Exchange Policy

Mashivas Exchange Policy

At Mashivas, every piece of jewellery is carefully checked and packed with love before it leaves our studio. We want you to feel just as special unboxing it as you did choosing it. While we do not offer refunds, we’re happy to assist with exchanges if something doesn’t turn out as expected. Here’s how we make it right.

Exchange-Only Policy 

Mashivas has an exchange-only policy. We don't give refunds or store credit.

You can get an exchange only if:

•        Shipping Damage: Your item was clearly damaged when it arrived from shipping.

•        Wrong Item: You received a completely different item than what you ordered (e.g., a different design, not just a small variation).

Small differences in colour, finish, or design from what you see online can happen due to how items are made or how screens display colours. These minor differences don't qualify for an exchange.

How to Request an Exchange: Video Required

If your item is damaged or incorrect, you must contact us at [team.mashivas@gmail.com] within 24 hours of getting your package.

Your request needs:

•        Your Order ID.

•        A full, continuous, unedited video of you opening the package. This video must start with the sealed package and continue until the damage or wrong item is clearly visible. This video is vital for us to verify your claim.

If you don't provide this unedited video, we unfortunately can't process your exchange request.

Our Exchange Process

Once we get your request and video, our team will review it.

1.     Approval: If your request fits our policy, we'll send you approval and instructions.

Don't send items back without our approval first.

2.     Send It Back: Approved items will be picked by our side, the time frame for the collection of the approved product may vary. The item must be in its original, unworn, undamaged condition, with all Mashivas packaging.

3.     Final Check: When we get your return, our team will do a final check to confirm the issue. We'll guide you through this step.

4.     Replacement: If the return is confirmed, we'll send a replacement of the same item. If that item is out of stock, you can choose another item from our current collection. Again, we don't offer refunds or store credit, even if your original item isn't available.

No Order Cancellations

All sales are final once you place an order. We can't cancel orders after they've been confirmed.

What Doesn't Qualify for Exchange:

Here's what isn't eligible for an exchange:

•        Lost Returns: If a package you send back to us gets lost in shipping, we are not accountable for it.

•        Refused Packages: If you refuse to accept the package when it's delivered.

•        Used or Damaged by You: Items returned showing signs of wear, damage, or changes not present when you first received them.

•        Wrong Size Chosen: Exchanges because you picked the wrong size. Please check our size guides carefully before buying.

•        Delivery Problems: Issues from a wrong shipping address you provided, or if our courier couldn't deliver after trying multiple times and the package came back to us. You'll pay for re-shipping in these cases.

•        Not Faulty: Any item that isn't genuinely faulty or damaged as per our specific exchange conditions.

•        Minor Product Differences: Small variations in colour, finish, or design between the product photos and the actual item due to manufacturing or screen differences.

Questions? 

• If you have any questions about this policy, please contact us at [team.mashivas@gmail.com]. We're here to help.