​Return and exchange

• Buyers are responsible for return postage costs when exchanging any item. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

• Buyers will also be responsible for the postage of the exchange item and the price difference between the two items (if relevant).

• The exchange of items is subject to availability.

• The exchange of the item or refund can only be processed after the item is returned and received.

• Vary by cases, a 10 % - 15% of the item fee will be charged as a handling fee for the exchange of an item if the case is not eligible for our free return and exchange policy.

• Free exchanges are only for relevant cases raised within 14 days of the addressee receiving the item.

• Items that are not sold as described (for example: seriously misleading information caused by a typo) are eligible for free exchange. Please note that item colour not as expected is not count as ''not sold as described''. This is because the colour of the item photo may vary by device. The quality and setting of the display may also affect how the colour looks like. Please contact us if you have any questions on anything about our product before making the purchase.

• If you would like an exchange, please kindly contact (email or message) for further details before proceeding.

Return, cancellation and refund

• MaakMaak reserves the right to the final decision on all cases.

• A full refund is only available for cases meeting the following conditions:

1. Non-custom made orders

2. Orders cancelled before dispatched

3. Damaged item during transportation (**photos will be needed, many is better than few)

4. When no service fee has been charged by Etsy (except the listing fee)

5. Full refund for relevant cases is raised within 2 working days after the delivery.

6. Cases that meet the full refund requirements.

• In some cases, we will need information like photos, proof of shipping etc. to understand the case or proceed with the refund. Refund is only available or can be processed if required information is provided. **

• A partial refund might be available for some cases, but MaakMaak reserves the right to the final decision on all cases.

• If a return is required, all refunds can only be processed after the item is returned in its original condition. Buyers are responsible for return postage costs.

• Late delivery. Unfortunately, as we have no control over how the delivery service performs, late delivery does not qualify for any refund.

• Missing items and missing orders, lost (missing) delivery might be eligible for a full or partial refund. Vary by cases, please kindly contact.

• Proof of delivery will be relayed on record provided by the carrier. For the definition of lost or missed order, please kindly refer to the carrier.

• For unsuccessful deliveries that are returned to us as the addressee is unavailable. Or if the item was sent to the buyer's given address but returned to us as ''no such person'':

1. First of all, we will contact the buyer through e-mail or message so everything is recorded. This is to protect the benefit of everyone, we will not call the buyer to sort anything.​

2. If we are not able to reach the buyer or there is no response from the buyer, we will attempt to contact the buyer once more. If there is no response after 14 days, we will have no choice but to cancel the order. Please see the details in step 3.

3. Buyers can choose to resend the item or cancel the order, details are as follows:

• To cancel the order, only the partial item price will be refunded. The refund will be the item(s) price after the deduction of a minimum £5 or no more than 10% handling fee plus the necessary service fee already charged by the third parties. Delivery and packing fees will not be refunded in these cases.

• To resend, the buyer will be responsible for the resend postage costs. Item will not be resent until the fund is received.

 

• Cancellation after the order is dispatched. Buyers can return the item to us for a refund of the returned item. Please note that buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Vary by case, a 10 % - 15% of the item fee will be charged as a handling fee for non-custom-made items. As we cannot resell the custom-made item, 60% of the item fee will be charged as the sum of a handling fee and service fee for custom-making the item. Refunds can only be processed after receiving and confirming the condition of the returned item. No shipping will be refunded in the above cases, the refund will be the item(s) price after the deduction of the charges mentioned.

**e.g. Photos like the conditions of everything when you receive the item, (like the outer carton box, the filler (if there's any), the condition of the item package and the item) will surely help.