Refund policy

Last updated: 21/11/2025

We want you to love your purchase from Maevi. If something isn’t right, we’re here to help. This Refund & Returns Policy outlines your rights under the Australian Consumer Law (ACL) as well as our store policies.

1. Australian Consumer Law (ACL)

You are entitled to a replacement, repair, or refund if a product:

• is faulty or defective
• is significantly different from the description
• is unsafe
• does not perform as expected

These rights apply regardless of our change-of-mind policy.

2. Change of Mind Returns

We accept change of mind returns within 30 days of delivery, provided the item is:

• unused and in original condition
• in original packaging
• not a sale or clearance item
• returned with proof of purchase

Return shipping for change of mind returns is the customer’s responsibility.

Refunds for change of mind returns will be issued to your original payment method once the item is received and inspected.

3. Faulty or Damaged Items

If your item is damaged, faulty, or not as described, please contact us within 7 days of delivery with:

• your order number
• a description of the issue
• clear photos

Once confirmed, you will be offered:

• a replacement
• a repair (if applicable)
• or a full refund

Return shipping for faulty items is covered by Maevi.

4. Exchanges

Exchanges may be available depending on stock.
To arrange an exchange, contact us and we will guide you through the process.

5. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• earrings or other pierced jewellery
• opened beauty or skincare products
• intimate apparel
• gift cards
• customised or personalised items

These items can still be returned if they are faulty under the ACL.

6. How to Start a Return

To request a return, exchange, or refund, please contact:

Maevi – Customer Support
Email: support@hellomaevi.com

We will provide instructions for returning your item.

7. Refund Processing Times

Once your return is received and inspected, we will notify you of approval or rejection.

Approved refunds are processed within 3–10 business days, depending on your bank.

8. Shipping Costs

• Return shipping for change of mind returns is paid by the customer
• Return shipping for faulty items is covered by Maevi
• Original shipping costs are non-refundable unless required under the ACL