Refund Policy
1. Order Cancellation and Modification Policy
We process and ship all orders very quickly, and we cannot guarantee any changes or cancellations once your order is placed.
Any orders placed after twelve hours cannot be modified or canceled. You will need to wait to receive the order to exercise your right of withdrawal and obtain a refund. No parcel can be refunded if it is already in transit, except in case of delays beyond 18 business days (excluding weekends and public holidays).
If you wish to modify or cancel your order, contact our customer service as soon as possible by email at contact@mawaya.com
We will do our best to modify or cancel your order if it has not yet been processed at our warehouse.
*To expedite the processing of your request, include "Cancel my order" in the subject line of your email along with your full name and order number in the email body.
2. Return and Refund Policy
If the order has been shipped, don’t worry, you can still return it to receive a refund, subject to the following conditions.
Our refund policy lasts 14 days:
If 14 days have passed since your purchase was delivered, unfortunately, we cannot offer a refund or exchange.
To be eligible for a return, your item must be unused and in its original packaging. The shipping label must also be present and intact.
For obvious hygiene reasons, we cannot accept returns once the device has been used.
To initiate a return, please contact contact@mawaya.com with your order number and the products you wish to return, and we will take care of the rest. A quick reminder: if you are returning a gift, make sure you have the order number or the email address of the person who purchased the order. If an item is returned due to a defect or fault on Mawaya's part, we will refund the product price.
To complete your return, we require a receipt or proof of purchase, along with photos of the product proving that it has not been opened. Return shipping costs are the responsibility of the customer.
You have 14 days after your delivery status changes to submit a claim for missing items.
Other non-returnable items include:
- Gift cards
- E-books
- Customized items with customer errors (e.g., typos during order placement)
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable):
Once your returned item is received and inspected, we will notify you by email regarding the approval or rejection of your refund request.
If approved, your refund will be processed, and a credit will be automatically applied to your credit card or original method of payment within one week.
Shipping fees are only refunded in cases of cancellation before shipment.
Late or missing refunds:
- Check your bank account
- Contact your credit card issuer
- Processing usually takes 7 to 14 business days
If you’ve done all this and still have not received your refund, please contact us at contact@mawaya.com
Late or Missing Refunds (if applicable):
If you haven’t received your refund yet, please first check your bank account again.
Then, contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank.
There is often a processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at contact@mawaya.com.
Sale items:
Only regular-priced items may be refunded. Sale items are not eligible for refunds.
Exchanges:
We only replace items if they are defective or damaged.
If you need to exchange an item, email us at contact@mawaya.com
Shipping:
To return a product, contact us via email at contact@mawaya.com, and we will provide the procedure and the address of our warehouse.
Shipping costs are non-refundable. If you receive a refund, return shipping costs will be deducted. You will be responsible for paying the shipping costs to return your item.
Returned items are your responsibility until they reach us.
For returns over 50€, we recommend using a trackable shipping service or purchasing shipping insurance.
We do not guarantee receipt of your returned item.
Return Shipping Fees:
Return shipping costs are the responsibility of the customer, except in cases of defective products or errors on our part.
3. Incorrect Address and Undelivered Parcels
If the parcel cannot be delivered due to an incorrect address provided by the customer, no refund or exchange will be accepted.
If your order is returned to the sender, we will offer a refund minus shipping costs or a re-shipment, according to your choice.
Customer Responsibility:
We encourage customers to carefully check their details before placing an order to avoid delivery issues.
Contact with Customer Service:
If an address error is identified after placing an order, please contact our customer service immediately at contact@mawaya.com. However, address changes cannot be guaranteed and depend on the order processing status.
4. Information on Commission and Fees
We inform our customers that, in some cases, fees may be deducted from the refunded amount to cover transaction-related costs.
Host Commissions:
Our platform provider charges commissions on each transaction. When a refund is issued, part of this refund may be withheld to cover these fees.
We remain committed to transparent communication with our customers. In cases of fees, the customer will be informed of the deducted amount.
Transparency and Communication:
We are committed to maintaining transparent communication with our customers. When a refund is subject to fees, we will clearly inform the customer of the amount deducted and the associated reasons. This information will be included in the refund notification that the customer will receive via email.
We understand that each situation is unique, and our team is available to answer any questions or concerns you may have regarding refund fees. You can contact us at contact@mawaya.com for further clarification or to discuss your specific case.