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Returns & Refunds
We hope you're delighted with your Maresa purchase.
Skilled Colombian artisans individually handcraft every Maresa piece with exceptional care, and we take great pride in the quality, craftsmanship, and attention to detail behind each creation.
If, however, you're not completely satisfied with your purchase, this policy explains your rights and how to arrange a return.
Your Right to Cancel
If you've changed your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts Regulations 2013.
Once you've told us you want to return your order, you'll have a further 14 days to send the item back.
To arrange a return, please get in touch with us at:
hello@maresaandco.com
Return Conditions
To be eligible for a refund, returned items must:
- Be unused and in their original condition.
- Be returned with all original packaging, including the dust bag, swing tag and any accessories where possible.
- Show no signs of wear, damage or misuse.
- Be returned within the applicable return period.
We reserve the right to reduce any refund if an item has been handled beyond what is reasonably necessary to inspect it.
Handcrafted Craftsmanship
Every Maresa piece is individually handcrafted.
Because of the nature of artisan craftsmanship, slight variations in colour, pattern, texture, dimensions, embroidery, embellishment or finishing are entirely natural.
These subtle variations are part of the beauty and authenticity of genuine handcrafted craftsmanship and should not be considered faults or manufacturing defects.
For this reason, natural variations are not accepted as grounds for returning an item as faulty. This does not affect your statutory rights where an item is genuinely faulty or not as described.
Faulty or Damaged Items
We carefully inspect every order before it leaves our studio.
If your item arrives damaged, please get in touch with us within 48 hours of delivery, where possible, so that we can investigate promptly.
If you believe your item has a manufacturing fault, please get in touch with us as soon as reasonably possible.
To help us investigate, please include:
- Your order number.
- A description of the issue.
- Clear photographs of the product.
- Photographs of the packaging, where relevant.
We'll review your claim promptly and, where appropriate, arrange a repair, replacement or refund in accordance with your statutory rights.
The 48-hour notification request for items damaged in transit does not affect your statutory rights in relation to faulty or misdescribed goods.
Return Shipping
Unless an item is faulty or has been supplied incorrectly, customers are responsible for the cost of returning their purchase.
For your protection, we recommend using a tracked delivery service, as Maresa cannot accept responsibility for items lost during return transit.
If an item is faulty or supplied incorrectly, please get in touch with us before returning it so we can provide the appropriate return instructions.
Refunds
Once we've received and inspected your returned item, we'll notify you of the outcome.
If your return is approved, we'll issue your refund to your original payment method within 14 days of receiving the returned goods, or within 14 days of receiving evidence that they have been returned, whichever occurs first.
Please note that your payment provider may require additional time to process the refund.
We will refund original delivery charges where required by UK consumer law.
Non-Returnable Items
Unfortunately, we cannot accept returns for:
- Personalised or custom-made products.
- Gift cards.
- Products that have been used, damaged or altered after delivery.
- Products returned outside the applicable return period.
This does not affect your statutory rights if a product is faulty, not as described or otherwise does not conform to your legal rights.
Exchanges
We don't currently offer direct exchanges.
If you'd like a different product, we recommend returning your original purchase (where eligible) and placing a new order through our website.
How to Start a Return
To request a return, please email:
hello@maresaandco.com
Please include:
- Your order number.
- The reason for your return.
- Photographs if your item is faulty or damaged.
Our Customer Care team will provide full return instructions and guide you through the process.
Please don't return an item before contacting us, as we'll need to provide the appropriate return instructions.
Your Consumer Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under applicable UK consumer protection legislation.
Contact Us
If you have any questions about this policy, we'll be pleased to help.
Maresa
A trading name of Mindshift Digital Ltd
Company Number
14816775
Registered Office
167–169 Great Portland Street
5th Floor
London
England
W1W 5PF
hello@maresaandco.com
A Thoughtful Experience
Every Maresa piece represents hours of skilled craftsmanship before it reaches your home.