RETURNS AND REFUNDS POLICY

Last updated: 01/01/2026

At MAVA, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your product, we have a clear and transparent return policy to assist you throughout the process.

1. RETURN PERIOD

  • You have a period of 14 calendar days from the date of receipt of your package to request a return, in accordance with the European Union's right of withdrawal.

2. PRODUCT CONDITIONS FOR RETURN

For us to accept the return and process a refund, the product must strictly comply with the following requirements:

  • It must be completely new, unused, and in the same condition in which you received it.
  • For hygiene and health reasons (as these are personal and hair care products), returns will not be accepted for items that have been opened, tested, or used, unless they present a manufacturing defect.
  • It must include its original intact packaging, as well as all its accessories, manuals, and included components.

3. RETURN PROCESS

To initiate a return, follow these simple steps:

  1. Send an email to info@mavaoficial.com with the subject "Return - Order Number".
  2. Attach clear photos of the product in its original box so we can verify its condition.
  3. Our team will respond within 24/48 hours with shipping instructions and the address of our service center. Please do not send the product back to the manufacturer's address without our prior confirmation.

4. RETURN SHIPPING COSTS

  • Customer's decision (Withdrawal): If you wish to return the product because you changed your mind or it does not meet your personal expectations, the return shipping costs are exclusively at the customer's expense. We recommend using a courier service with a tracking number, as MAVA is not responsible for packages lost during the return journey.
  • Defective or incorrect product: If the product arrives damaged, has a manufacturing defect, or does not match what you purchased, MAVA will cover all collection or reshipment costs for a new item. You must notify us within a maximum of 48 hours of receipt with photos or videos demonstrating the defect.

5. REFUND PROCESS

  • Once we receive the package at our facilities and verify that it meets the hygiene and packaging conditions, we will proceed to process your refund.
  • The money will be automatically returned via the same payment method you used when making the purchase.
  • Refunds usually take between 5 and 10 business days to appear in your bank account or card statement, depending on your financial institution.

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