Refund policy

Online Returns & Refunds Policy

We want you to feel confident shopping with Maya Couture. Please review the guidelines below before sending a return or exchange.

1. Changed Your Mind? (7-day cooling-off period)

In terms of the Electronic Communications and Transactions (ECT) Act, you may cancel your order for any reason within 7 days of delivery.

  • Refund options: Choose an exchange, store credit, or a full refund to your original payment method.
  • Condition: Items must be returned unworn, undamaged, in their original packaging, with all tags attached.
  • Return shipping: The return courier cost is your responsibility.

2. Exchanges & Change of Mind (after 7 days)

After the initial 7-day cooling-off period, we offer a 30-day window for size exchanges or store credit only.

  • Cash refunds are not available for change-of-mind returns after 7 days.
  • Items must be in their original, pristine condition with all tags attached.
  • Return shipping is at your own expense.

3. Defective, Faulty, or Damaged Items

If a garment has a genuine manufacturing defect, such as faulty stitching, a broken zip, or a material flaw, you are protected under the Consumer Protection Act (CPA).

  • Timeframe: Return the defective item within 6 months of the purchase date.
  • Your choice: Once the defect is verified, you may choose a full cash refund, a replacement, or a repair.
  • Proof of purchase: Required for all defect-related returns.
  • Return shipping: The return courier cost is your responsibility.

Please note: This policy does not apply to damage caused by normal wear and tear, alterations, misuse, or incorrect washing or care.

4. Exclusions: Hygiene & Safety

For health and hygiene reasons, we cannot accept returns or exchanges, or offer vouchers, for the items below unless they are genuinely defective:

  • Underwear and bodysuits
  • Earrings and body jewellery
  • Clearance, “As-Is,” or final-sale items where the specific defect was disclosed before purchase

Need help with a return?

Please keep your proof of purchase and ensure your item meets the condition requirements above before arranging your return.