Refund policy
Eligibility
We hope you love your purchase from mæne. If you believe your item is faulty, please contact us within 14 days of receiving your order at hello@maenehair.com, providing your order number and a description of the issue. Where possible, please include clear photographs or videos to assist our initial assessment.
Returns are only accepted for items that are deemed faulty. Items must be returned in their original condition, unused, and in original packaging unless the fault is discovered upon first use.
Faulty items & inspection process
All returned items are subject to a fault inspection upon receipt. Once we receive your returned item, our team will assess it to confirm whether the fault is manufacturing-related.
Please note:
- Refunds or replacements will only be approved after the fault check has been completed.
- If the item is found not to be faulty, we reserve the right to decline a refund or replacement and return the item to you. We aim to complete fault inspections within 5–7 business days of receiving the returned item.
Brush & longevity
We take pride in creating brushes made with professional-grade materials for durability and everyday use. Each brush is made with natural beech wood and is unique, due to the nature of this material damage can occur if dropped or misused. Over time, minor wear — such as occasional bristle and pin loss, particularly if the brush is bent, pulled, or placed under pressure — can occur and is considered normal. This type of wear is not classed as a manufacturing defect.
Refunds
If your return is approved following inspection, a refund will be issued to your original method of payment. Refunds are processed within 5–10 business days after approval, depending on your payment provider.
Original shipping costs are non-refundable unless the return is due to a confirmed fault.
Exchanges
Where a fault is confirmed, we may offer a replacement instead of a refund, subject to stock availability. If a replacement is not available, a refund will be issued.
Change of mind / non-returnable items
For hygiene reasons, hair tools are non-returnable once unsealed or used , unless faulty.
Returns & shipping
Customers are responsible for return shipping costs unless the item is confirmed to be faulty. In cases where a fault is verified, reasonable return postage costs may be reimbursed upon request.
We recommend using a tracked shipping service, as mæne. cannot be held responsible for items lost in transit during return shipping.
Your statutory rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015, which entitles you to a refund, repair, or replacement if goods are faulty, not as described, or unfit for purpose.
Contact us
If you have any questions regarding returns or refunds, please contact us at:
hello@maenehair.com