Refund policy

MAEN Return & Refund Policy

UPDATED: AUGUST 11, 2025

We stand behind our products, but due to the nature of luxury fragrance and personal-use items, we have strict standards to protect product integrity and customer safety. Please read carefully before placing your order.

Eligibility for Returns

  • Return Window: Returns are accepted within 14 days of delivery.

  • Condition: All returns must be unused, unopened, and in original condition with all seals, protective wraps, tags, labels, and components intact.

  • Opened/Used Products: Due to hygiene and safety regulations, we do not accept returns on any perfumes, sprays, or personal-use items that have been opened or show signs of use — even if only “tested” once.

  • Tamper Evidence: If the tamper seal, shrink wrap, cap seal, or any original packaging component is broken, removed, or altered, the return will be refused.

  • Return Shipping: Customers are responsible for all return shipping costs.

  • Restocking Fee: All approved returns are subject to a 15% restocking fee, deducted from your refund.

  • Non-Returnable Items: Final sale items, promotional items, gift cards, or products purchased at a discount cannot be returned or exchanged.

Refunds

  • Refunds are issued to the original payment method once the return is received, inspected, and approved.

  • Inspection typically takes 3–5 business days after the return arrives at our facility.

  • Refunds may take 5–10 business days to appear in your account, depending on your bank or payment provider.

  • Shipping costs (original and return) are non-refundable.

Damaged, Defective, or Incorrect Orders

  • Inspect your order immediately upon delivery.

  • If your order arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery.

  • Send an email to support@maenofficial.com with:

    1. Your order number

    2. A description of the issue

    3. Clear photos of the product and all original packaging

  • Once verified, we will arrange a replacement or refund at no additional cost to you.

Unauthorized Returns

  • Any return sent without prior approval will be refused and returned to sender at their expense.

  • We reserve the right to refuse any return that does not meet our stated requirements.

How to Request a Return

All returns must be initiated through the MAEN Return Portal via your customer account on our website. Returns requested by email, social media, or any other method will not be processed.

Step-by-Step Process:

  1. Access Your Customer Account

    • Log in to your MAEN customer account from the link in our menu, footer, or returns page.

    • If using our new customer account system, no password is required — simply enter your email address and we’ll send you a six-digit verification code to log in.

  2. Locate Your Order

    • Once logged in, go to your order history and find the order containing the item(s) you wish to return.

    • Click or tap "Request Return" for that order.

  3. Select Items and Provide Details

    • If your order includes multiple items, select only the item(s) you wish to return.

    • Choose a reason for return from the provided list and, if desired, add a note with more details.

  4. Submit Your Return Request

    • Review your selections and submit the return request.

    • Our team will review your request and notify you if it is approved or declined.

Important Notes:

  • Returns can only be requested for orders that are fulfilled or partially fulfilled.

  • Exchanges are not available through the self-serve returns portal.

  • Once a return is approved, you must ship the product back within 5 business days using a trackable method.

  • Any return that does not follow this process will be refused and sent back at the customer’s expense.

Important Notices

  • We are not responsible for return packages lost, stolen, or damaged in transit. We recommend using a trackable shipping service and purchasing insurance.

  • If the returned product arrives damaged or does not match the condition stated in your request, we will refuse the return and send it back at your expense.

  • Abuse of our returns policy (including excessive returns, suspected product tampering, or fraudulent claims) may result in future orders being refused.