Refund policy

Every mazo piece is made in small batches, so for a change of mind (size, colour or style) we offer exchanges only. If an item arrives defective, damaged, wrong, not as described, or late, you can choose a replacement or a full refund (see below). Please read this before you order.

Exchange window

  • Request an exchange within 7 days of delivery.
  • Email madhu@shopmazo.in with your order number, the item, the size or colour you would like instead, and the reason for the exchange.
  • Every exchange depends on the reason. We confirm by email before you send anything back.

Condition of the item

  • All original tags still attached, unwashed and unaltered.
  • You are welcome to try it on at home. Please do not wear it outside, and keep it free of stains, makeup, perfume, deodorant, odours and pet hair.
  • Send it back in its original packaging where possible, with the order number written inside.
  • We check every item when it reaches us. If it does not meet these conditions, we send it back to you and the exchange does not go ahead.

Who pays for shipping

  • You pay return and re-shipping costs for a normal size or colour exchange.
  • We pay both ways if the item arrived defective or damaged, or if we sent the wrong item.

If the size you want is unavailable

  • We will offer another size or colour of equal value.
  • If nothing suitable is available, we will let you know and agree the best option with you before you send anything back.

Cancellations

In-stock pieces: you can cancel any time before the order is dispatched. Write to us and we cancel it and return your money in full.

Made to order pieces (the Jig Jig collection): you can cancel free of charge within 24 hours of placing the order. After 24 hours we have started making your piece, so the order can no longer be cancelled. You can still ask for a size exchange after delivery.

Defective, wrong, not as described or late

If your item arrives defective or damaged, is not what you ordered, is not as described on our website, or arrives after the delivery time we stated (7 business days for in-stock pieces, about 20 days for made to order pieces), write to us within 7 days of delivery with your order number and a photo. You choose: a replacement, or a full refund to your original payment method, including any shipping you paid. We pay the return shipping. Refunds reach you within 7 working days of the item reaching us.

Not eligible for exchange

  • Requests made more than 7 days after delivery.
  • Items that are washed, altered, worn outside, damaged after delivery, or have stains, marks or odours.
  • Items with the original tags removed or missing.
  • One size exchange per item. If the new size also does not fit, write to us and we will help you find the right fit.

How long it takes

We reply to every request within 2 working days. Once your item reaches us and we have checked its condition, we dispatch the exchange as soon as it is ready and send you the new tracking details.

Made to order pieces (the Jig Jig collection) are made again in your new size, so an exchange for them takes about 20 days from the day your item reaches us.

Questions? Email madhu@shopmazo.in or call +916364066332. We are a small team and we will always try to make it right.