Refund policy

Return & Refund Policy

At Mae & Rose Jewels, we take pride in the quality of our pieces. If you are not fully satisfied with your purchase, you may request a return within 30 days of delivery, subject to the conditions outlined below.

1. How to Initiate a Return

To start a return, please contact our support team at: Email: maeandrosejewels@gmail.com

Your email must include:

  • Order Number

  • Full Name and Delivery Address

  • Reason for the return

  • A clear photo of the product (required if the item is damaged or defective)

Important: Please wait for our written confirmation and return instructions before sending any items back. Returns sent without prior approval will not be processed.

2. Return Conditions

To be eligible for a refund or exchange, the following criteria must be met:

  • The item must be unused, in its original condition, and in its original packaging.

  • Items must not show any signs of wear, scratches, or damage occurring after delivery.

  • Hygiene Standard: For health and safety reasons, earrings and other hygiene-sensitive items must be returned in pristine, unworn condition.

  • Regular Price: Only items purchased at regular price are eligible for return. Items purchased during promotions, sales, or clearance events are considered Final Sale (see Section 5).

Shipping Costs: Return shipping costs are the sole responsibility of the customer. We do not provide prepaid return labels.

3. Refund Processing

Once your return is received and inspected:

  • We require a valid Track & Trace number and proof of delivery for all return shipments.

  • Approved refunds are processed within 7 working days.

  • Refunds will be issued via your original payment method.

  • We reserve the right to deduct an appropriate amount from the refund if the item shows signs of use beyond normal inspection.

4. Order Cancellations

Orders are processed immediately to ensure fast delivery. For this reason, orders cannot be modified or canceled once they have been submitted. If your order is already in transit, please follow the return process upon arrival (if eligible).

5. Promotional & Discounted Items

Items purchased during sales, clearance periods, or via special discount codes are considered Final Sale.

  • These items are not eligible for returns or exchanges.

  • Exceptions: If a promotional item arrives defective or damaged, contact us immediately upon delivery with photographic evidence for a replacement or store credit review.

6. Shipping Liability & Claims

  • Carrier Responsibility: Mae & Rose Jewels is not responsible for delays caused by carriers, customs processing, or weather. Once a package is marked as "Delivered," responsibility transfers to the recipient.

  • Lost or Stolen Packages: We are not responsible for packages lost or stolen after they have been handed over to the carrier.

  • Incorrect Addresses: Customers are responsible for providing accurate shipping data. If a package is returned due to an incorrect address or refusal of delivery, the customer is responsible for reshipment costs.

  • Returns Lost in Transit: We are not responsible for return shipments lost or damaged. We strongly recommend using a trackable shipping method.

7. Payment Disputes

We are committed to excellent customer service. We encourage customers to contact us directly to resolve any issues before initiating a chargeback or payment dispute, as we can often find a faster and more favorable solution for you.

By placing an order with Mae & Rose Jewels, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.