Refund policy

Return and Refund Policy for Maya Supplies

At Maya Supplies, we strive to offer top-quality products and services. We understand that sometimes purchases may not meet your expectations, and we want to ensure your complete satisfaction. If you’re not fully happy with your order, our 30-day return policy allows you to request a return within 30 days of receiving your item.

Eligibility for Returns, Refunds, Exchanges, or Repairs

You are entitled to return goods and ask for a refund, exchange, or repair if the goods you purchased:

  • Have a fault that you could not have known about at the time of purchase (see below for goods damaged in transit).
  • Are not the same as the description provided.

However, you are not entitled to a refund if:

  • You simply change your mind or no longer want the goods.
  • You realize you can't afford the goods.
  • You found the same item at a cheaper price elsewhere.
  • You chose the wrong product, size, or style.
  • You knew about the particular fault prior to purchase.

Return Process and Conditions

All claims must be made within 5 days of receiving the product. To be eligible for a refund, exchange, or repair, the returned item must be:

  • Unopened and in its original packaging.
  • In new, unused condition.

Customers are responsible for return shipping costs unless otherwise specified by Maya Supplies.

We reserve the right to offer a refund or replacement at our discretion. Refunds will be processed using the original payment method, and will be completed within 14 business days upon receiving your request.

This policy operates in addition to your statutory rights for returns of faulty goods.

Damages and Issues

Please inspect your order immediately upon reception. If you find the item to be defective, damaged, or if you received the wrong product, contact us as soon as possible so we can resolve the issue.

Goods Damaged in Transit:

We advise customers to check every carton/package received for any damage before signing the consignment note confirming receipt. Any damage, such as being wet, open, or visibly damaged, should be noted on the consignment note. If possible, take and send us digital images of the damage to assist with claims.

This process helps us hold couriers accountable and ensures proper handling of damaged goods.

Exceptions / Non-Returnable Items

Certain items cannot be returned, such as:

  • Perishable goods (e.g., food)
  • Personal care products (e.g., beauty items)
  • Hazardous materials, flammable liquids, or gases

Sale items and gift cards are also non-returnable. If you are unsure about an item, feel free to contact us for clarification.

Refund Process

Once we receive and inspect your returned item, we will notify you of the status of your refund. If your return is approved, you will be refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at info@mayasupplies.com.au.

Exchanges

To exchange an item, we recommend processing a return for the original item and placing a new order for the item you wish to exchange it for.

Shipping Costs

Customers are generally responsible for the costs associated with returning goods, unless specified by Maya Supplies. If you are returning a faulty or damaged item, we will cover the return shipping costs.

Contact Us

For any questions or to initiate a return, please contact us at info@mayasupplies.com.au. We are here to assist you!