Fair returns that protect buyers and sellers
Makelaa is committed to facilitating a fair and fast return process while protecting our artisan sellers from unnecessary costs and fraudulent claims. This policy outlines the specific requirements for all returns.
I. General Return Window & Initiation
A. Standard Policy
- Return Window: Customers have 10 business days from the date of delivery to initiate a return for a refund.
- Condition: Items must be returned in new, unused, and undamaged condition, with all original tags, accessories, and packaging intact.
B. Mandatory Photographic Evidence
- To proceed with any refund, the customer must upload clear images of the item(s) during the online return initiation process.
- Proof of Claim: For returns based on damage, defect, expiry, or incorrect item, the images must clearly show the issue.
- Proof of Condition: For returns based on customer preference, the images must show the item in its new, unused state.
- ⚠️ No Images, No Refund: Makelaa will not proceed with any refund if the customer fails to upload required photographic evidence.
C. How to Start a Return
- Log in to your account and go to "Your Orders"
- Locate the item you wish to return
- Click "Return Item" button
- Select the reason for return and preferred resolution (refund or replacement)
- Upload mandatory photographic evidence
- Receive prepaid shipping label (or QR code) once approved
D. Return Shipping & Deadline
Shipping Deadline: You must ship the item back within 5 business days of receiving the prepaid label. Failure to meet this deadline will result in the return being canceled and the refund request being denied.
II. Refund Processing Details
A. Refund Methods
- Original Payment Method: Funds will be credited back to the original source (credit/debit card, bank transfer, etc.)
- Makelaa Store Credit: If requested by customer or if original payment method is no longer available
B. Refund Timeframe
- Refunds processed by Makelaa within 5–7 business days after returned item is received and inspected
- Credit/Debit Cards: 3–5 business days after processing
- Store Credit: Usually immediate or within 24 hours
III. Seller Responsibility & Fees
A. Seller Chargebacks
All approved returns will be charged back to the originating third-party seller. This includes the cost of returned merchandise and any associated fees Makelaa incurred in processing the return.
B. Restocking Fees
Makelaa reserves the right to charge a restocking fee (up to 20%) or issue a partial refund if items are returned with signs of use, damage, or missing components/tags.
IV. Non-Returnable & Food Items
A. Non-Returnable Categories (Final Sale)
- Food & Snacks: Items, beverages, and other items prone to quick spoilage cannot be returned
- Personal Care & Hygiene: Opened beauty products, health items, intimate apparel
- Customized Items: Personalized, commissioned, or custom-made goods
- Digital Products: E-books or downloadable patterns
B. Policy for Defective Food Items Only
Food items are only eligible for refund or replacement if they meet these criteria upon delivery. The item must NOT be shipped back (discard it):
- Defective or Damaged: Arrived broken, unsealed, or visibly contaminated
- Expired: Arrived past printed expiration or best-by date
- Incorrect Item: Completely different food item than ordered
📸 Must report within 48 hours of delivery with mandatory photographic evidence showing the defect, damage, or expiry date.
Questions About Returns?
Contact our customer support team at contact@makelaa.com