the defective Product within the applicable Warranty Period.

For valid Warranty Returns that are not found to be subject to any exclusion or limitation (as described below), Maven will, at its option and to the extent permitted by law, either: (i) repair the Product at no charge, using new or refurbished replacement parts; (ii) replace the Product with a new or refurbished Product; or (iii) refund the purchase price for the Product. In the event of such a defect, to the extent permitted by law, these are your sole and exclusive remedies. Shipping and handling charges may apply except where prohibited by applicable law. This Limited Product Warranty is valid only in the jurisdictions where the Products are sold by Maven itself or through any authorized reseller or agent and is valid to the extent permitted by the applicable laws of such jurisdictions. Any replacement Product will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer, or for any additional period of time that may be required by applicable law.

By your shipment of a defective Product to Maven for a Warranty Return, you agree that Maven may contact you if necessary to obtain further information regarding the defective Product.

Canceled Memberships Returns

You may cancel your Maven subscription before your renewal date (be it after 1 month, 1 year, or 2 years) by contacting our customer support team. 

We count the renewal date as two weeks before your next payment.

If you wish to cancel your subscription you need to reach out to our team at [e-mail].

Our team will first and foremost request feedback as to why you wish to cancel in order to collect information as to why you did not have a stellar experience. You may not wish to provide feedback ( and you don't have to), but please note that feedback is relevant to Maven as it allows us to improve our user experience.

There are two scenarios in place:

1. In case you purchased the Product upfront (both Starter-bundle and Smart-collars) - If you confirm your intent to cancel the following steps will be:

• Fill out the cancelation form provided by the Customer Service team;
• The team will reach out to you just to get a bit of feedback;
• Your subscription will be canceled;2. In case you did not purchase the Product upfront - If you confirm your intent to cancel the following steps will be:
  
  

2. In case you did not purchase the Product upfront - If you confirm your intent to cancel the following steps will be:

1. A Return label and invoices will be issued and provided by email, in PDF format, which must be printed and included with the returned Products;
2. the Product is returned to Maven with all of its original packagings using the prepaid return shipping label emailed to you;
3. Maven must receive the returned items within fifteen (15) days after the shipping label has been issued. The shipping label will expire on the 16th day after the date of issuance, at which time any returned Product will be refused.
4. If the Product is not received within 15 days of the cancelation date, Maven retains the right to charge you a restocking fee up to the retail value of missing parts and accessories, whichever is higher.
5. If the Product is received incomplete or has broken or damaged parts, Maven retains the right to charge you a restocking fee up to the retail value of missing parts and accessories, whichever is higher.

Note: Current Full Retail Price is Retail Price is $225 (Starter bundle), $25 (Smart collar) 

Refunds

Refunds are processed and paid within two (2) weeks of Maven’s reception of the Product. All refunds are processed via the same payment method used to make the purchase. Shipping, processing, handling charges, subscription costs, and taxes are not refundable. All return shipping charges will be discounted from the amount refunded (up to 10% of the total order), and you assume the risk of loss and damage of the return while in transit to Maven. If you purchased Products from a third party, such a party will provide information about eligible returns. Returns to resellers are subject to the reseller’s return policy, which may differ from Maven’s.

How to obtain warranty service

Request for Return Authorization and Proof of Authorized Purchase 

To obtain warranty service, a return authorization must be requested from our customer service team. To request a return authorization, please contact us at [e-mail]. This request must include proof that you purchased your Product from either Maven or an authorized reseller. This can be an order number or a receipt sent as a .pdf, screenshot, photo, or other human-readable format. As may be required by applicable law, Maven may require you to furnish additional proof of purchase details and/or comply with other requirements before receiving warranty service. 

Return Authorization Number 

If your request for return authorization is accepted, you will receive a return authorization number. The return authorization number must be included along with your returned Product when you ship it to us.

Packaging

You must deliver the Product, in either its original packaging or packaging providing an equal degree of protection, to the address specified by Maven.

Backup of Data

It is your responsibility to back up any data, software, or other materials you may have stored or preserved in connection with the Product. It is likely that such data, software, or other materials will be lost or reformatted during warranty service, and Maven will not be responsible for any such loss.

Shipment Only From and to Certain Countries

Maven’s “Authorized Shippers” are the United States Postal Service, DPD, DHL, or any other delivery service authorized and designated by Maven in its sole discretion from time to time.

Maven ships regularly to the following countries

United States, Canada, New Zealand, Australia, United Kingdom, Germany, France, Austria, Ireland, Portugal, Spain, Belgium, Netherlands, Italy, Romania, Sweden, and Denmark. 

If you are not located in any of the above countries, you must arrange for shipment of the Product from your home country to Maven and then from Maven back to your home country entirely at your expense. Maven will not be responsible whatsoever for any costs of inbound or outbound shipping of any Product outside of the above countries.

You are solely responsible for providing Maven with correct addresses and contact information for shipment. Maven will not provide paid shipping for any reshipment that results from incorrect addresses or contact information and any such reshipment will be at your expense.

Exclusions and limitations

Maven does not warrant that the operation of the Product will be uninterrupted or error-free. This Limited Product Warranty does not cover Software embedded in any Product (other than firmware for device components) or any related services. See the Terms of Service for details of your rights with respect to use of the Software and related services. 

This Limited Product Warranty applies only to the original purchaser of the Product that was purchased from the Maven Online Store, or an authorized reseller or sales channels, and manufactured by or for Maven. This Limited Product Warranty does not apply to purchasers of any resold Product that was not purchased from an authorized reseller. Without limiting the foregoing, the Limited Product Warranty does not apply to any: (a) Maven products and services other than the Products; (b) non-Maven products, even if included or sold with a Product, including, without limitation, any counterfeit products; (c) Products that are, or Maven reasonably believes to be, stolen; or (d) consumables (such as batteries). 

This Limited Product Warranty does not apply to a Product or part of a Product that has been serviced, altered, refurbished, or modified by anyone who is not authorized by Maven, nor does it apply to any cosmetic damage such as scratches, or dents. In addition, this Limited Product Warranty does not apply to damage or defects caused by: (i) use with non-Maven products; (ii) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes; (iii) normal wear and tear or aging of the Product; or (iv) operating the Product outside the permitted or intended uses described by Maven or not in accordance with instructions provided by Maven.

No Maven reseller, distributor, agent or employee is authorized to make any modification, extension, or addition to this Limited Product Warranty. If any term contained herein is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Implied warranties

Except to the extent prohibited by applicable law, all implied warranties (including, without limitation, warranties of merchantability and fitness for a particular purpose) shall be limited in duration to the duration of the limited product warranty. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation may not apply to you.

National statutory rights

Consumers in some jurisdictions may have legal rights under applicable national legislation governing the sale of consumer goods, including, without limitation, national laws implementing Directive 1999/44/EC of the European Parliament and of the Council of 25 May 1999 on certain aspects of the sale of consumer goods and associated guarantees, in its latest version. These rights are not affected by the warranties in this limited warranty.

Compatibility

You acknowledge that you have verified the compatibility of the Products you are purchasing with other required equipment and devices (e.g. ensuring that your mobile device and/or operating system is compatible with the Product). You are solely responsible for determining the compatibility of the Products with other equipment and devices, and you accept that lack of compatibility is not a valid claim under the Limited Product Warranty.

Limitations on liability

In no event will Maven be liable for any punitive, exemplary, special, consequential, or incidental damages (including, without limitation, loss of revenue, use, profits, data, or goodwill) or costs of procuring substitute products, arising out of, relating to, or in connection with these terms or the purchase, sale, use, operation, or performance of the products, whether such liability arises from any claim based upon contract, warranty, tort (including negligence), product liability or otherwise, whether or not Maven has advised of the possibility of such loss or damage. Maven and you have agreed that these limitations will survive and apply even if any limited remedy specific in these terms is found to have failed of its essential purpose, in no event will Maven’s liability to you arising out of, relating to, or in liability, exceed the actual amount paid to Maven by you for the product that gives rise to the claim.

Some jurisdictions do not allow the limitation or exclusion of liability for incidental or consequential damages, so the above limitation or exclusion may not apply to you.