The following terms and conditions apply to all orders placed on our website.
REFURNS
1. ORDER ADJUSTMENT/CANCELLATION
1.1. We typically start processing your order as soon as it is placed to ensure you will receive it on time. As a result, once an order has been processed, certain information cannot be modified. Within 06 hours of placing your order, please reach us via our Contact Form if you need to change any order details so that we can assist in making possible changes.
You may change the product variant and/or shipping address. If the new product variant or shipping address increases the value of the original order, an additional payment will be required; if we don’t receive your payment confirmation within 48 hours, we will process the order following the original information. If your order update request decreases the value of the original order, the pricing difference will not be refunded.
If you cancel some products, your order may no longer be eligible for the promotion.
1.2. If you cancel your order within 06 hours of placing it, you will be held responsible for the payment fee (if incurred), which is non-refundable.
1.3. Cancellation beyond 06 hours after placing an order is not allowed. In case there is any inaccurate or insufficient information, such as an incorrect or inadequate address which prevents us from processing and/or delivering the order, we will notify you via your registered email. If we don’t hear from you within the specified time, we may need to cancel the order and refund the remaining amount (if any) after deducting all incurred costs of processing and shipping the product(s), depending on the order’s state.
2. REPLACEMENT & REFUND
2.1. Replacement or refund conditions (if applicable):
Your order is not successfully delivered after 45 business days and no later than 60 business days from the order placement date for Standard shipping and Premium shipping, or after 60 business days and no later than 90 business days for Eco shipping.
Your order has an issue with inadequate quality. Please be aware that any quality-related claims must be made within 14 days of the date indicated on the tracking information for the package.
2.2. To assist us in resolving product-related issues promptly, the complaint should be accompanied by complete and clear proof, as specified below:
An unboxing video when you receive the package
Photo(s) of quality issues and any damaged parts of the actual product received;
Photo(s) of the incorrect item received (in case the item delivered is incorrect in terms of color/design/size compared to the order confirmation);
Photo(s) of the size label and the entire item when measured with a ruler (in case of size is inconsistent with measurements stipulated in the size chart);
Photo(s) of the original shipping label of the product received.
2.3. After we confirm through email that you are qualified for a refund or replacement, we will process your refund/replacement within 07 business days of confirmation.
You should receive the tracking number for your replacement product(s) within 7-10 business days after confirmation.
You should receive your refund within 3-5 business days of confirmation. Kindly note that your payment provider determines when your refund will be credited to your payment account.
3. DISCLAIMER
3.1. You must provide all information and/or documentation related to your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if fraudulent activity is detected, or to refuse support if you do not sufficiently provide complete or accurate information and documents in accordance with our refund policy.
3.2. We will not be liable for any loss or shipment delivery failure caused by the recipient’s absence, an incorrect or insufficient address, package refusal, or theft of goods after delivery.
3.3. We will not accept responsibility for any claim resulting from user error, such as wrong size, design, or color selection.
3.4. Bulky and oversized product packaging must adhere to the carrier’s standard criteria. As a result, when the products are folded when packaged, they may have creases. Please note that this is not a product flaw. To prevent wrinkles and creases, spread the product flat for 3-5 days.
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RETURNS
Maisashi offers a 30-day quality guarantee for damaged/faulty item(s). Customers can return defective item(s) for a refund, replacement, or exchange. Please initiate your request of choice in our contact portal here. Requests older than 7 days from delivery date will not be accepted.
For non-quality related issues such as no longer wanting the item, ordering the wrong size or color, we’re happy to offer size/color exchanges within 30 days of order delivery date. If you’d like to swap an item for another size or color, simply go to contact us to request the exchange.
Returned item(s) must be unwashed, unworn, unused, and in brand new condition with tags.
Exchange requests must be for products with the same or lower value only.
We do not provide pre-paid return labels; you are responsible for covering shipping costs to return except in cases where the item is confirmed to be faulty by our team.
You will be notified via email about your return status. If you are eligible for a refund, the refund amount will be credited to your original payment method within 3-7 days. Please note the original shipping charge is non-refundable.
RESERVED RIGHTS REGARDING RETURNS
Maisashi reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of “wardrobing”
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
1. Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
2. Not 100% Happy with Your Order
After getting your order, if you feel dissatisfied, please contact us to get support. Our customer service will review your request and send out further instructions. Depends on each situation, we will offer an up to 100% refund of item value/shipping fee/order value.
3. Damaged/Wrong/Missing Items
If the product is defective or does not properly function as advertised. Kindly take an unboxing process video in case there is a problem with your order for a resolution. To resolve your case, send us proof of your problem via Here.
The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed. We’ll send you replacements as soon as we confirm the situation, no need to return the defective ones. We will use this information to help you with your order, and eliminate errors in the future.
Caution: This warranty only covers manufacturing defects and does not cover:
– Damage caused by accident
– Improper care
– Normal wear and tear
– Break down of colors and materials due to sun exposure
– Aftermarket modification
Our policy may last 30 days from the arrival date. If 30 days have gone by since you received the item, unfortunately, we can’t offer you a full refund or replacement.
Please note that we are unable to refund orders which function properly and are the same as what you order.
4. Lost Packages
If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait for 30 days before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically to track its progress and provide accurate updates.
Kindly noted that for any reports of lost packages, it is essential to submit together with the Loss of Certificate or official information from the local post office on your package order status.
5. Package was disposed of by the Post Office (P.O)
We happily resend orders that were disposed of by the Post Office when the address was valid and correct. Otherwise, we are sorry that any replacements, refunds, or credits for invalid address entries of the customers are not applicable. We are also not responsible for cases where an intended recipient has moved or an intended recipient cannot be contacted leading to delivery failures.
6. Let us know if you have any issues with your order: