Refund policy

At Mazena, customer satisfaction is one of our top priorities. If you are not completely satisfied with your purchase, we are here to help with a simple and transparent return process.

1. Return Period

You have the right to return your order within 30 days after receiving your items.

The return period starts from the day your order is delivered to you or to a person designated by you.

2. Return Conditions

To be eligible for a return, the following conditions must be met:

  • The item must be unused, unworn, and in its original condition

  • All original tags and packaging must be included

  • A valid proof of purchase or order number must be provided

We reserve the right to refuse returns that do not meet these conditions.

3. Non-Returnable Items

The following items cannot be returned:

  • Used, worn, or damaged products not caused by us

  • Personalized or custom-made products

  • Hygiene-sensitive items where applicable

4. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item arrived damaged

  • The wrong item was received

  • The product has a manufacturing defect

We recommend using a tracked shipping service, as Mazena is not responsible for lost return shipments.

5. How to Request a Return

To start a return, please contact our support team before sending your item back.

Email: support@mazena.shop
Phone: +33 5 05 45 34 26

Our team will provide you with the return instructions and return address details.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photos of the product and packaging

We will review the issue and provide a suitable solution as quickly as possible.

7. Refund Process

Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that processing times may vary depending on your bank or payment provider.

8. Exchanges

We only replace items if they are:

  • Defective

  • Damaged

  • Incorrectly delivered

If you need an exchange, please contact our support team.

9. Order Cancellations

Orders may only be canceled before they are processed or shipped.

As orders are typically processed within 1–2 business days, we recommend contacting us as soon as possible if you wish to cancel your order.

10. Contact Information

Mazena
28 Avenue Gabriel Peri
Antony, 92160
France

Email: support@mazena.shop
Phone: +33 5 05 45 34 26