Refund Policy
Rachel Mazza pieces are produced on a made-to-order basis and crafted with precision.
Please review this policy carefully before placing your order.
1. Cancellation
Orders may be cancelled within 24 hours of purchase.
Cancellation requests must be submitted in writing to: customercare@rachelmazza.store
A cancellation is considered valid only once it has been received and confirmed in writing by our customer care team.
If you do not receive a confirmation email, your cancellation request has not been registered. In such case, we recommend contacting us again promptly.
The time reference used will be the timestamp recorded on our email server.
After the 24-hour period has expired, the order becomes final and cannot be cancelled.
2. Right of Return
Customers may request a return within 14 days from the date of delivery.
Return requests must be submitted within this period. Requests received after 14 days will not be accepted.
Returns must follow the procedure outlined in our Returns & Exchanges page.
3. Conditions of Return
To be eligible for a return, items must be:
- Unworn and unused
- In original condition
- With all tags attached
- With any security seal intact
- Free from perfume, makeup, deodorant marks, alterations, or damage
Items failing to meet these conditions will be refused and returned to the customer.
4. Return Shipping
Return shipping costs are the responsibility of the customer.
Original shipping costs are non-refundable.
Customs duties, import taxes, and clearance fees are non-refundable.
For international returns, customers are responsible for any customs documentation and associated charges.
5. Refund Processing
Refunds are issued only after the returned item has been received and inspected.
If approved, the refund will be processed to the original payment method within 14 business days from confirmation of approval.
Processing times may vary depending on your financial institution or payment provider.
6. Defective or Incorrect Items
If you receive a defective or incorrect item, you must notify us within 48 hours of delivery.
If the claim is validated, return shipping will be covered and an appropriate solution will be provided.
7. Statutory Rights
Nothing in this policy limits mandatory consumer protection rights applicable in the customer’s country of residence.