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Our Policy
Exchange and Refund
Our exchange and refund policy is designed to ensure that our customers are satisfied with their purchases and to win your love to Mazaan and its products. If you are not satisfied with your purchase, you may read the below policy and apply your request if the conditions applies.
Exchange
Custom made orders: Cannot be replaced with another piece only in the event of damage or manufacturing defect in the piece. The customer must submit a replacement request within 2 working days from the date of receipt of the order and one day in the event of buying a piece from the sale items without the need to pay a shipping or delivery fee. customer should provide us with the order number and the date of receipt with a picture of the damage or defect on the same date of receiving that piece, it should also must be unused and in the same condition when received with all attachment on.If any of those conditions are not valid, the return request will be rejected and the item will be sent back to the customer in addition to paying the delivery or shipping fees.If these conditions are compatible, the item will be exchanged with a new item of the same value within 10-30 days.When receiving the new item, this item cant be exchanged or refunded.
Refund
Custom made orders: Customer must submit a refund request within 3 working days from the date of receipt of the order ONLY in the event of damage or manufacturing defect in the piece and 1 day in the event of buying a product from the sale items, without the need to pay a shipping or delivery fees.Customer should provide us with the order number and the date of receipt with a picture of the damage or defect on the same date of receipt. The piece must also be unused and in the same case of receipt with all attachments on.In the event of failure to achieve any of those conditions, the return request will be rejected and the piece will be sent back to the customer in addition to paying the delivery or shipping fees.If these conditions are applied, the amount will be refunded to the bank account of the customer paid with within 14-21 working days.Ready to wear items:Request must be submitted within one working day, but if the reason for the return is (personal) and not a manufacturing defect or damage, the customer pays the delivery or shipping fees for the return process. Also, the piece must be in the same condition as receipt and with all accessories and unused. If these conditions are not valid, the return request will be rejected and the piece will be sent to the customer. In addition to paying the delivery or shipping fees. If these conditions are met, the amount will be refunded on the customer's credit card within 14-21 working days.
How to Request
Contact us by email or through WhatsApp and provide us with :- the order number - the type of request (replacement or refund) you want to submit. - Take a photo of the product and explain the reason for the replacement or refund - Clarify the date the product was delivered by the company to you. If all conditions were clear and approved, you will be provided with a refund/exchange receipt details and the delivery company will collect the item within 24 hours. After we receive the item , it will be checked and once its confirmed, we will ship the replacement order in case of replacement or refund if you request a refund, the cash back period will be depending on the payment method and banks and the replacement period is 7 working days from the date we received the item from the shipping company.For the sale items: you should replace your request within 1 day for a refund and 3 days for exchange.