Returns & Refunds Information

This page summarises how returns and refunds work at Mairaz. The full Refund Policy is the governing document.

Every Mairaz piece is made to order: cut, stitched and finished specifically for you once your order is placed.

Order cancellations

You may cancel your order for a full refund within 24 hours of placing it. After this window, production and logistics have usually begun and the order cannot be cancelled or refunded.

Mairaz Money-Back Protection

  • Return window: request Money-Back Protection within 7 calendar days of delivery.
  • Applies to Unstitched, Standard Stitched, Custom Stitched and Made-to-Measure orders.
  • Refund: the full product price to the original payment method, once the returned item is received and inspected.
  • Condition: the item must be unworn, unwashed, unused, unaltered, undamaged after delivery, and returned with its original tags, accessories and packaging.
  • Return shipping: if the item is faulty, damaged on arrival, incorrect or materially different from its description, Mairaz covers reasonable return shipping. For returns made for any other reason, the customer pays return shipping.
  • Customs duties and import taxes paid to customs authorities or delivery companies are not collected by Mairaz and cannot be refunded by Mairaz.
  • Processing time: approved refunds are processed within 5 to 10 business days after the returned item is received and inspected. Your bank may take additional time to show the refund.

This protection does not reduce or replace any statutory consumer rights.

Damaged, defective or incorrect items

If your order arrives damaged, has a manufacturing defect, or is not what you ordered, email support.mairaz@gmail.com within 48 hours of delivery with clear photographs and your order number. Where the fault is ours, we will arrange a replacement (subject to availability) or a refund of the order value.

How to return an item

Please do not ship anything back before contacting us. Email support.mairaz@gmail.com to request a return authorisation. We will confirm whether the item qualifies and send return instructions and the return address. Once a return is approved, the item must be dispatched within 7 calendar days with valid tracking. Items sent back without prior authorisation cannot be processed.

Questions

For any question about a return, exchange or refund, contact support.mairaz@gmail.com. See also our Shipping & Delivery Information.