RETURNS & REFUNDS

Thank you for shopping at Maya Moish. We want you to love your purchase, but if you are not completely satisfied, we are here to assist you with our return policy.

14 DAY RETURN POLICY
You have 14 calendar days to return an item from the date you received it. If 14 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.


RETURN CONDITION
We strive to make the return process as smooth as possible. However, we are unable to accept returns under the following conditions:
- Past return period: Items returned outside the specified 14-day return period.
- Missing hangtags: Items without the original hangtag attached. 
- Worn or washed: Items that have been worn, washed, or show any signs of use.
- Odors: Items emitting strong odors such as perfume, smoke, or body odor.
- Incomplete returns: Items returned without all original packaging, accessories, or gifts included in the purchase.
- Altered items: Items that have been altered or customized in any way.
- Misuse of product: Items damaged due to misuse, negligence, or improper care.
- Excessive wear and tear: Items showing excessive wear and tear beyond normal use.
- Non-Returnable items: Items marked as final sale or non-returnable at the time of purchase.
- Hygiene products: Items like undergarments, swimwear, or other personal use products where the hygiene seal has been broken.
- Incorrect items: Items that do not match the original purchase order.
- Incomplete documentation: Returns submitted without a completed return form or a valid receipt/proof of purchase.

Items returned without meeting these conditions or without initiating a return request through our portal will not be accepted.

Please note: Always inspect your garment for any stains or production faults before removing the hangtag. Once the hangtag is removed, no claims can be made.


NON-RETURNABLE ITEMS
Certain items cannot be returned. These include, but are not limited to:
- Gift cards
- Final sale items
- Perishable items: Food, flowers, or other items that spoil quickly 
- Custom and Personalized Items: Special orders, engraved, or personalized items
- Opened Cosmetics and Beauty Products


HOW TO INITIATE A RETURN
To initiate a return, please follow these steps:
1. Visit return portal: Go to mayamoish.returnless.com.
2. Enter order details: Provide your order number and email address used for the purchase.
3. Follow instructions: Follow the on-screen instructions to complete your return request.
4. Pack the item: Securely pack the item in its original packaging, along with the packing slip that was included in your original shipment.
5. Ship the item: EU Customers: Use the return label provided through our return portal | Customers Outside the EU: Create your own shipping label with a carrier of your choice.
6. Proof of Shipment: Keep your shipment’s track and trace code as proof, as it’s required for any investigation into missing returns.


PROCESSING YOUR RETURN
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. This process approximately takes 5-7 business days.
- Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days, depending on your card issuer’s policies. 
- Rejection: If your return is rejected due to not meeting our return conditions, we will return the item to you.

Should you not receive your refund after 14 business days from approval, please contact us at support@mayamoish.com.


REFUNDS
- Method: Refunds will be issued to the original method of payment.
- Processing time: Refunds may take up to 5-10 business days to appear in your account.
- Partial refunds: In certain situations, only partial refunds are granted. This includes items not in their original condition, damaged, or missing parts for reasons not due to our error.


RETURN SHIPPING COSTS
Customer Responsibility: Except for damaged, defective or incorrect items, you are responsible for paying your own shipping costs for returning your item.

In case of damaged, defective or incorrect items, we will cover the return shipping costs. You can return the item to us free of charge by registering the return online at mayamoish.returnless.com. Please include a clear photo of the damage. If you would like a replacement, add a note indicating your preference. If you need assistance, feel free to email us at support@mayamoish.com.


EXCHANGES
Customer Responsibility: Except for damaged, defective or incorrect items, you are responsible for paying your own shipping costs for returning your item.


EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
In accordance with the European Union consumer protection laws, customers in the EU have the right to cancel their purchase within 14 days of receiving the item without providing any reason. This period is known as the “cooling-off period.”

To exercise your right to cancel within the 14-day coolingoff period, please follow these steps:
1. Inform Us: Notify us of your decision to cancel by contacting our customer service team at support@mayamoish.com or by initiating the return through our portal at mayamoish.returnless.com.
2. Return the Item: Send back the item in its original condition, including all tags and packaging, within the 14 days return period.
3. Refund: Upon receipt and inspection of the returned item, we will process your refund within 14 days. Refunds will be issued to your original method of payment.

Please note that the cost of return shipping for exercising the cooling-off period will be your responsibility unless the item is defective or damaged.


LATE OR MISSING REFUNDS
If you haven’t received a refund yet:
1. Check Bank Account: Check your bank account again.
2. Contact Credit Card Company: It may take some time before your refund is officially posted.
3. Contact Your Bank: There is often some processing time before a refund is posted.
4. Contact Us: If you’ve done all of this and still have not received your refund, please contact us at support@mayamoish.com.


QUICK OVERVIEW: RETURNS & EXCHANGES POLICY
- Return period: You have 14 calendar days from receiving your parcel to initiate a return.
- Return portal: Please use the form available at mayamoish.returnless.com to request a return.
- Shipping costs: Customers are responsible for the shipping costs of returned items, except for damaged or incorrect items.
- Product condition: Items must be returned in their original condition, clean, unworn, and with all labels and packaging intact.
- Proof of shipment: Keep your shipment’s track and trace code as proof, as it’s required for any investigation into missing returns.
- Exchanges: If you wish to exchange for a different size or color, please return the item for a refund and place a new order for the desired item.

We aim to process returns or exchanges within 14 calendar days and will notify you once the process is completed. Refunds may take up to 10 calendar days to be credited to your account, depending on your bank or card issuer. We commit to issuing refunds within 14 calendar days of completing the return process.


CONTACT US
If you have any questions or concerns about our shipping policies, feel free to contact our customer service team via email at support@mayamoish.com or through live chat during business hours. We are available Monday through Friday, from 9 AM to 6 PM CET. You can also take a look at our shipping faqs for more information. 

Maya Moish Members Club

Sign up to join the Maya Moish Members Club for exclusive content, events, promotions and more.