Refund policy

Change of Mind Returns

We offer a 7-day change of mind return policy. You have 7 days from the date you receive your item to request a return. To be eligible, your item must be in the same condition as when you received it — unworn, unused, with original tags attached and in its original packaging. Your receipt or proof of purchase is also required.

To start a return, contact us at hello@maiacrystals.co.nz. If your return is accepted, we’ll send you a return shipping label and instructions on where to send your package. Please note that return shipping costs for change of mind returns are the customer’s responsibility. Items sent back without first requesting a return will not be accepted.

Faulty, Damaged or Incorrect Items

Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at hello@maiacrystals.co.nz so we can assess the issue and make it right. Under the New Zealand Consumer Guarantees Act, you are entitled to a repair, replacement, or refund for faulty goods — and these rights are not limited by our 7-day change of mind window.
Exceptions – Items That Cannot Be Returned for Change of Mind

The following items are not eligible for change of mind returns: perishable goods, custom or personalised orders, personal care or hygiene products, sale items, and gift cards.

Exchanges
The fastest way to get what you want is to return your original item and, once your return is accepted, place a new order for the replacement item.

Refunds
Once we receive and inspect your return, we’ll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund. If more than 15 business days have passed since your refund was approved, please contact us at hello@maiacrystals.co.nz.