RETURNS & EXCHANGES
At MAFERG, every piece is created with intention, craftsmanship and attention to detail.
We want you to feel confident with your purchase. If you need to return or exchange your piece, please review the conditions below.
WHAT CAN I RETURN?
Items may be eligible for return provided that they are:
- In their original condition.
- Unworn and unused.
- Free from marks, stains, perfume, makeup, deodorant or other signs of use.
- Returned with all original tags, packaging and accessories.
- Accompanied by proof of purchase.
Returned products must be handled with reasonable care and in a condition that allows us to assess their nature, characteristics and functioning.
Your statutory consumer rights remain unaffected.
RIGHT OF WITHDRAWAL — EU CUSTOMERS
14-DAY LEGAL RIGHT OF WITHDRAWAL
If you are a consumer located in the European Union, you generally have the legal right to withdraw from your online purchase within 14 days from the date on which you, or a third party indicated by you, receive the goods, without having to provide a reason.
This is your legal right of withdrawal and is separate from any additional voluntary return policy that MAFERG may offer.
To exercise your right of withdrawal, you must inform MAFERG of your decision before the applicable 14-day withdrawal period expires.
You may contact us using:
Please include:
- Your order number
- Your full name
- The item(s) you wish to return
- A clear statement that you wish to exercise your right of withdrawal
You may also contact us through WhatsApp using the contact option provided below.
After informing us of your withdrawal, you must send the goods back without undue delay and, in any event, within 14 days from the date on which you communicated your decision to withdraw, unless applicable law provides otherwise.
The customer is responsible for the direct cost of returning the goods, unless MAFERG has expressly agreed otherwise or applicable law requires MAFERG to bear those costs.
REFUNDS UNDER THE RIGHT OF WITHDRAWAL
If you validly exercise your right of withdrawal, MAFERG will reimburse the payments received from you, including the standard delivery cost paid for the original shipment, subject to applicable law.
If you selected a more expensive delivery method than the least expensive standard delivery option offered by MAFERG, the additional cost of that premium delivery service may not be reimbursed.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed with you and provided that this does not result in any additional cost to you.
MAFERG may withhold the reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
CONDITION OF RETURNED ITEMS
You are responsible for handling the goods only to the extent necessary to establish their nature, characteristics and functioning.
If the value of the goods has been diminished because they have been handled beyond what is necessary to inspect them, MAFERG may be entitled to claim compensation for that diminished value, to the extent permitted by applicable law.
Items should therefore be returned:
- Unworn.
- Unwashed.
- Free from stains, makeup, perfume, deodorant or other marks.
- With original tags and packaging where reasonably possible.
- With all original accessories and components.
This does not affect your statutory rights concerning defective or non-conforming products.
HYGIENE & SEALED ITEMS
Certain MAFERG products may be supplied with a hygiene seal or protective packaging.
Where applicable law provides an exception to the right of withdrawal for sealed goods that are not suitable for return for reasons of health protection or hygiene once unsealed, the right of withdrawal may no longer apply after the protective seal has been removed.
This exception applies only where the legal requirements for such an exception are met.
Your statutory rights relating to defective, damaged or non-conforming products remain unaffected.
EXCHANGES
MAFERG may offer exchanges for eligible products depending on availability.
Items requested for exchange must be returned in their original, unworn and resalable condition, with original tags, packaging and accessories where applicable.
If the requested item or size is unavailable, our team will contact you to discuss the available options.
An exchange does not affect any mandatory consumer rights applicable to the original purchase.
SALE & PROMOTIONAL ITEMS
Sale and promotional items remain subject to all applicable statutory consumer rights.
Any refund will correspond to the amount actually paid for the item, subject to applicable law.
Purchasing an item at a reduced price does not remove or restrict your statutory right of withdrawal where that right applies.
LIMITED-EDITION & COUTURE PIECES
MAFERG creates limited-edition and couture pieces that may involve specialised craftsmanship, limited production runs or additional preparation.
Some products may be made to order, personalised or produced according to specific customer requirements.
Where applicable law provides an exception to the statutory right of withdrawal for personalised or made-to-order products, that exception will apply.
Any applicable restriction will be communicated to the customer before the purchase is completed.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your MAFERG piece arrives:
- Damaged
- Defective
- Incomplete
- Or different from the product you ordered
please contact us as soon as possible.
Please provide:
- Your order number
- Photographs of the issue
- A brief description of the problem
Our team will review the situation and provide the appropriate solution.
Nothing in this Returns & Exchanges Policy limits, excludes or replaces any mandatory statutory consumer rights relating to defective, damaged or non-conforming goods.
NON-RETURNABLE ITEMS
Where permitted by applicable law, certain items may not be eligible for return, including:
- Products that have been worn or used beyond what is necessary to inspect them.
- Products that have been washed, altered or damaged after delivery through improper use.
- Sealed hygiene-sensitive products after their protective seal has been removed, where the applicable legal exception applies.
- Personalised or made-to-order products where the applicable legal exception to the right of withdrawal applies.
- Products specifically manufactured according to the customer's individual specifications, where applicable by law.
These exclusions do not affect mandatory statutory consumer rights.
INTERNATIONAL RETURNS
For orders shipped outside the European Union, return procedures, shipping costs, customs duties and taxes may vary depending on the destination country.
Customers may be responsible for applicable return shipping costs, customs charges, duties or taxes where permitted by the laws applicable to the order.
Specific return instructions will be provided according to the destination and the circumstances of the return.
HOW DO I REQUEST A RETURN?
To request a return or exercise your legal right of withdrawal, please contact:
MAFERG CUSTOMER CARE
Email: envios@maferg.com
Please include your order number and the item(s) concerned.
Our team will provide you with the appropriate return instructions.
NEED ASSISTANCE?
Our team is here to assist you with your return or exchange.