1. Overview
MAIÈ Retail ("we," "us," "our") is committed to customer satisfaction. This Returns & Refund Policy sets out the terms on which products purchased through this website may be returned, exchanged, or refunded, and is provided in accordance with the Consumer Protection Act, No. 68 of 2008 ("the CPA") and the Electronic Communications and Transactions Act, No. 25 of 2002 ("the ECTA").
2. Cooling-Off Period (Change of Mind)
As this website constitutes a distance sale for the purposes of the ECTA, customers are entitled to cancel their order and return the product(s) purchased within seven (7) days of receipt, without penalty and without providing reasons, subject to the conditions set out below.
To qualify for a change-of-mind return, the product must be:
- Unused, unworn, and in its original condition, with all original tags intact;
- Returned in its original, undamaged packaging;
- Complete, with all accessories, components, and documentation included; and
Accompanied by valid proof of purchase.
Return shipping costs: Save where the product received does not correspond to its description or the reasonable expectations created by its listing on this website, the cost of returning the product shall be borne by the customer.
3. Return Procedure
The customer must submit a return request to info@maie.co.za prior to dispatching any item.
We will assess the request for eligibility and, where approved, provide the return address and further instructions.
Products returned without a prior, approved return request will not be accepted.
Returns address: 4 Okkerneut Street, Weltevreden Park, Roodepoort, 1709, South Africa
4. Refunds
Upon receipt and inspection of a returned product, we will notify the customer of the outcome of their return.
Change-of-mind returns: Refunded to the original payment method within 7 business days of receipt of the returned product, less any applicable return shipping costs as set out in Clause 2.
Defective products: In accordance with the customer's rights under the CPA, the customer may elect between repair, replacement, or a full refund to the original payment method.
Store credit may be offered and accepted as an alternative at the customer's election, but shall not be imposed as the sole remedy in respect of a defective product.
5. Products Damaged or Incorrect on Delivery
Customers are advised to inspect their order promptly upon receipt. Should a product arrive damaged, defective, or incorrect, the customer must notify us without delay at info@maie.co.za. We will arrange collection at no cost to the customer and will, at our discretion, provide a replacement or issue a full refund where a replacement is not available.
6. Defective Products
A product shall be regarded as defective where a material imperfection exists in its materials, components, or manufacture, rendering it less fit for its intended purpose than a customer would reasonably be entitled to expect. The following shall not constitute a defect and shall not give rise to a right of return under this clause:
- Fair wear and tear;
- Damage caused by negligence, misuse, or improper application;
- Damage resulting from overexposure to sunlight;
- Damage resulting from inadequate care or maintenance;
- Damage resulting from unauthorised alteration of the product; or
Dissatisfaction where the product conforms to its description but does not meet the customer's personal preference or intended use.
7. Products Excluded from Return or Exchange
The following categories of products are excluded from return or exchange, save where a valid defect is established in accordance with Clause 6:
- Products marked "Sale";
Gift cards and vouchers; and
Products that are damaged or used other than as a result of a defect present at the time of delivery.
8. Incomplete Returns
Where a returned product is incomplete, missing accessories, or missing component parts, we reserve the right, at our sole discretion, to: decline the return; issue a partial refund or credit proportionate to the value of the missing items; or request that the missing items be provided before the return is finalised. Where a return does not conform to the requirements of this Policy, we shall not be liable for any shipping costs incurred by the customer.
9. Cancellation of Orders by MAIÈ Retail
We reserve the right, at our sole discretion, to cancel any order, including but not limited to instances involving pricing or listing errors, unavailability of stock, or suspected fraudulent activity. Where an order is cancelled by us, the customer will be notified and a full refund will be issued to the original payment method.
10. Contact Us
For any queries regarding this Policy, or to submit a return request, please contact us at info@maie.co.za.