Refund and Returns Policy
- Custom-Made and Personalized Products
At Maya3D.Store, our products are made or personalized according to each customer’s order. This may include names, letters, colors, sizes, shapes, designs, and other custom details.
Because these products are made specifically for each customer, the usual 14-day right of withdrawal does not apply to personalized or custom-made products where the legal exception applies.
We therefore do not accept returns or offer refunds simply because a customer changes their mind, orders the wrong color or size, or no longer wants the product, where permitted by applicable law. - Incorrect, Damaged, or Defective Products
We want every customer to receive the product they ordered. If your product arrives damaged, defective, or significantly different from the details confirmed in your order, please contact us as soon as possible.
Please provide:
Your order number.
A description of the problem.
Clear photographs of the product, where applicable.
We will review your case and offer an appropriate solution in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund. - Customer-Provided Information
Customers are responsible for checking the spelling, names, colors, sizes, and other details they provide or approve before production.
If a product is made correctly according to the information supplied or approved by the customer, we generally cannot accept a return because the customer entered incorrect details or changed their mind, where permitted by applicable law. This does not affect any mandatory consumer rights that apply to defective or non-conforming products. - Cancellations and Changes to Orders
Please contact us as soon as possible if you need to change or cancel an order. Once production has started, changes or cancellations may no longer be possible because the product is being made specifically for you. Any cancellation request will be assessed in accordance with applicable law. - Refunds
If a refund is approved or required by applicable law, we will inform you of the next steps. Where possible, refunds will be made using the original payment method. The time it takes for the refund to appear may depend on your payment provider. - Return Shipping
If a return is agreed upon or required by applicable law, we will provide instructions regarding the return process and applicable shipping costs. Please do not send a product back before contacting us. - Contact Us
If you have questions about returns, refunds, or a problem with your order, please contact us through our Contact Us page. Please include your order number so we can assist you more efficiently. - Your Statutory Rights
Nothing in this policy excludes or limits your statutory rights as a consumer under applicable law.