Returns & Exchanges
Returns & Exchanges
At Maasai Mart, we want you to be completely satisfied with your purchase. Our goal is to ensure that your experience with us is positive and that you enjoy your authentic Maasai products. If for any reason you're not happy with your purchase, we’re here to help.
Our Return & Exchange Policy
We offer a 5-day return or exchange policy from the date of delivery. If you are not fully satisfied with your order, you can return or exchange your items for a full refund or an alternative product. Please read the conditions below to ensure your return or exchange is processed smoothly:
1. Eligibility for Returns & Exchanges:
- Items must be in their original condition: Unworn, unused, and with all original tags attached (if applicable).
- Products must be returned in their original packaging (if possible), with the item safely protected during return shipping.
- Custom and personalized items are unfortunately non-returnable unless damaged or defective.
2. How to Return or Exchange Your Item:
To start a return or exchange, please contact us at maasaimartt@gmail.com with the following information:
- Your order number (found on your confirmation email)
- The reason for the return or exchange
- The item(s) you would like to return or exchange
Once we’ve received your request, we’ll send you detailed instructions on how to return the item, along with a return address.
3. Return Shipping:
- Return shipping is the responsibility of the customer unless the item is faulty or damaged upon arrival.
- We recommend using a tracked shipping service for returns, as we cannot guarantee receipt of your returned item without tracking.
- Please keep your proof of postage until we have confirmed receipt of the return.
4. Refunds:
- Once we receive the returned item and inspect its condition, we’ll process your refund. Refunds will be issued to your original payment method.
- Please note: It can take up to 7-10 business days for your refund to appear in your account, depending on your bank or payment provider.
5. Exchanges:
- If you would like to exchange your item for a different size, color, or product, please let us know in your return request.
- We’ll process the exchange as quickly as possible, based on availability. If your preferred item is out of stock, we will contact you to offer an alternative or issue a refund.
6. Damaged or Defective Items:
- If your product arrives damaged or defective, please contact us within 7 days of receiving your order.
- We will offer a full refund or replacement for any damaged or faulty items, and we will cover the cost of return shipping.
7. Non-Returnable Items:
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Earrings or other body jewelry
- Customized or personalized products
Exchange or Refund Processing Times:
Once we’ve received your returned item, we aim to process exchanges and refunds within 5-7 business days. During busy times, such as holidays, this may take a little longer. We’ll send you an email confirmation once your refund or exchange has been processed.
Contact Us:
If you have any questions or need assistance with your return or exchange, feel free to reach out to us at maasaimartt@gmail.com or call +447810453445. We’re happy to help!
Thank you for supporting Maaai Mart and our mission to preserve the beauty and authenticity of Maasai culture!