Refund policy

We have a 7-day local & 14-day international return policy, which means you have 7 days after receiving your item to request a return and 7 days to ship back to us upon approval.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Exceptions / non-returnable items

As all Maia Gems pieces are handcrafted to order, we are unable to accept returns or offer refunds on made-to-order or personalised items unless the piece arrives damaged or defective. Sale items and gift cards are also non-refundable.

If you have questions or concerns about your specific item, please don't hesitate to reach out before placing your order.

How to Start a Return

To request a return, please contact us at hello@maiagems.co with your order details and reason for return. Returns are accepted only upon prior approval and must be sent to:

Maia Gems, Level 1, 28 Stanley Street, Central, Hong Kong

Items returned without prior approval will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@maiagems.co.