Returns Policy

Returns Policy – Maya & Rae

Important: Please read this policy carefully. No exceptions will be made, as you agree to these terms at the time of purchase.

Returns

Window
You have 30 days from the day you receive your item to start a return. After 30 days, we cannot offer a refund or exchange.

Condition
Items must be unused, in the same condition you received them, and in the original packaging.

For items where hygiene is essential, the product must be clean before the return process begins.

Hygiene exclusions (non-returnable)

Due to hygiene reasons, certain items cannot be returned, including:

  • underwear

  • lingerie

  • tights/hosiery

  • selected personal-care items

Any hygiene-sealed product is non-returnable once unsealed.

How to start a return

Email  support@by-mayas.com with:

  • your order number

  • the reason for return

  • a photo if the item is damaged/defective

  • your contact details

We will reply with the return instructions and return address.

Refunds

Process
Once your return is received and inspected, we’ll email you to approve or decline your refund.
If approved, your refund will be issued to your original payment method within up to 30 days.

Late or missing refunds
If you haven’t received a refund after 30 days:

  1. Check your bank account or statement

  2. Contact your payment provider

  3. Email us at support@by-mayas.com if you still need help

Costs & Shipping

Return shipping
Customers are responsible for return shipping costs.
We strongly recommend using Track & Trace, as Maya & Rae is not responsible for lost return parcels.

Returns are shipped to our returns center in China; postage starts at approximately $20, at the customer’s expense.

Exceptions

Damaged / wrong item
If you receive a defective or incorrect product, we will reship a new item at no cost.
If a second shipment is still incorrect, you will receive a full refund.

Order cancellation
Orders cannot be canceled once placed due to our automated system.
If you need to change an address, please contact us immediately — we’ll do our best to help if the order hasn’t shipped yet.