Refund policy

This Refund & Return Policy applies to purchases made through maai.lol (the "Site") from MAAI ("MAAI," "we," "us," or "our").

Please review this policy before placing an order.

1. Return Eligibility

Return eligibility may depend on the product purchased, its condition, and the circumstances of the request.

To be eligible for consideration for a return, an item must generally be:

• unworn and unused;

• in its original condition;

• free from damage, stains, odors, alterations, or other signs of wear; and

• returned with any original tags or packaging that accompanied the product, where applicable.

MAAI reserves the right to reject returns that do not satisfy the applicable return requirements, subject to applicable law. 

Before sending any item back, you must contact us at itcamewithaheart@gmail.com and receive return instructions.

Items sent back without first contacting us may not be accepted.

2. Return Requests

To request a return, contact:

MAAI
Email: itcamewithaheart@gmail.com

Please include your order number, the item involved, and the reason for your request.

Submitting a return request does not automatically guarantee that the return will be approved.

If your return is accepted, we will provide instructions regarding how and where to send the item.

3. Final Sale and Non-Returnable Items

Certain products may be designated as final sale or otherwise ineligible for return.

Any final-sale designation or special return restriction applicable to a product should be disclosed on the applicable product page or at the time of purchase.

Except where required by applicable law, products clearly identified as final sale are not eligible for return, exchange, or refund.

Custom, personalized, made-to-order, one-of-one, or similarly designated products may also be ineligible for return where this is disclosed before purchase.

4. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or materially different from what you ordered, contact us at itcamewithaheart@gmail.com as soon as reasonably possible.

Include your order number, a description of the issue, and clear photographs or other relevant information showing the problem.

We will review the request and, when appropriate, provide a replacement, refund, store credit, or another reasonable resolution.

Normal characteristics of a product, minor variations disclosed on the product page, or damage caused after delivery through wear, misuse, improper care, alteration, or handling are not considered manufacturing defects.

5. Exchanges

Exchanges are subject to approval and product availability.

Because MAAI products may have limited inventory, we cannot guarantee that another size, color, or replacement item will remain available when an exchange is requested.

Where an exchange cannot be completed, we may offer another resolution consistent with this policy.

6. Refunds

If a refund is approved, it will generally be issued to the original payment method used for the order.

After a refund has been issued by MAAI, your bank, card issuer, or payment provider may require additional time to process and display the refund. Processing times imposed by financial institutions are outside our control.

Original shipping charges and return shipping costs are not refundable unless otherwise stated by MAAI or required by applicable law.

7. Return Shipping

Unless the return results from an error by MAAI or a damaged, defective, or incorrect product, customers may be responsible for applicable return shipping costs.

Customers are responsible for following the return instructions provided by MAAI.

We recommend retaining any return tracking information and shipping receipt until your return has been completed.

8. Unauthorized Returns

Do not send merchandise to MAAI without first receiving return instructions.

MAAI is not responsible for merchandise sent to an unauthorized address or returned without sufficient information to identify the applicable order.

9. Order Cancellations

If you need to request an order cancellation, contact us as soon as possible at itcamewithaheart@gmail.com.

We cannot guarantee that an order can be cancelled after it has been submitted, particularly once processing or fulfillment has begun.

If an order has already shipped, any available return will be handled under this Refund & Return Policy.

10. Shipping Issues

Issues involving shipping delays, tracking, incorrect addresses, lost packages, packages marked delivered, and returned or undeliverable shipments are also subject to our separate Shipping Policy.

11. Payment Disputes and Chargebacks

If you believe there is a problem with your order or charge, please contact us at itcamewithaheart@gmail.com so that we can review the issue and attempt to resolve it.

Nothing in this policy limits any rights you may have under applicable law or the rules governing your payment method.

MAAI reserves the right to provide order records, tracking information, delivery confirmation, customer communications, applicable policies, and other relevant transaction information to payment processors, financial institutions, or other parties when responding to a payment dispute or chargeback.

12. Policy Abuse and Fraud

MAAI reserves the right to reject return or refund requests involving suspected fraud, altered merchandise, falsified information, repeated abuse of our policies, or other deceptive activity, to the extent permitted by applicable law.

We may also restrict future purchases where reasonably necessary to protect MAAI from fraudulent or abusive activity.

13. Your Legal Rights

Nothing in this policy excludes, restricts, or modifies consumer rights that cannot legally be excluded, restricted, or modified under applicable law.

14. Contact

For questions, returns, refunds, or problems with an order, contact:

MAAI
Email: itcamewithaheart@gmail.com