Return & Refund Policy

Last Updated: September 1, 2026

Welcome to the MAZAYA PRO Shop. This Return & Refund Policy explains how returns, exchanges, and refunds are handled for products purchased through mazaya.pro (the “Site”). By placing an order through our Shop, you agree to the terms below.

1. 🛍️ Overview

We want you to be happy with your purchase. If something isn’t right, this policy outlines the timeframes, conditions, and process for requesting a return, exchange, or refund on products bought through the MAZAYA PRO Shop.

This policy applies only to products purchased through our online Shop. Property management, syndic, concierge, and other on-site services are governed by their individual service agreements, not this policy.

2. 📅 Return Window

• ⏳ You may request a return or exchange within 14 calendar days of the delivery date.
• 📩 Requests submitted after this window will be considered only at MAZAYA PRO’s discretion.

3. ✅ Eligibility for Returns

To be eligible for a return, items must be:

• 📦 Unused, unworn, and in the same condition you received them
• 🏷️ In original packaging, with all tags, labels, and accessories included
• 🧾 Accompanied by proof of purchase (order number or receipt)

The following items are not eligible for return, except where the item is defective or damaged on arrival:

• 🧴 Opened or used hygiene, cleaning, or personal-care products
• 🌱 Perishable goods (e.g., plants, flowers)
• 🎨 Custom, personalized, or made-to-order items
• 🏷️ Items marked as “Final Sale” at the time of purchase

4. 🔄 How to Request a Return

1. ✉️ Contact us at contact@mazaya.pro or via mazaya.pro/contact-us with your order number and reason for return.
2. 🕵️ Our team will review your request and confirm eligibility within 2–3 business days.
3. 📮 If approved, we will provide return instructions and, where applicable, a shipping label or drop-off location.
4. 📦 Pack the item securely in its original packaging and send it back within 7 days of approval.

Please do not send items back without first contacting us — unauthorized returns may not be accepted.

5. 💳 Refunds

• 🔍 Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
• 💰 Approved refunds are issued to your original payment method within 7–10 business days.
• 🚚 Original shipping fees are non-refundable, unless the return is due to our error (wrong or defective item).
• ⚠️ Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.

6. 🔁 Exchanges

• 🔄 We are happy to exchange an item for a different size, color, or variant, subject to availability.
• 📩 Contact us to arrange an exchange; the eligibility rules in Section 3 apply.
• 💵 If the replacement item has a different price, we will contact you to arrange payment or a partial refund of the difference.

7. 🚫 Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered:

• 📸 Contact us within 48 hours of delivery, including photos of the item and packaging.
• 🆓 We will arrange a free replacement, exchange, or full refund, including any shipping costs incurred.

8. 🚚 Return Shipping Costs

• 📤 If the return is due to a change of mind, the customer is responsible for return shipping costs.
• 🆓 If the return is due to our error (damaged, defective, or incorrect item), MAZAYA PRO will cover return shipping costs.

9. ⛔ Cancellations

• 🕐 Orders may be canceled free of charge if the request is made before the order has been processed or shipped.
• 📦 Once an order has shipped, it can no longer be canceled and must instead follow the return process above.

10. ⚖️ Governing Law

This Return & Refund Policy shall be governed by and construed in accordance with the laws of the State of New York, USA, without regard to its conflict of law provisions, and does not affect any statutory rights you may have under applicable local law.

11. 📞 Contact Us

For any questions about returns, exchanges, or refunds, please contact us:

MAZAYA.Pro (MAZAYA Property Collective)

• ✉️ Email: contact@mazaya.pro
• 📞 Phone: USA +1 201 448 6683 | Morocco +212 720 45 25 35
• 📍 Address: 450 W 17th Street, New York, NY 10011, USA | Targa, Marrakech, Morocco
• 🌐 Contact us: mazaya.pro/contact-us

12. 🔁 Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on this page with a revised “Last updated” date. We encourage you to review this policy periodically before making a purchase.