Refund policy
1. Overview
This Return and Refund Policy explains the procedures and requirements relating to returns, exchanges, refunds, and order cancellations. It should be reviewed alongside our Terms of Service. Nothing in this policy limits any applicable consumer rights regarding items that are defective, damaged, or supplied incorrectly.
2. Return and Exchange Period
Customers can request a return or exchange within 30 days of the delivery date. Requests submitted after the 30-day period will not be accepted.
3. Return or Exchange Eligibility Requirements
To be considered for a return or exchange, products must satisfy all of the following requirements:
- The item must be unused and returned in the same condition in which it was received.
- All original packaging, accessories, manuals, and included components must accompany the return.
- The item must not display signs of use, cleaning, alteration, or damage caused after delivery.
4. Requests That Cannot Be Approved
A return or exchange request will be declined if:
- The item does not meet the stated eligibility requirements.
- The product has been damaged due to misuse, improper handling, or failure to follow care instructions.
- The item is returned without obtaining authorization from our support team.
5. How to Request a Return or Exchange
To initiate a return or exchange, contact MAILL within 30 days of the delivery date. Please provide your order number, details of the item, the reason for the request, and any supporting photographs if applicable. Returns sent without prior approval cannot be processed.
6. Issues with Your Order
If you receive an item that is damaged, defective, or different from what was ordered, please email MAILL and include the following details:
- Order number
- Description of the problem
- Clear photographs of the item received
Upon review of the submitted information, appropriate action will be taken, which will include a replacement item or a refund.
7. Return Shipping
Once a return request has been approved, detailed return instructions and the return address will be provided by our support team.
- Return shipping costs for approved claims involving damaged or incorrect items will be covered by the store.
- For all other approved returns, customers are responsible for the return shipping costs.
- No restocking charges apply to approved returns.
8. Refund Procedure
All returned items are inspected upon receipt. Customers will be notified once the review process has been completed. Approved refunds are issued to the original payment method within 7 days following approval. Processing times may vary depending on the payment provider or banking institution.
9. Product Exchanges
Exchanges are processed after the returned item has been received and reviewed. If the requested replacement item is unavailable, a refund will be issued instead.
10. Cancelling an Order
Orders will only be cancelled before processing begins. Cancellation requests must be submitted before processing begins by contacting MAIL. Once processing has started, cancellation is no longer available, and any return request must follow the conditions outlined in this policy.
11. Misuse of the Policy
We reserve the right to refuse return, refund, or exchange requests where fraudulent activity is suspected, where the policy is being misused, or where there is a pattern of excessive or abusive return behavior.