Once an order is confirmed, Maati will not accept return or refund requests. However, in the following situations, we will work to find an amicable solution that is fair to all parties:
Damaged Product
- Notification: Notify Maati of the damaged product within 5 days from the delivery date via email to hello@maatienterprises.com.
- Email Requirements: Include the order number, an image of the invoice, 1 outer box image, and 2 clear images of the damaged product.
- Replacement: Only the affected product can be returned and replaced in case of multiple item shipments.
- Resolution: We will promptly replace the damaged product(s) and provide an amicable solution.
- Response Time: Emails will be responded to within 24-48 hours with full assistance thereafter.
Missing Product
- Notification: Notify Maati of the missing product within 5 days from the delivery date via email to hello@maatienterprises.com.
- Email Requirements: Include the order number, an image of the invoice, 1 outer box image, and 2 clear images of the opened box with all items received.
- Replacement: We will promptly re-send the missing product.
- Response Time: Emails will be responded to within 24-48 hours with full assistance thereafter.
Spoiled Product
- Notification: Notify Maati of spoilage of the product within 10 days from the delivery date via email to hello@maatienterprises.com.
- Email Requirements: Include the order number, date of packaging/manufacture, and clear images or videos of the product.
- Natural Variance: We will not accept returns due to variance in taste, texture, color, or aroma, as our products are natural and handmade, leading to batch differences.
- Resolution: We will work on providing an amicable solution, replacing the product after due investigation and diligence to ensure a fair outcome.
- Response Time: Emails will be responded to within 24-48 hours with full assistance thereafter.
Refunds
- Eligibility: If a refund is deemed necessary, it will be processed within 14 days from the approval of the return.
- Process: Refunds will be issued to the original payment method used for the purchase.
For further inquiries, please contact us via email at hello@maatienterprises.com.Once an order is confirmed, Maati will not accept return or refund requests. However, in the following situations, we will work to find an amicable solution that is fair to all parties:
Damaged Product
- Notification: Notify Maati of the damaged product within 5 days from the delivery date via email to hello@maatienterprises.com.
- Email Requirements: Include the order number, an image of the invoice, 1 outer box image, and 2 clear images of the damaged product.
- Replacement: Only the affected product can be returned and replaced in case of multiple item shipments.
- Resolution: We will promptly replace the damaged product(s) and provide an amicable solution.
- Response Time: Emails will be responded to within 24-48 hours with full assistance thereafter.
Missing Product
- Notification: Notify Maati of the missing product within 5 days from the delivery date via email to hello@maatienterprises.com.
- Email Requirements: Include the order number, an image of the invoice, 1 outer box image, and 2 clear images of the opened box with all items received.
- Replacement: We will promptly re-send the missing product.
- Response Time: Emails will be responded to within 24-48 hours with full assistance thereafter.
Spoiled Product
- Notification: Notify Maati of spoilage of the product within 10 days from the delivery date via email to hello@maatienterprises.com.
- Email Requirements: Include the order number, date of packaging/manufacture, and clear images or videos of the product.
- Natural Variance: We will not accept returns due to variance in taste, texture, color, or aroma, as our products are natural and handmade, leading to batch differences.
- Resolution: We will work on providing an amicable solution, replacing the product after due investigation and diligence to ensure a fair outcome.
- Response Time: Emails will be responded to within 24-48 hours with full assistance thereafter.
Refunds
- Eligibility: If a refund is deemed necessary, it will be processed within 14 days from the approval of the return.
- Process: Refunds will be issued to the original payment method used for the purchase.
For further inquiries, please contact us via email at hello@maatienterprises.com.