Privacy Policy

Privacy Policy, Shipping Policy and Payment Policy 

Maintaining your privacy is really important to us. You entrust us with your information, and we take that responsibility seriously.

We may modify or update this Privacy Policy from time to time to reflect the changes in our business and practices, and so you should review this page periodically. When we change the policy in a material manner we will let you know and update the ‘last updated’ header as below.

This Privacy Policy was last amended in January 2024.

This policy was last updated on 15 January 2024 in line with GDPR and CCPA policies requirements. It may be updated in the future and we will post the new version here on our website. We will never deviate from our overall philosophy of maintaining your privacy, though.

1. General Information
   
   Max Play, we take security and privacy seriously. This Privacy Policy explains how we collect, store and use personal data when you browse our domain or otherwise provide your personal data to us. Please read this Privacy Policy carefully to understand how we will treat your personal data.
   
2. What information we collect about you
   
   Your personal data
   
   When we say your "personal data", we mean any information that identifies any person that you provide to us.
   
   Your "personal data"; may also be contained in information that we collect about you in connection with your order or otherwise interact with us for example by electronic mail.
   
   When it comes to your personal data, we comply with our obligations under the General Data Protection Regulation and any other applicable data protection legislation from time to time.
   
   Your personal data includes the information you provide, on the Max play
   website (including any forms you complete), or during an electronic mail enquiry about you.
   
   Examples of this personal data include your name, your email address, address including postcode which you provide to us when you set up an account and subsequently amend in the My Account section when you go to checkout; and any correspondence when you contact us.
   
   We do not knowingly collect or solicit any personal data from anyone under the age of eighteen or knowingly allow such persons to purchase goods from us. Max Play is not directed at children under the age of eighteen. In the event that we learn that we have collected personal data from a child under age eighteen without verification of parental consent, we will delete that information as quickly as possible.
   
   Information we collect - We collect information about your website usage, to improve our service and to understand trends to enhance and customize our website. Some of this data may be "personal data", where it identifies a person. Here's the information that we collect and how we use it:

• We monitor patterns of usage, such as abandoned cart data, so we can understand how what people are interesting in buying from Max Play to develop and improve our products and understand customer behaviour.
• We monitor traffic information, including things like page visits, email clicks, referring sites. We use this information to improve our website, advertising, promotions, and to understand customer purchasing behaviour. Please see Section 11: Use of Cookies below regarding Cookies.
• Your credit Card details is safe. We use SSL (Secured Socket Layer) to keep everything encrypted. All information passed from you is protected. This encryption is the same technology used by banks. Your credit card details will not be stored. When you place an order the credit cards details are passed directly to the banks.To further help maintain your privacy, your credit card statement will show a charge from Max Health.

3. How we use the information we collect
   
   We use your personal data for legitimate business reasons, for example email you when your order has been received. It will also enable us to contact you by email, SMS, or telephone where necessary concerning Max Play or an order you have placed; to record your personal preferences; to personalize our services to you (such as by pre-populating fields to make it easier for you to provide information when you return to the Max Play store. It will also enable us to produce reports you request as part of the services we provide.
   
   Contacting you for Marketing Purposes - We may use your personal data to contact you by email to let you know about our other Max Play offers on product ranges which may be of interest to you. We will only use your data in this way where you have provided consent, we have legitimate business reasons for doing so, or where we are otherwise entitled by law to do so. If you would like us to stop providing you with such notifications, just contact us using the details in Section “How to Contact Us” at the end of this policy. Please note, this may take up to one working day to take effect. To stop receiving emails from Max Play itself, you should cancel your Max Play account or unsubscribe from our mailing list.
   
   Cookies
   We may further use, or permit selected third parties to use, your personal data to enable us to track and analyse Max Plays website traffic and visitor trends, improve your browsing experience and to personalize and enhance the content and advertising we display.
   
   Legal Requirements – We may use your personal data to comply with any legal obligations to which we are subject.
   
   4. Why do we use your personal data?
   
   We collect and use your personal data for a variety of reasons. We need some data to enter into and perform our contract with you. The lawful basis for processing your personal data is Consent as you have consented to provide your personal details to us to allow us to provide a service to you. If you fail to provide such data we will be unable to provide our service to you.
   
   Other information we collect because we have legitimate business interests, for example, in:

• Fulfilling your order and providing updates on the order.
• Understanding how our customers use our products, services and websites;
• Understanding and responding to customer feedback;
• Researching and analysing the services our customers want;
• Improving our product and better understanding how our customers use it.

5. How we share information we collect
   
   Except as described in this policy, Max Play does not divulge any personal
   information gathered via its services to third parties.
   
   We may share your personal data with third parties in certain circumstances:

• We may disclose your data to any member of our group (which means our subsidiaries or our ultimate holding company);
• in the event that we, our business, or substantially all of its assets are acquired by a third party (in which case personal information about customers will be one of the transferred assets);
• if we are under a duty to disclose or share your personal in order to comply with any legal obligation; to cooperate with law enforcement officials in the investigation of unlawful activities of Max Plays website users or relating to Max Plays users; or in order to enforce or apply any contract with you; or to protect our rights, property, or safety of our employees, customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection or unlawful activity.

We also utilize a number of carefully selected third parties to help provide our services to you.
Examples of these functions include website creation and hosting, email, providing
marketing assistance and data analysis, data management, handling credit card transactions and providing customer service. In choosing to work with any such third parties, we will always ensure that the security policies and confidentiality arrangements of those third parties adhere to the same requirements we ourselves impose and expect, as a minimum.
No ownership rights to the data will be transferred to any third party.

Sub-processors we use:

6. How long do we store your data for?
   
   We only store your data for as long as necessary for the purposes of processing set out in this policy.
   
   Data Retention Policy

7. How to access and control your information
   
   You are free to change your personal details in the My Account section of your account at any time, if you have set up an account with us.
   You can also ask us for a copy of your personal data that we hold. We may ask for proof of your identity before providing any information and reserve the right to refuse to provide information requested if identity is not established. Please see “Your Individual Rights” below. Generally, we will retain your personal data for a reasonable period, or for as long as the law requires.
   
   Your individual rights
   
   7.1. Access to your personal data: You can ask us to confirm if we are processing your personal data and you may request a copy of your personal data by contacting us. See Section “How to Contact Us” at the end of this policy.

7.2. Right to change or withdraw your consent:
Where you have given us consent to make use of your personal data for any of the purposes outlined in this policy, you may withdraw that consent at any time by contacting us using the details located at Section “How to Contact Us” at the end of this policy. If you wish to change your contact preferences or no longer wish to be contacted for marketing purposes, use the Unsubscribe link in the email or get in touch. See Section “How to Contact Us” at the end of this policy.

7.3. Right to Rectification:
You may ask us to update out of date or inaccurate information we hold about you. To do so, please log on to your Max Play account and update your information or get in touch using the details at Section “How to Contact Us” at the end of this policy.

7.4. Right to Erasure:
In certain circumstances you may ask us to erase your Personal Data. If you would like us to erase the personal data we hold about you, please get in touch using the details at Section “How to Contact Us” at the end of this policy.

7.5. Right to Data Portability:
In certain circumstances you may ask us to provide you with the personal data that we hold about you in a structured, commonly used, machine readable form.

7.6. Right to object:
In certain circumstances you may object to our processing of your personal data. Please get in touch using the details at Section “How to Contact Us” at the end of this policy.

7.7. Right to restrict processing:
You can ask us to restrict the processing of personal data we hold about you in certain circumstances. Please get in touch using the details at Section “How to Contact Us” at the end of this policy.

7.8. Make a complaint:
You may make a complaint about our data processing activities, please contact us. See Section “How to Contact Us” at the end of this policy.

7.9. Getting in touch:
To make enquiries and/or to exercise any of your rights in this privacy policy please contact us. See “How to Contact Us” at the end of this policy.

8. Use of cookies

We may send a small file to your computer when you visit our website. This will enable us to identify your computer, track your behaviour on our website and to identify your particular areas of interest so as to enhance your future visits to this website. We may use cookies to collect and store personal data. We do not automatically log data or collect data you specifically provide to us. You can set your computer browser to reject cookies but this may preclude your use of certain parts of this website. You can do this by changing your browser settings via the Help section of your browser.
For more information about the cookies we use, please see our Cookie Policy.

9. Data security

We take security and privacy seriously. We will endeavour to take all reasonable steps to keep your personal data secure once it has been transferred to our systems. We adopt appropriate, industry standard data collection, storage and processing practices and security measures to protect against unauthorised access, alteration, disclosure or destruction. For more information how we keep our online data safe, please contact us. See “How to Contact Us” at the end of this policy.

10. How to Contact Us

If you have any queries relating to this Privacy Policy or Max Play use of your
personal or financial data, please contact info@maxplay.co.nz or alternatively contact us on 0800 920 061.

Returns Policy

Due to health and hygiene reason and the nature of our products we sell, we are unable to accept exchanges on any product unless you received the wrong item by mistake. 

Read our sizing information as we do not exchange products. Choose carefully before purchasing your product. We do not accept return for change of mind.

We do not accept return on DVD’s of software downloads due to copyrights.

We do not accept returns on gift cards.

Max Play will accept returns that are covered under the Consumers Guarantees Act or Fair-Trade Act, if there is a manufacturing fault.

Important Notice: Any returned toys, lingerie or lubricant are disposed of. We do not on-sell returned items. They are returned to the manufacturer for fault analysis and replacement.

Max Play takes great pride in supplying a huge range of sex toys and lingerie.

Should you receive a faulty product(s) we will act accordingly.

Should you think you received a faulty product, please check the following:

* Hold down the ‘on’ button for 3-5 seconds? Your product might have a travel lock in place to prevent it from turning on accidentally.

* You have tried new batteries? Most products that do not work are due to errors with batteries.

* Check the batteries are in the correctly installed: replace the batteries or recharge your toy.

* Make sure the paper behind the batteries is removed before you use the item. The piece of paper or plastic surrounding the batteries, leave this in place. Do not open.

* Make sure that your rechargeable product is fully charged before turning it on.

If there is a fault with your product we will replace your item. Please contact us within 7 days to report your fault product.

We need the following information:

• Your order number
• A photo or video of the fault

 A return courier bag for the item might be send, before we arrange for a replacement to be sent.

If the same item is not available, we will issue you with a store credit to use towards purchasing a new item on the Max Play website.

Depending on the status of your order you can request a cancellation. Please contact us immediately. If you have paid, you can cancel if the order hasn't already been dispatched.

Take note that for each order cancelled, a 30% cancellation fee applies to the product(s) purchased. If your order has not yet been shipped at the time of cancellation, the shipping fee will be refunded. We are unable to cancel an order that is already in transit with the courier.

We change a cancelation fee due to the cost to our business.

From the date of purchase our warranty policy covers products for 30 days unless a warranty period is specified by the manufacturer.

It covers faults and defects that occur due to manufacturing failure.

Damage or faults that occur because of misuse, accident, or general wear and tear, are not covered by our warranty policy.

If a repair or replacement is not possible, we will provide a refund in way of a voucher that be used on the Max Play website.

Shipping Conditions:

We use Courier post and NZ Post for all our shipments and all orders can be tracked to your door via the Courie Post and NZ Post website.

• Standard Shipping: $13.00 – Orders placed before 12:00 pm will be delivered withing 1-3 business days. Except for: Long weekends / Orders to PO Boxes or Parcel Lockers / Remote locations and rural addresses may take longer.
• Express Delivery: $23.00 – Your order must be placed before 10am. Same day delivery at 6-9pm. This service is currently available in Wellington, Auckland and Christchurch. If this option does not show up in the cart, your address is not eligible for express delivery.
• Saturday deliver: $20.00 – Your order must be placed before 1pm on the Friday to be delivered the next day. At the cart page, once you have entered your address, we will validate if you are eligible for Saturday delivery. If this option does not show up in the cart, your address is not eligible for express delivery.

Courier post will deliver to:

• Street address
• Business Addresses
• PO BOX
• Parcel Pod
• NZ POST Parcel collect shops

Shipping Information:

• Your item will be dispatched from our Wellington, NZ based warehouse.
• When your parcel is picked up you will receive a confirmation email with tracking information for your goods. To ensure a speedy delivery, we suggest you have your package delivered where you will be during working hours. However, parcels can be left at your door upon request (at your own risk) These parcels will not be market ‘signature required’.

All our parcel is DISCREET, no branding or logo on the outside of the parcel to ensure 100% discretion of your order