TERMS OF DELIVERY, RETURNS AND CLAIMS HANDLING

of the online store www.maximagoods.kz

Effective date: 13 May 2026

These Terms of Delivery, Returns and Claims Handling govern the procedure for transferring goods to customers of the online store www.maximagoods.kz, as well as the procedure for addressing matters related to the return of goods, identification of defects, and the settlement of claims.

The Seller of the goods is the Limited Liability Partnership “MAXIMA GOODS” (MAKSIMA GUDS), BIN 170140026525, address: Republic of Kazakhstan, Almaty, Zhetysu district, Kazybaev St., building 3, office 34, postal code 050016.

1. General Provisions

1.1. This document is an integral part of the Public Offer of the online store and applies to all orders placed through the website, messaging applications, by telephone, or by any other remote method, if such an ordering method is provided by the Seller.

1.2. By placing an order, the Customer confirms that they have reviewed these Terms and agree to them.

1.3. Delivery of goods is carried out within the territory and on the conditions specified on the website, as well as agreed with the Customer when placing the order.

2. Terms and Definitions

2.1. Seller — LLP “MAXIMA GOODS” (MAKSIMA GUDS).

2.2. Customer — an individual who has placed an order in the online store for personal, family, household, or other needs not related to entrepreneurial activity.

2.3. Goods — products sold through the online store, including seasonings, sauces, and other related goods presented on the website.

2.4. Order — a duly placed request by the Customer for the purchase and delivery of Goods.

2.5. Recipient — the Customer themselves or another person designated by the Customer when placing the order as the person authorized to accept the Goods.

3. Territory and Methods of Delivery

3.1. Delivery is carried out within the territory of the Republic of Kazakhstan to the localities specified on the website or additionally confirmed by the Seller when placing the order.

3.2. Delivery may be carried out by the following methods:

• courier delivery;
• self-pickup;
• via a logistics, postal, or courier service;
• by another method specified on the website.

3.3. The specific delivery method depends on the address, the composition of the order, the availability of the goods, temperature and other storage conditions, as well as the availability of the relevant delivery method in the Customer's region.

3.4. The Seller has the right to engage third parties for the delivery of Goods without additional agreement with the Customer.

4. Cost and Timeframes of Delivery

4.1. The cost of delivery is indicated on the website, in the shopping cart, when placing the order, or communicated to the Customer separately before the order is confirmed.

4.2. The delivery timeframe depends on the delivery region, the availability of the goods, the Seller's operating schedule, the selected delivery method, and the schedule of the logistics service.

4.3. The delivery timeframes specified on the website are approximate, unless expressly stated otherwise.

4.4. The delivery timeframe begins to run:

• from the moment the order is confirmed by the Seller;
• and in the case of prepayment — from the moment successful payment is confirmed.

4.5. The Seller has the right to change the delivery timeframe upon the occurrence of circumstances that objectively affect the fulfilment of the order, including delays on the part of logistics services, adverse weather conditions, traffic restrictions, technical failures, increased load during holidays, and other circumstances beyond the Seller's reasonable control.

4.6. In the event of a change in the delivery timeframe, the Seller notifies the Customer by telephone, via a messaging application, SMS, e-mail, or by another available means of communication.

5. Procedure for Transfer of Goods

5.1. The transfer of Goods is carried out at the address and within the timeframes agreed when placing the order.

5.2. The Goods are transferred to the Customer or to the Recipient designated when placing the order.

5.3. When transferring the order, the Seller, the courier, or the delivery service has the right to request information necessary to identify the Recipient and confirm the fact of delivery of the order.

5.4. The Seller's obligation to transfer the Goods is deemed fulfilled:

• from the moment of the actual transfer of the Goods to the Customer or the Recipient;
• or from the moment the Goods are transferred to the order pickup point, if such a method of receipt has been selected;
• or from the moment the Goods are transferred to the logistics company for further delivery, if such a delivery model is provided by the order conditions.

5.5. The risk of accidental loss of or accidental damage to the Goods passes to the Customer from the moment of the actual transfer of the Goods to the Customer, the Recipient, or the person carrying out delivery to the Customer's address, unless otherwise provided by the legislation of the Republic of Kazakhstan.

5.6. If delivery did not take place for reasons attributable to the Customer, including:

• provision of an incorrect address;
• absence of the Customer or the Recipient at the delivery address;
• unavailability of the telephone;
• refusal to accept the Goods without lawful grounds;
• other circumstances caused by the actions or inaction of the Customer,

the Seller has the right to require payment for repeat delivery or to cancel the order on the conditions of these Terms and the Public Offer.

6. Customer's Obligations Upon Acceptance of Goods

6.1. Upon receipt of the Goods, the Customer is obliged to check:

• the conformity of the name and quantity of the Goods to the placed order;
• the integrity of the packaging;
• the absence of obvious external damage;
• the suitability of the Goods for acceptance based on external signs;
• the expiration date, if it can be checked visually upon receipt.

6.2. If, upon acceptance, obvious damage to the packaging, signs of tampering, breach of the seal, shortfall in quantity, mis-sorting, or other apparent defects are identified, the Customer must, if possible, immediately inform the Seller of this and record the defects by photo or video.

6.3. Acceptance of the Goods without remarks confirms that, at the moment of transfer, the Customer had no claims regarding the quantity, completeness, assortment, and apparent external defects that could have been identified during ordinary acceptance.

7. Specifics of the Sale of Food Products

7.1. Food products are sold through the online store, including seasonings, sauces, and other goods with established expiration dates, storage conditions, and transportation conditions.

7.2. After the transfer of the Goods, the Customer is obliged to ensure their storage in accordance with the conditions specified on the packaging, the labelling, or in the product description on the website.

7.3. The Seller is not liable for deterioration in the quality of the Goods that arose after their transfer to the Customer as a result of a breach of storage or transportation conditions on the part of the Customer, expiration of the shelf life due to untimely use, or other circumstances beyond the Seller's control.

7.4. If certain categories of Goods require a special temperature regime or a limited delivery timeframe, such conditions are communicated to the Customer additionally.

8. Return and Exchange of Goods of Proper Quality

8.1. Since the goods sold through the online store are classified as food products, the return and exchange of Goods of proper quality on the grounds applicable to non-food goods of proper quality is not carried out, unless expressly provided otherwise by the legislation of the Republic of Kazakhstan.

8.2. The Seller has the right, at its own initiative, to consider an individual request from the Customer; however, this does not mean that the Seller assumes an obligation to return or exchange a food Product of proper quality.

9. Return and Replacement of Goods of Improper Quality

9.1. The Customer has the right to submit a claim to the Seller in the event of the transfer of Goods of improper quality.

9.2. For the purposes of this document, Goods of improper quality may include, in particular:

• Goods with an expired shelf life at the moment of transfer;
• Goods with damaged packaging or a breached seal prior to the moment of transfer to the Customer;
• Goods that do not correspond to the ordered name;
• Goods with obvious signs of spoilage, provided the Customer has complied with the acceptance rules;
• Goods with other defects that preclude their normal use for their intended purpose.

9.3. Upon confirmation of the validity of the claim, the Seller has the right, by agreement with the Customer, to:

• replace the Goods with similar Goods;
• replace the Goods with other goods, with a recalculation of the cost;
• refund the funds in full or in part;
• propose another lawful method of settlement.

9.4. A decision on the request is made on the basis of the information provided by the Customer, photo and video evidence, order data, information from the logistics service, the Seller's internal verification, and, if necessary, with the involvement of the manufacturer, supplier, or a specialist.

10. Procedure for Submitting a Claim

10.1. For a claim to be considered, the Customer is advised to send the Seller a request as soon as possible after discovering the defect.

10.2. The request should preferably indicate:

• the order number;
• the full name of the Customer;
• the telephone number;
• the e-mail address;
• a description of the problem;
• the name of the disputed Goods;
• the date of receipt of the order;
• photos and, if necessary, video of the Goods, the packaging, the labelling, the expiration date, and the identified defect;
• a payment document or other information allowing the order to be identified.

10.3. Claims are accepted through the following contacts:

LLP “MAXIMA GOODS” (MAKSIMA GUDS)

Address: Republic of Kazakhstan, Almaty, Zhetysu district, Kazybaev St., building 3, office 34, postal code 050016

Telephone: +77019077776, +77019077775

E-mail: info@maximagoods.com

Website: www.maximagoods.kz

10.4. If a return of the disputed Goods is necessary for verification, the Seller has the right to agree with the Customer on the procedure for its transfer, inspection, storage, and verification.

10.5. The absence of a cash receipt or another separate payment document does not in itself deprive the Customer of the right to refer to other evidence of the purchase of the Goods from the Seller, if the order can be identified by other means.

11. Refund of Funds

11.1. A refund of funds is carried out where there are legal grounds and after confirmation of the circumstances that entitle the Customer to a refund.

11.2. The refund is made:

• to the same bank card from which the payment was made;
• by another method permitted by the legislation of the Republic of Kazakhstan and technically applicable for the Seller and the payment service.

11.3. The timeframe for the actual crediting of funds depends not only on the actions of the Seller but also on the regulations of the bank, the payment organization, and the servicing financial institutions.

11.4. If the order was not transferred to the Customer through the fault of the Seller or was cancelled due to the unavailability of the Goods after payment, the funds are refunded to the Customer in the amount actually paid, unless otherwise agreed by the parties.

11.5. The cost of delivery is subject to a refund or is not subject to a refund depending on the reason for the return, the nature of the defect, the fact of the provision of the delivery service, and the applicable norms of the legislation of the Republic of Kazakhstan.

12. Cancellation of an Order

12.1. The Customer has the right to submit a request to cancel an order before it is handed over for delivery or before the fulfilment of the order begins, unless otherwise follows from the nature of the Goods and the stage of processing of the order.

12.2. If, by the time of the cancellation of the order, the Seller has already incurred expenses for picking, packaging, processing, logistics, or delivery, the matter of refunding the paid amounts is resolved taking into account the actions actually performed and the applicable legislation of the Republic of Kazakhstan.

12.3. The Seller has the right to cancel an order in the following cases:

• unavailability of the Goods;
• inability to contact the Customer to confirm the order;
• provision by the Customer of incorrect data;
• identification of a technical error in the price or description;
• the existence of circumstances preventing the proper fulfilment of the order.

12.4. In the event of the cancellation of a paid order for reasons not attributable to the Customer, the Seller carries out a refund of funds in the established manner.

13. Limitation of Liability

13.1. The Seller is not liable for a breach of the delivery timeframe if it is caused by:

• the actions or inaction of the Customer;
• the operations of logistics, courier, or postal services;
• technical failures of communication, the website, or payment services;
• circumstances of force majeure;
• other circumstances beyond the Seller's reasonable control.

13.2. The Seller is not liable for the properties of the Goods that have deteriorated after the transfer to the Customer as a result of non-compliance with storage conditions, opening of the packaging, improper use, or expiration of the shelf life after the transfer.

13.3. The Seller is not liable for the subjective taste expectations of the Customer with respect to a food Product in the absence of objectively confirmed defects.

14. Procedure for Dispute Resolution

14.1. The parties shall endeavour to settle all disputes and disagreements related to delivery, quality, returns, payment, and the fulfilment of the order through negotiations and by means of the claims procedure.

14.2. If it is not possible to reach an agreement, the dispute shall be subject to resolution in the manner established by the legislation of the Republic of Kazakhstan.

15. Final Provisions

15.1. These Terms are valid in conjunction with the Public Offer, the Privacy Policy, and other documents posted on the Seller's website.

15.2. The Seller has the right to make changes to these Terms unilaterally. The new version comes into force from the moment it is posted on the website, unless another date is additionally specified.

15.3. In all matters not regulated by this document, the parties shall be governed by the current legislation of the Republic of Kazakhstan.

15.4. The current version of these Terms is posted at: https://maximagoods.kz/ru/terms-conditions