Política de reembolso

At MAISON MAYA, every piece is created and selected with intention. We want you to feel confident in your purchase and delighted with the jewellery you choose. If your piece isn’t quite right, please review our return and refund policy below.

Returns

7-Day Return Policy

Eligible items may be returned within 7 calendar days of the date your order is delivered.

To be eligible for a return, your item must be unworn, unused, undamaged, and in its original condition. All original Maison Maya packaging, tags, protective materials, and accompanying items must also be included.

Items that show signs of wear, damage, alteration, or improper handling may not be accepted for return.

How to Initiate a Return

To request a return, please contact Maison Maya Customer Care within 7 calendar days of receiving your order.

Please include:

  • Your order number

  • The item you wish to return

  • The reason for your return

If your return is eligible, our team will provide you with return authorization and instructions for sending your piece back to Maison Maya.

Please do not send an item back without first receiving return authorization.

Refunds

Once your return has been received, it will be inspected to ensure it meets our return conditions.

If approved, you will receive confirmation by email and your refund will be issued to your original method of payment within 5–10 business days.

Please note that your financial institution may require additional processing time before the refund appears on your account.

Original shipping charges and return shipping costs are non-refundable, except where required by applicable law or where Maison Maya has confirmed that an incorrect, damaged, or defective item was sent.

Exchanges

If you would like a different piece or size, please initiate a return for the original eligible item and place a new order for your preferred piece.

This allows you to secure your desired item as quickly as possible, as Maison Maya cannot guarantee that a particular design or size will remain available.

Non-Returnable Items

For the integrity of our jewellery and collections, the following items are considered final sale and are not eligible for return or exchange, except where otherwise required by applicable law:

  • Customized or personalized jewellery

  • Made-to-order pieces where identified as final sale

  • Items that have been altered or resized at the customer's request

  • Items marked Final Sale

  • Gift cards

  • Items that have been worn, damaged, altered, or returned without their original packaging and accompanying materials

For hygiene reasons, certain jewellery may also be ineligible for return once worn or where applicable hygiene protection has been removed.

Damaged, Defective or Incorrect Items

Every Maison Maya order is carefully inspected prior to shipment.

If your jewellery arrives damaged, defective, or you receive an incorrect item, please contact Maison Maya immediately upon receipt so that we can review and resolve the issue.

Please include your order number and clear photographs of the jewellery, packaging, and any visible damage or defect.

Damage caused by normal wear and tear, accidental damage, improper care or storage, or alterations performed by a third party is not considered a manufacturing defect.

Order Cancellations

If you need to cancel an order, please contact Maison Maya as soon as possible.

Orders may only be cancelled before they have entered processing or been prepared for shipment. Once an order has been processed, packed, or shipped, it cannot be cancelled and our standard return policy will apply.

Customized, personalized, and made-to-order pieces may not be cancelled once production has begun.

Return Shipping

Customers are responsible for the cost of returning eligible items unless Maison Maya confirms that an item was received damaged, defective, or incorrect.

We strongly recommend using a tracked and insured shipping service when returning jewellery. Maison Maya is not responsible for return packages that are lost, damaged, or otherwise not received.

Returned items remain the responsibility of the sender until they have been received by Maison Maya.

Contact Us

If you have questions about a return, refund, exchange, or your Maison Maya order, please contact Maison Maya Customer Care using the contact information provided on our website.

Please include your order number whenever possible so we can assist you efficiently.

Maison Maya
Toronto, Ontario, Canada
MaisonMayaStudio.com

Designed in Canada.