Return and refund policies

RETURNS

At Maako, we are committed to providing the highest quality products and want every purchase to be an excellent experience for you. We will do our best to make things right if you are not satisfied.

Remember that since these are handcrafted products, they may present slight variations in tone, size, and shape. These are not considered defects; they add value to the craftsmanship.

All purchases made at www.casamaako.com can be returned free of charge up to 30 days after receiving the order. The amount of the return will be reimbursed to the customer according to the payment method used. At no time will it be exchangeable for cash, and can only be used at www.casamaako.com.

Items must be returned in the same condition as when they were delivered and must include the original tag. No refunds are accepted on products that have been used, mistreated, altered from their original shape, or washed.

If the product arrived damaged, the customer has up to 5 business days to report the damage by sending an email to hola@casamaako.com. Photographs or videos must be attached as evidence.

How to return a product?

For exchanges and returns, it is necessary to follow these simple steps:

  1. Please send an email to hola@casamaako.com
  2. Attach the Electronic Ticket you received in your email and mention the items to be returned.
  3. Send a photo of the product as proof of the item's good condition.
  4. An advisor will contact you to provide the package pickup guide and shipping label, of which you will print two copies.
  5. The package will be picked up at the same address where it was delivered.
  6. Give the package in its original packaging and shipping labels to the courier. You can track your shipping order at http://www.fedex.com/mx/

REFUNDS

For refunds to be processed, certain conditions must be met. Returned items must meet established quality standards. Our exchange, return, and refund policies are available 24/7 on our website. Once a refund is authorized, it may take up to 10 business days for the refund to appear in the customer's account due to bank schedules.

Exchanges and/or returns are made at no additional cost to the customer for the first exchange of each order. For the second exchange of the same product, a $169.00 MXN fee will be charged, which will be reflected when the exchange and/or return request is submitted.