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.
If you have questions about our jewellery, returns, shipping or orders, please visit our Frequently Asked Questions page for more information.
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
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
4. Return Process
To return an item:
Email us at sales@mayasgems.co.za to initiate a return. Delivery address will be confirmed afterwards.
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
