Refund policy

Right to Cancel (Statutory)

If you are a UK consumer, you have the right to cancel your order within 14 days of receipt without giving any reason, in accordance with the Consumer Contracts Regulations 2013. This right applies to unopened, unused products in their original sealed packaging.

Please note: for health and hygiene reasons, this statutory right to cancel does not apply once a product's seal has been broken or the product has been used, in accordance with Regulation 28(1)(f) of the Consumer Contracts Regulations 2013.

30-Day Money-Back Guarantee

In addition to your statutory rights, MAEVEN offers a 30-day money-back guarantee for customers who are not satisfied with their purchase, subject to the following conditions:

- You must contact us at helpmaeven@gmail.com within 30 days of receiving your order, including your order number.
- For guarantee claims relating to shade match, transfer, or product performance, we may request photo or video evidence before approving a refund.
- The guarantee covers one refund per customer per order and does not apply to orders where the product has been substantially or entirely used up.
- Refunds are issued to the original payment method within 14 days of the claim being approved.
- MAEVEN reserves the right to request the product be returned, at the customer's expense, before a refund is issued.
- MAEVEN reserves the right to decline a refund request where there is reasonable evidence of misuse, abuse of the guarantee, or repeated claims.

Perfect-Shade Guarantee

If your shade does not match, contact us with a photo showing the applied product. We will send a replacement in the correct shade at no additional cost. This guarantee is limited to one free shade exchange per order.

Transfer-Proof Guarantee

If the product transfers onto clothing or fabric under normal use, contact us within 30 days with photo evidence of the affected item and a description of how the product was applied. Approved claims are refunded to the original payment method.

How to Request a Refund or Exchange

Email helpmaeven@gmail.com with your order number and the details above. We aim to respond within 24 hours.

Non-Refundable Situations

Refunds will not be issued for: change of mind after the product has been opened or used (beyond the statutory sealed-goods exclusion above), damage caused by misuse or improper storage, or claims submitted after the applicable guarantee period has expired.