Refund policy

All Sales Final: Please note that all sales are final. Due to the limited quantities and custom nature of our products, we are unable to offer refunds or exchanges. 

Quality Assurance Disclaimer: While we strive for the highest quality in all our products, we cannot be held responsible if the design on an item begins to crack over time due to normal wear and tear or improper care. We encourage customers to follow all care instructions provided with their purchase and located on the product page to maximize the longevity of their items. 

Cancellation Policy: We do not allow cancellations once the order has been placed. All orders are final and cannot be changed after submission. We do our best to ship all packages within 14 days. In the event that you order has not shipped within 14 days, you may reach out to customer service to request a cancellation.

Returns: We will gladly exchange an item for online store credit only. Before sending the item back, please email contact@thehouseofmai.com within 2 days of receipt of your shipment. Packages sent without first contacting us will not be accepted. Items to be exchanged must be returned in perfect, new condition with all original tags attached. MAI must receive the returned item within 7 days of return authorization.

Return Process: To initiate a return, please contact us at contact@thehouseofmai.com with your order number and a detailed description of the issue. After reviewing your claim, we will provide instructions on how to proceed with the return. 

For any returned items, you will not be refunded the original cost of shipping, and you are responsible for the cost of the return shipping.

We do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to MAI.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@thehouseofmai.com.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We value your understanding and appreciate your support of our custom-made products. Thank you for respecting our policies which are designed to ensure the quality and integrity of our work.