Refund policy

Last updated: 23 August 2026

1. Fourteen-day return window

We offer consumers a 14-calendar-day return window. You may notify us that you wish to return an item within 14 calendar days after the day on which you, or a third party designated by you other than the carrier, receives it. If goods from one order are delivered separately, the period begins when the last item is received.

If mandatory law gives you a longer period or additional rights, those rights continue to apply.

2. Starting a return

To exercise a statutory right of withdrawal, send an unequivocal statement of your decision to hello@maisalo.com. You may also contact us through live chat. You do not need to give a reason. Providing your order number and the items being returned will help us identify and process the return.

You may use the model withdrawal form included in our Terms of Sale, but it is not mandatory. We will acknowledge your withdrawal notice on a durable medium without undue delay.

Statutory withdrawal does not require prior approval. However, request return instructions when notifying us so that we can provide the correct private return address and handling information. Our registered office is not a returns-processing address; do not send goods there unless we expressly instruct you to do so. Sending a parcel without the correct instructions may delay identification and processing, but does not invalidate a statutory withdrawal that was properly exercised.

3. Return deadline and shipping costs

After notifying us, send the goods back without undue delay and no later than 14 calendar days after your notice.

You bear the direct cost of an ordinary change-of-mind return. We recommend using a tracked and suitably insured service because you may need to demonstrate that the goods were sent. If we offer a prepaid label for convenience, its cost will be disclosed before you accept it and may be deducted from the refund with your agreement.

Mai Salo bears the reasonable return and redelivery costs where an item is defective, damaged in transit, incorrect, or otherwise not in conformity with the contract.

4. Condition of returned goods

You may inspect an item as you reasonably could in a physical shop to establish its nature, characteristics and functioning. Handle jewelry carefully and do not wear or use it beyond what is reasonably necessary for inspection.

You may be responsible for diminished value caused by handling beyond what is necessary. Any deduction will reflect the actual loss in value and will be explained.

Tags, protective materials and original packaging should be returned where available because they help protect and identify the item, but they are not absolute conditions of the statutory withdrawal right unless they form an inseparable part of the product or a valid legal exception requires a seal to remain intact.

An order number, confirmation email or other reasonable evidence of purchase is sufficient; a paper receipt is not mandatory.

5. Exceptions

The withdrawal right does not apply where a statutory exception applies, including goods made to your specifications or clearly personalized. It may also not apply to sealed goods that are genuinely unsuitable for return for health-protection or hygiene reasons once unsealed. Any applicable exception will be clearly identified before purchase and interpreted no more broadly than permitted by law.

Discounted or sale items are not excluded from statutory withdrawal rights. We do not apply a blanket exclusion merely because an item is jewelry or an earring.

6. Defective, damaged or incorrect items

Please inspect your order reasonably promptly and contact hello@maisalo.com as soon as reasonably possible if an item is defective, damaged in transit, incorrect or otherwise not in conformity. Your order number and photographs may help us resolve the issue quickly, but failure to provide photographs does not remove statutory rights.

Where goods lack conformity, remedies will be provided free of charge as required by law. Depending on the circumstances, these may include repair or replacement, a price reduction, or termination and refund. We will provide return instructions and bear the reasonable shipping costs for a confirmed defect, transit damage or fulfillment error.

Under Spanish consumer law, the seller is responsible for a lack of conformity that exists at delivery and becomes apparent within three years after delivery of new goods. More favourable mandatory protection under the law applicable in your country of residence remains unaffected.

Normal wear, accidental damage, misuse, failure to follow reasonable care instructions or unauthorized alteration is not normally a lack of conformity, unless the issue results from an inherent defect or the goods did not meet applicable durability or conformity requirements.

7. Exchanges

Exchanges are subject to availability. The fastest and clearest method is usually to return the original item and place a new order. Contact us before sending the original item so we can provide instructions.

For an ordinary size, style or change-of-mind exchange, you bear the return-shipping cost and the delivery charge applicable to the new order. If the item is defective, damaged in transit or incorrect, we bear the reasonable shipping costs.

8. Refunds

For withdrawal from an entire order, we will reimburse the returned goods and the cost of our least expensive standard outbound delivery option. We do not have to reimburse any extra amount paid for a more expensive delivery method you selected. For a partial return, any outbound-delivery reimbursement required by applicable law will be included.

We will issue the reimbursement without undue delay and no later than 14 days after being informed of your withdrawal. We may withhold reimbursement until we receive the goods or you provide evidence that you sent them back, whichever occurs first.

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Your bank or payment provider may require additional time to post the funds after we issue them.

Any lawful deduction for diminished value or a disclosed promotional adjustment will be itemized and explained.

9. Promotions, bundles and gifts

If a return means that the disclosed conditions of a promotion, bundle, gift or minimum-spend offer are no longer met, the refund may be recalculated consistently with the terms presented at purchase. Any adjustment will be limited to the benefit actually received and permitted by law.

10. Contact

For returns, exchanges, defects or refund questions, contact MAI SALO RETAIL, S.L. at hello@maisalo.com or through the live chat available on maisalo.com.