Refund Policy
Last updated: 22 October 2026
Every Maye order is a gift purchased on your behalf from a US retailer and delivered directly to your recipient's address in the United States. Because we buy the item for you rather than hold stock of our own, our refund rules work a little differently from a local shop. This page explains exactly when you can cancel, when a refund is due, and how long it takes to reach you.
1. Cancellations
- Before we purchase. You may cancel free of charge at any time before we have placed the order with the US retailer. You will receive a full refund of the amount paid.
- After we purchase. Once the order has been placed with the retailer, cancellation is no longer entirely in our hands — it depends on the retailer's own cancellation and return policy, and on whether the item has already shipped. We will always attempt a cancellation on your behalf where the retailer allows it, but a refund may not be possible in every case.
- How to cancel. Contact support with your order number as soon as possible. Cancellation is only confirmed once we reply to acknowledge it.
2. Damaged, Faulty, or Incorrect Items
If your recipient's gift arrives damaged, faulty, or is not what was ordered, we will make it right.
- Report the problem within 48 hours of delivery.
- Include your order number and clear photographs of the item, its packaging, and any visible damage.
- Keep the item and its packaging until the claim is resolved — we may need them for a carrier or retailer claim.
- Valid claims will be refunded or replaced at our discretion, depending on availability of the item and the retailer's own policy.
3. Items That Do Not Arrive
If a parcel is confirmed lost in transit with the US carrier, we will either reship the item where stock allows or issue a refund for the affected item. Losses caused by an incorrect or incomplete US delivery address supplied at checkout, or by a recipient being unavailable after repeated delivery attempts by the carrier, are not eligible for a refund.
4. Change of Mind
Because each item is purchased specifically for your order, change-of-mind returns are not automatically accepted. If the recipient has received an item and no longer wants it, contact us and we will do our best where it is feasible — but please understand that the retailer's return window and policy will apply, return shipping costs may be involved, and some items cannot be returned at all.
5. What Is Not Refundable
- Service fees and delivery charges already incurred on an order that has been purchased and shipped by the retailer.
- Items that were ordered correctly but are simply no longer wanted (see change of mind above).
- Items damaged after delivery, or damaged through misuse, alteration, or normal wear.
- Orders delayed by the retailer or by a US carrier for reasons outside our reasonable control (for example severe weather, carrier backlogs, or a retailer dispatch delay). We will keep chasing the shipment and keep you updated, but a delay alone does not entitle you to a refund while the parcel is still in transit.
- Restricted or prohibited goods that you attempted to order contrary to our Terms of Service.
6. Partial Refunds
Where only part of an order is affected — for example one item in a multi-item order arrives damaged — we will refund the value of that item plus its share of delivery charges, rather than the whole order.
7. Price & Exchange-Rate Adjustments
Prices are quoted in Nigerian Naira (₦) and include the product cost, our service fee and US delivery to your recipient's address. Because the goods themselves are bought in US dollars, a foreign-exchange movement or a retailer price change can occur between the time you order and the time we purchase. If the difference is material, we will contact you before proceeding. If you choose not to continue, you will receive a full refund of the amount paid.
8. How Refunds Are Issued
- Approved refunds are returned to the original payment method.
- Refunds are processed within 5–10 business days of approval. Your bank or payment provider may take a few additional days to post the credit.
- We cannot refund to a different card, account, or person than the one used for the original payment.
- You will receive an email confirmation once a refund has been initiated.
9. Chargebacks
Please contact us before raising a chargeback with your bank or card issuer — most issues are resolved faster that way. Raising a chargeback while a claim is still open with us may pause the resolution of your order.
10. Contact Us
To start a claim or ask a question about a refund, contact us through the support channels available on the Maye website and include your order number. We aim to respond to every claim within two business days.