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At MAYA’S, we are committed to customer satisfaction. If you’re not completely happy with your purchase, you may request a return or exchange under the terms outlined below.

1. Return & Exchange Eligibility

You may return items purchased from the MAYA’S Online Shop within 7 days of receipt for a refund or exchange, provided:

  • The item is unused, in its original packaging, and in new, resalable condition

  • You include a receipt or proof of purchase

  • The item was purchased directly from the MAYA’S Online Shop (returns from physical stores are subject to that store’s own policy)

2. Items Not Eligible for Return or Refund

The following items are non-returnable:

  • Sale items

  • Customised or engraved jewellery

  • Earrings and piercing jewellery, unless faulty (due to hygiene reasons)

3. Exchanges

We offer exchanges only in the following cases:

  • The item is defective, damaged, or incorrectly sized

  • For sizing exchanges, the item must be unworn, in original condition and packaging

In-store exchanges may be accommodated at our Menlyn Maine store (Pretoria), subject to store discretion.

4. Return Process

To return an item:

  1. Email us at sales@mayasgems.co.za or call 083 274 5882 to initiate a return.

  2. Send your item to:

    MAYA’S Jewellery
    Shop 32, Menlyn Maine Central Square
    Cnr January Masilela & Amarand Ave
    Waterkloof Glen Ext 2, Pretoria 0181, South Africa

For faulty or defective items:

  • Ship the item back to us.

  • We will reimburse your return shipping cost via EFT once the defect is confirmed.

For general exchanges or non-faulty returns:

  • Customers are responsible for return shipping costs

  • After we receive and inspect the return, we’ll send you a confirmation email

  • Refunds will exclude shipping fees and are subject to a 15% handling fee

  • If you’d like a replacement, you’ll need to place a new order

5. Refund Method & Timeline

  • Approved refunds will be issued to the original payment method

  • Processing may take 5–7 business days after return inspection

  • Return shipping costs are non-refundable

6. Additional Notes

  • Exchange delivery times may vary based on location

  • This policy does not affect your statutory rights