Returns, Exchanges & Refunds

Effective 18 August 2026 · Policy version 2026-08-18.v1

Please contact MAEL within 3 calendar days after receiving the order where reasonably possible. A delayed notification will be assessed according to the circumstances and does not reduce any longer period or remedy required by applicable law.

Incorrect, damaged, defective or non-conforming items

Please retain the item, packaging and labels and provide reasonable supporting information such as photographs. Depending on the circumstances, product availability and applicable law, MAEL may offer repair, replacement, exchange, refund or another appropriate remedy.

Where the return is caused by an error or non-conformity attributable to MAEL, or where applicable law requires it, MAEL will provide return instructions and bear or reimburse reasonable, documented standard return-shipping costs.

Size, preference or change-of-mind requests

These requests may be accepted only where the product is eligible and MAEL approves the request. The item must normally be unused, unworn, unwashed, unaltered and returned with its original tags, packaging and proof of purchase.

For an approved request not caused by MAEL, the customer is responsible for return shipping and any associated destination or re-export charges, except where applicable law provides otherwise.

Custom-made, personalised, hygiene-sensitive or final-sale items are restricted only where that restriction was clearly disclosed before purchase and is permitted by applicable law.

International refusal or non-collection

Refusing delivery, failing to pay destination charges or failing to collect an order does not by itself create an automatic right to cancellation or a full refund. Any refund or reshipment will be assessed under the accepted Terms, the International Orders Policy and applicable law. MAEL will deduct only actual, reasonable, documented and non-recoverable costs where such a deduction is legally permitted.

Refunds

Once approved, MAEL will process a refund to the original payment method unless another method is agreed or required by law. The payment provider or card issuer may require additional processing time.

Where the issue is attributable to MAEL, the refund will include the amounts required by applicable law and any other amount MAEL confirms as appropriate. For an approved preference or size-related return not caused by MAEL, original shipping charges and third-party destination charges may be non-refundable, except where applicable law requires otherwise.

Read the complete Order, Payment, Shipping, Returns & Refunds Terms.
Read the International Orders Policy.
Read the Complaints & Dispute Resolution procedure.

Nothing on this page limits any mandatory consumer right or remedy.