Customer policy
Returns & Refunds Policy
How to request a return from MA VIRA FOR MARKETING AND PR, which items are eligible and when refunds are issued. Effective January 1, 2026.
Starting a return
Contact customer care before sending an item. Include your order number, the item, the reason for return, and clear photographs when an item is damaged, defective or incorrect. We will review the request and provide the applicable return instructions and destination. Do not send a return without authorisation.
Return deadline
Your request must be submitted by whichever date is later: 30 calendar days after the order date or 15 calendar days after confirmed delivery. This gives every delivered order at least 15 calendar days after arrival. Mandatory consumer rights in your location continue to apply.
Eligible condition
Unless an item is damaged, defective or incorrect, it must normally be unused, complete, in its original condition and packaging, with accessories, manuals, labels and proof of purchase.
Items that may be excluded
Where permitted by law and disclosed before purchase, opened personal-care goods, personalised or made-to-order products, digital products, gift cards and items marked final sale may not be eligible for a change-of-mind return. Products damaged through misuse, unauthorised modification or failure to follow instructions are not treated as defective. This does not limit rights that cannot legally be excluded.
Damaged, defective or incorrect items
Inspect your parcel promptly. Send photographs of the packaging, shipping label and item when a product arrives damaged, appears defective or does not match the order. We may request reasonable troubleshooting or inspection before confirming a replacement, repair or refund.
Return shipping
For an approved change-of-mind return, you are normally responsible for return shipping. If we confirm that an item was damaged, defective or incorrect when supplied, we will arrange or reimburse reasonable return shipping. Original shipping and import charges are refundable only where required by law or confirmed by customer care.
Inspection and refunds
We will notify you after the returned item is received and inspected. Approved refunds are sent to the original payment method within 5-10 business days after inspection. Your bank or wallet provider may need additional time to post the credit. Shipping, duty or currency-conversion charges imposed by third parties may not be recoverable.
Exchanges and cancellations
Exchange availability depends on stock and destination. The clearest option may be to return an eligible item and place a new order. Contact us immediately to request cancellation; we cannot guarantee cancellation once processing or dispatch has begun.
Contact
Start your request through the return request guide or contact our 24/7 customer-care team at business@maviraa.com.