Refund policy

Refund Policy

We want you to be happy with your purchase. If you are not satisfied, you can request a return or refund within 30 days of the delivery date.

Eligibility

The request must be made within 30 days of delivery.
The item should be unused, in the same condition you received it, and in its original packaging.
Proof of purchase (order number or confirmation email) is required.

How to start a return

Email us at contact@maya-verra.com with your order number and the reason for the return. We will reply within 1 business day with instructions and the return address. Please do not send items back before we confirm the return, as unauthorized returns cannot be matched to an order.

Return shipping

Return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or incorrect. Original shipping fees are non-refundable.

Refunds

After we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds go back to your original payment method within 5–10 business days; your bank or card issuer may need extra time to post the credit. If you have not received your refund after 15 business days, contact us at contact@maya-verra.com.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us within 14 days of delivery at contact@maya-verra.com with your order number and a photo. We will send a replacement or issue a full refund, including shipping.

Lost or undelivered orders

If your order has not arrived within 30 days of the shipping date, contact us at contact@maya-verra.com. We will investigate with the carrier and, if the package cannot be located, send a replacement or issue a full refund.

Refused or undeliverable packages

If you do not want an order, please contact us before it is delivered so we can help. If a package is refused or returned to us because of an incorrect address, we will refund the item price once the package is back with us, minus the original shipping cost.

Items that cannot be returned

Gift cards, items purchased on final sale, and items that are hazardous, perishable, or custom-made cannot be returned. Contact us if you have a question about a specific item.

Exchanges

The fastest way to exchange an item is to return it and place a new order once the return is accepted.

Order changes and cancellations

To change or cancel an order, contact us within 3 hours of placing it. After that, the order enters fulfillment; you can still return it after delivery under this policy.

European Union

If your order ships to the European Union, you have the right to cancel it within 14 days of delivery without giving a reason, provided the item is returned in the condition described above.