Refund policy

Returns and Refunds Policy

We have a 14-day return policy. This means you have 14 days from the day you receive the last item in your order to request a return or cancellation, where applicable.

How to start a return or cancellation

To start a return or cancellation request, sign in to your customer account and open your order:

https://shopify.com/104534606088/account

If you cannot access your customer account, please contact us at order@makaoten.com.

After submitting a return request, please wait for our instructions before sending your item back. Items sent back without first submitting a return request may not be accepted.

Returns should not be sent until your return request has been reviewed and approved.

If your return is approved, we will contact you by email at order@makaoten.com with the return address and detailed instructions on how and where to send your package. The return address will only be provided after your return request has been confirmed.

Items sent back without first submitting a return request and receiving our return instructions may not be accepted.

Return shipping

If your return is approved, we will provide return shipping instructions and, where applicable, a return shipping label.

For EU statutory withdrawals, you are responsible for the direct cost of returning the goods unless we have agreed otherwise or failed to inform you of this responsibility.

Damages and issues

Please inspect your order when you receive it and contact us immediately at order@makaoten.com if the item is defective, damaged, or if you receive the wrong item. We will review the issue and work with you to resolve it.

European Union right of withdrawal

For eligible orders delivered to the European Union, you have the right to withdraw from your purchase within 14 days from the day you receive the last item in your order, without giving a reason.

After notifying us of your withdrawal, please send the goods back within 14 days.

You may handle the goods only as much as necessary to establish their nature, characteristics, and functioning, in the same way you would be allowed to inspect goods in a physical shop. If the goods have been handled beyond what is necessary and their value has been reduced, we may reduce the refund by the proven amount of that reduction.

Your refund includes the cost of standard outbound delivery. Any additional cost for an expedited delivery option is not refundable.

Custom-made and personalized products

Products made to your specifications or clearly personalized cannot be cancelled or returned once your order has been confirmed. Please review all product details carefully before confirming your order.

This does not affect your statutory rights if the product is faulty, damaged, not as described, or otherwise does not conform to the contract.

Other exceptions and non-returnable items

Certain types of items may not be eligible for return, including perishable goods, hazardous materials, flammable liquids or gases, and certain personal care goods.

Sale items and gift cards may not be eligible for return under this policy.

These exclusions do not affect any mandatory consumer rights that apply to your order.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return has been accepted, you can place a separate order for the replacement item.

Refunds

For an eligible EU right-of-withdrawal request, we will issue your refund within 14 calendar days of receiving your withdrawal request. We may withhold the refund until we receive the returned goods or you provide proof that you have sent them back.

Once approved, refunds will be issued to your original payment method. Your bank or credit card company may need additional time to process and post the refund.

If you have not received your refund after the applicable processing period, please contact us at order@makaoten.com.