Return & Refund Policy

1. Contact Information

If you have any questions regarding your order, shipping, returns, or refunds, we are always happy to help.

MaiTai Collection
customerservice@maitaicollection.com

2. Our Commitment

At MaiTai Collection, we want you to be truly happy with your order.

If something has gone wrong due to an error on our side, we will always do our very best to make it right promptly and at no additional cost to you.

We are also always happy to assist with delivery questions, customs issues, or return arrangements whenever possible.

3. Returns

Customers within the European Union benefit from a statutory 14-day right of withdrawal under applicable EU consumer protection laws. MaiTai Collection also extends a 14-day return period to customers outside the European Union.

To arrange a return, please contact customerservice@maitaicollection.com within 14 days of receiving your order.

You may also exercise this right online through our withdrawal function here:
[Renoncer au contrat ici / Withdraw from contract here]

Returned products must:

• be unused
• be in original condition
• include original packaging

Returned items have to be shipped back within 14 days of return approval.
For EU statutory withdrawals, items must be sent back within 14 days after you have informed us of your decision to withdraw.

Unless the return is due to our error or a faulty item, return shipping costs are the responsibility of the customer.

We are unable to issue a refund for products showing signs of use or damage.
For EU statutory withdrawals, you may inspect the products as you would in a shop. You may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the products.

Refunds are typically processed within 1–2 business days after the returned products have been received and inspected.

For EU statutory withdrawals, we will refund payments without undue delay and no later than 14 days from the day we are informed of your withdrawal. For goods, we may withhold the refund until we have received the returned goods or until you have provided proof of return shipment, whichever occurs first.

4. United States Orders — Duties & Taxes Included

All US orders are shipped on a Delivered Duties Paid (DDP) basis.

This means that duties, tariffs, taxes, customs clearance fees, and DHL shipping charges are prepaid at checkout and included in the final purchase price, allowing your order to arrive without additional import charges upon delivery.

As these charges are paid directly to third parties, including carriers and customs authorities, they are non-refundable once an order has shipped.

For buyer-initiated returns, refunds therefore exclude:

• DHL shipping charges
• prepaid duties, tariffs, and taxes
• customs clearance and brokerage fees
• return shipping costs
• non-recoverable carrier or payment processing fees incurred by MaiTai Collection

If a shipment is refused, unclaimed, undeliverable, or returned due to incomplete delivery or customs arrangements, any associated return shipping charges, customs fees, duties, taxes, tariffs, storage fees, brokerage fees, or carrier penalties incurred may be deducted from the refund.

5. Faulty, Damaged, or Incorrect Orders

If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible at customerservice@maitaicollection.com and include photographs where applicable.

Once the issue has been reviewed and confirmed, we will, at our discretion:

• replace the product
• issue a full refund
• provide a prepaid return label where appropriate

Customers will never be charged additional shipping or customs costs for confirmed seller errors.

6. Delivery Information

Please ensure that shipping information is accurate and complete to avoid delivery delays or return charges.

If a shipment cannot be delivered due to incorrect address details, refusal of delivery, failure to collect the shipment, or where courier or customs requests remain unanswered, any resulting re-delivery charges, return shipping costs, customs fees, duties, taxes, tariffs, storage fees, or carrier-related charges incurred may be deducted from the refund where applicable.

7. Non-Delivery Claims

If your order has not arrived, please contact us within 30 days of dispatch.

After this period, carrier investigations and compensation claims may no longer be available.

8. Transport Damage

If your parcel arrives visibly damaged, please contact us promptly and include photographs of:

• the external packaging
• the shipping label
• the damaged products

This helps us resolve transport damage claims as quickly as possible.

9. Delays & Circumstances Outside Our Control

MaiTai Collection is not responsible for delays caused by customs processing, carrier disruptions, import restrictions, or other circumstances outside our reasonable control.

Nothing in this policy affects rights granted under applicable consumer protection laws.

10. Policy Updates

MaiTai Collection reserves the right to update or modify this policy from time to time.

The version published on our website at the time of purchase will apply to the order.