Refund policy
Cancellation Policy
Should you need to cancel your order, you can do so free of charge provided your order has not yet been locked for shipping.
If your order has already been locked for shipping or dispatched, please contact us as soon as possible. Once orders have been locked for shipping or dispatched, we may be unable to cancel them before delivery. Refunds will be actioned as soon as product has been returned to our relevant warehouse.
Return Policy
Maysama makes every effort to ensure you are happy with your purchase. However, if for any reason you change your mind, we accept returns for products that are Fit for Resale within 14 days of delivery, subject to the conditions below.
Fit for Resale
To be eligible for a change-of-mind return, products must be:
- Completely unused and unopened
- In their original packaging
- All original tamper seals, plastic film and sealed outer packaging fully intact
Important: For health, hygiene and customer safety, we cannot accept a change-of-mind return once the original sealed packaging has been opened or a tamper seal has been removed, even if the product itself has not been used.
Products that are returned opened or used and cannot safely be returned to stock will not be accepted as change-of-mind returns and will be returned to sender.
Once you have notified Maysama that you wish to cancel or return your order, the product must be shipped back to our designated returns facility without undue delay and, in any event, within 14 days of notifying us. Returns sent outside this timeframe may not be accepted.
Customers are responsible for the cost of returning products for change-of-mind returns. Once your items have been received and returned to stock, we will issue a refund to your original payment method, less any return costs.
If you need to return your product to Maysama, please contact support@maysama.com in the first instance.
Damaged or Defective Items
If your product arrives damaged or is defective in any way please contact us at support@maysama.com as soon as possible.
Allergic Reaction
Maysama formulates for all skin types but always with sensitive skin in mind. Our formulations are free from added fragrance and essential oils, drying alcohols and all known EU allergens.
If you have an adverse reaction to any of Maysama's skincare products, please contact support@maysama.com in the first instance. Your feedback is important to us!
Pre-Existing Medical Conditions
If you have an underlying medical condition or have any concerns about whether LED light therapy or any Maysama product is suitable for you, we recommend consulting your doctor or another appropriately qualified medical professional before purchasing or using the product.
Please ensure you are satisfied that the product is suitable for you before opening the original sealed packaging, as opened products may not be eligible for a change-of-mind return where the applicable hygiene exemption applies.
As a sustainable brand, we also aim to minimise unnecessary waste. Where an opened or used product cannot safely be returned to stock, it will be disposed of rather than resold, which can contribute to unnecessary landfill. Our sealed-return requirement therefore helps us maintain both our hygiene standards and our commitment to reducing avoidable waste.