Refund policy

All sales are final. We do not accept returns, exchanges, or cancellations once an order has been placed.

We take great care in inspecting and securely packaging every product before dispatch. However, in the unlikely event that your product arrives damaged or defective, please contact us within 24 hours of delivery.

To be eligible for a damage claim:

• A continuous, unedited unboxing video must be recorded from the moment the package is opened.
  
• The video must clearly show the shipping package, product, and any visible damage.
  
• Claims without a valid unboxing video may not be accepted.
  
• Please contact us within 24 hours of delivery and provide the unboxing video along with your order details and photographs of the damage.
  
• Once the claim is reviewed and approved, we may offer a replacement or other appropriate resolution at our discretion.
  

Please Note: Minor variations in color, texture, stone appearance, or finish may occur due to lighting, photography, screen settings, and the natural characteristics of the materials. These are not considered defects.

By placing an order, the customer acknowledges and agrees to this No Return Policy and the above damaged-product claim requirements.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@mayaornaments.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@mayaornaments.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@mayaornaments.com.