At Mahae, customer satisfaction is important to us. We aim to provide a fair, transparent, and simple return and refund process.
Return Window
Customers may request a return within 30 days of receiving their order.
Return Eligibility
To be eligible for a return, the following conditions must be met:
- The product must be unused, unworn, and in original condition
- All original tags and packaging must be intact
- A valid order number or proof of purchase is required
- Return requests must be approved before items are sent back
Returns sent without prior approval may not be accepted.
How to Request a Return
To initiate a return, please contact us within 30 days of delivery:
Email: info@mahae.store
Please include:
- Order number
- Item(s) you wish to return
- Reason for return
Once approved, we will provide return instructions and the return address.
Return Shipping
- Customer Initiated Returns (change of mind, color/style preference):
Return shipping costs are the customer’s responsibility. - Store Error or Damaged Items (wrong item on arrival):
We will assist with the return at no additional cost.
All returns must be securely packaged and shipped using a trackable shipping service.
Exchanges
We accept exchanges.
- Items must meet return eligibility conditions
- Exchanges are processed after the original item is received and approved
- Exchange availability depends on stock
- Additional shipping charges may apply
Non-Returnable Items
Returns are not accepted for:
- Used, worn, or washed items
- Items damaged due to misuse or improper handling
- Items returned outside the 30-day return window
If you are unsure whether your item qualifies, please contact us before returning.
Damaged or Incorrect Items
Please inspect your order upon delivery.
If your item is damaged or incorrect, contact us within 24 hours of delivery and include:
- Order number
- Clear photos showing the issue
Claims reported after 24 hours may not be eligible for resolution.
Shipping Fees & Refunds
If the return is due to our error, product price and shipping fees may be refunded
For customer-initiated returns, shipping charges are non-refundable
Order Cancellations
Orders cancelled before dispatch are eligible for a full refund
Once dispatched, cancellations are handled under this Return & Refund Policy
Refund Processing
Once the returned item is received and inspected, approved refunds are processed within 7 business days
Refunds are issued to the original payment method only
Customers will be notified by email once the refund is completed
Bank or card providers may take additional time to reflect the refund
Transparency & Fairness
All terms are clearly stated with no hidden conditions
If a refund is denied or adjusted, a clear explanation will be provided
When an issue occurs due to our mistake, we take responsibility and resolve it fairly
Get In Touch
Business Name: Mahae
Business Mail: info@mahae.store
Business Hours: 8:00 AM to 4:00 PM
Business Days: Monday to Friday
Business Address: 25 Main St, Balerno EH14 7EQ, United Kingdom