Politique de remboursement
Refund & Return Policy
Thank you for shopping at maëtaï. As a marketplace platform, we facilitate the connection between customers and brands. Please note that we do not hold or ship the items ourselves. Any returns or refunds must be handled directly with the brand that provided the item, following the guidelines set below.
Return Policy
We work with a 14-day return policy, which allows you 14 days after receiving your item to request a return. However, the return and refund policies are subject to the individual brands' terms, as they manage and process returns directly. We will assist in facilitating this process, but ultimate approval and refund decisions come from the brand.
Return Eligibility
To be eligible for a return, your item must meet the following criteria:
- The item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging.
- You will also need to provide the receipt or proof of purchase.
Please note that the return address and instructions will vary depending on the brand. Once your return request is approved by the brand, we will provide further instructions, including the brand’s return address and any shipping details.
How to Request a Return
To start a return, please contact us at contact.maetai@orange.fr and we will assist you in contacting the brand to initiate the process. Note that returns should not be sent to our address or to us directly. Returns sent without prior approval from the brand will not be accepted.
You can always reach out to us with any return-related questions or for assistance in dealing with the brand.
Damages and Issues
Upon receiving your item, inspect it immediately. If you notice any defects, damages, or if you receive the wrong item, please contact us right away. We will help you communicate with the brand to resolve the issue. The brand may offer a replacement, refund, or repair, depending on the situation.
Non-Returnable Items
Certain types of items may not be eligible for return. These include:
- Perishable goods (e.g., food, flowers, plants)
- Custom-made or personalised products
- Personal care items (e.g., beauty products)
- Hazardous materials, flammable liquids, or gases
Additionally, brands may have their own exceptions or policies, so please review their specific terms before making a return request.
We are unable to accept returns on sale items or gift cards unless the brand explicitly allows it.
Exchanges
If you'd like to exchange an item, the best way to do so is to first return the original item (if the brand’s policy allows it) and then make a new purchase for the replacement. We will assist in guiding you through the exchange process.
European Union 14-Day Cooling-Off Period
If your item is being shipped into the European Union, you are entitled to a 14-day cooling-off period, which allows you to cancel or return your order for any reason without needing to provide a justification. Please note that the item must be returned in its original, unworn, and unused condition, with all tags and packaging intact, along with the receipt or proof of purchase.
Refunds
Once the brand has received and inspected your return, we will notify you of the result. If the refund is approved by the brand, they will process the refund, and we will ensure it is returned to your original payment method within 10 business days.
Please keep in mind that it may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at contact.maetai@orange.fr, and we will help follow up with the brand.
Contact Us
If you have any questions or concerns about the return and refund process, or if you need assistance in coordinating with the brand, feel free to reach out to us at contact.maetai@orange.fr .We’re here to help!