Refund & Return Policy

Customer Satisfaction & Refund Policy

Your satisfaction is our top priority. If you receive a damaged, defective, or incorrect item, please inform us immediately. Upon verification, we will either send a replacement or issue a full refund once the damaged or defective product has been returned. No additional shipping fees will be charged for such replacements. For more details, please see our Cancellation & Return Policy.

Refund & Return Policy

We follow a Closed-Box Delivery policy to ensure product authenticity, protect customer privacy, and prevent tampering or modification. If you receive a damaged, defective, or incorrect product, please return it to MAYA for review. A replacement or appropriate adjustment will be arranged according to the conditions below. Reporting a Damaged, Defective, or Incorrect Product • Report to our Customer Relationship Management (CRM) Department within 24 hours of receiving the product • Complaints must include clear photo or video evidence. • This policy does not apply to products with pre-declared conditions. • Products can be exchanged or returned within 7 days for reasons such as dissatisfaction with smell, texture, color, design, or personal suitability. • Returns are not accepted if less than 50% of the product remains. Incorrect Orders Placed by Customers If a wrong product was ordered by mistake, exchanges may be considered upon payment of return and re-delivery charges. Exchanges are subject to product type, risk, and management discretion. Return Requirements To qualify for a return or exchange, the following must be provided: • Original invoice • Original box and intact packaging (where applicable) • Undamaged product in its original condition After review and verification according to our return and refund policy and the applicable consumer protection regulations of Bangladesh, the CRM Department will determine eligibility for replacement or appropriate refund. If an exchange is approved, the product transfer and fulfillment process will be completed within 7–10 working days, subject to successful return verification and logistical feasibility.

Pickup & Delivery Timeline

• Both inside and outside Dhaka, the CRM Department will arrange pickup through a third- party courier. You will not incur any cost (conditions apply). • Pickup may take up to 7 working days. After the returned product reaches MAYA, exchange delivery may take up to an additional 7 working days.

Cancellation Policy

Customer-Initiated Cancellation • Orders can be cancelled before they are processed, dispatched, or handed over to the delivery partner. • Orders that are already dispatched or out for delivery cannot be cancelled. • To request a cancellation, contact our CRM Department at 0800-0888-000 (Toll-free) within the applicable timeframe. Company-Initiated Cancellation We reserve the right to cancel an order under the following circumstances: • Product unavailability • Pricing or listing errors • Suspected fraudulent or unauthorized transactions • Incomplete or unverifiable customer information • Unforeseen operational or logistical issues In such cases, customers will be notified promptly, and any payments received will be refunded in full.

Cancellation Policy

For questions regarding our Refund & Return Policy, contact our Customer Relationship Management Department: 📧 Email: [email protected] 📞 Phone (24/7, Toll-free): 0800-0888-000