Returns & Exchanges Policy

HOW TO RETURN AN ITEM TO BY MAYA

It’s Simple!

Fill out the contact form to request a return. Please see our Refund Policy ( before submitting any message ) below to see if your items qualify for a refund:

1. Items must be returned in a new and unused condition.
2. Personalised items are non-refundable

Unfortunately, we do not currently offer a free returns or collections service, any items that are to be returned are the buyers responsibility until they reach us. 

Returns Policy – Terms and Conditions

1. All Refund requests MUST be made by email within 7 days of the item being delivered.
2. All returns must be received within 28 days of receipt.

3. Under the Distance Selling Regulations, the buyer is under obligation to take Reasonable Care of the items whilst in their possession. We request that items are returned with their original packaging, with any labels, within 28 days.
*Any items that do NOT arrive in a re-saleable condition, or in a timely manner will be sent back to the Buyer. 

4. Returns will only be accepted and refunds or exchanges offered, if items are returned to us unused and unwashed, in their original condition with tags intact, free from any marks (e.g. make-up, deodorant, fake tan) or odours (e.g. perfume or cigarette smoke).

5. Sizes are approximate and as described by our manufacturers’ guidelines, therefore it is the customer’s responsibility to ensure they choose the correct size based on the sizing guidelines.
If you are unsure you can contact us via email and we will happily advise further.



Faulty items:

Every item we sell is carefully inspected before it is shipped. If merchandise is defective or damaged upon receipt, please contact us immediately within 7 business working days after your package arrives, as we will be happy to replace it accordingly or refund the price of the item once it is returned to us. 

Once we have received your returns: Please allow 5 working days for your refund to be processed. Refunds will be credited against the card used in the original purchase or sent back to your Paypal account if this was the method used. Please allow 5 to 7 working days for any funds to show back in your account – this is dependent on your bank provider.

International Orders – Exchange rates can fluctuate! Payments and refunds may be affected by this as we do not have any control over when funds are cleared.

Postage and Packaging

Postage is non-refundable and any return costs must be covered by the buyer.

When returning your parcel to us, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot provide refunds or exchanges on products that are lost in the post when being returned back to us.


Custom Made Designs and Personalised T shirts / Tops

Personalised items or items with additional personalisation are non-returnable and not eligible for exchanges.

As stated on the web site and throughout the checkout process, Personalised orders may not be changed or cancelled once submitted as they are made to customer specifications.

We hope you understand our need to keep our costs at a minimum and our turn around times fast, in order to continue to provide you with the best value in the printing industry.

Please allow 1- 3 working days before dispatch. Your parcel will then be sent out.

For personalised items:

  • Returns are only accepted where the fault is ours.
  • In the case that you do receive a faulty personalised item, we must ask that this is returned to us or an image sent before we can send out a replacement.
  • Personalised / custom printed items that are produced on special customer request, are exempt from the right of withdrawal (replacement).

Exchanges

As avid online shoppers ourselves, we know it can be tricky to get the right sizes. We always try to describe items accurately, provide images and follow manufacturers guidelines.

If you would like to exchange an item in your order, there are two options:

Express Exchange – Place a new order for the items that you would like. Send back the unsuitable items within the next 7days. Once we receive these, we will issue a refund for the returned items.

Standard Return – Return the items to us and once we receive them we will contact you to take payment for postage to re-send the items (£2.99).

You can return items to us on any service that you choose. We simply ask that you obtain proof of postage. Please take into account delivery times if you require your items for a particular date, we would recommend the express exchange.

Missing Items  – We must be informed of any Missing Parcels within 7 days of dispatch. 


Other Information

  • We will post to the address given by you when you place your order.
  • An automated email will be sent out to you to inform you that your order has been received and is being processed. Please allow 1 to 3 working days after this email before requesting to track your parcel.
  • If you need your item by a specific date then please let us know when ordering and we will let you know if your order will reach you by then. We will also advise you on the best postage service for your needs.
  • Delivery timescales are based on Royal Mail and courier services and are subject to their terms and conditions.
  • Items returned to us undelivered will incur a re-delivery charge payable in advance of re-delivery. The original postage will not be refunded.
  • Our working days are Monday to Friday excluding UK public holidays.
  • All items are delivered by post; unfortunately, it is not possible for you to collect your item.
  • Please check your email in the days following your order in case we need to contact you to confirm your address details or make any amendments to your order etc.

  • Questions?

Let us know! You can email us at: info@bymaya.co.uk

Many Thanks, 

Team By Maya