Return and exchange policy
Last updated: August 3, 2026
At MAI SpA, we want you to enjoy your purchase with complete confidence. If you need to make an exchange or request a refund, please carefully review the following policy. Due to the nature of our products, this policy includes special conditions to protect the hygiene, safety, and quality of each garment.
1. Right to request an exchange
You can request an exchange within 10 calendar days from the date you received your order. All requests will be subject to a preliminary inspection by our quality team.
2. Conditions for accepting an exchange
To approve an exchange, the garment must meet all of the following conditions: it must not have been used; it must not have been washed; it must not have stains; it must not have a smell of perfume, smoke, sunscreen, creams, or other products; it must not have makeup residue; it must retain all its original tags; it must retain the hygienic protector, when applicable; it must retain its original packaging in good condition; it must not show damage caused by the customer. If any of these conditions are not met, MAI SpA may reject the exchange request.
3. Products that cannot be exchanged
For reasons of hygiene and protection of all our customers, we do not accept exchanges of products that: have been used; have been wet or washed; show signs of use; have sand, sunscreen, or residue; have odors; have been modified or repaired by third parties; do not retain their original tags.
4. Exchange for size
If you need a different size, we can make the exchange as long as there is stock availability and the garment meets all the conditions mentioned above. If the requested size is not available, you can opt for: another product of the same value; pay the difference for a product of higher value; receive a credit note for the corresponding amount.
5. Shipping costs for exchanges
Unless there is an error attributable to MAI SpA or a manufacturing defect, all costs associated with the exchange will be the responsibility of the customer, including: return shipping; new dispatch; additional insurance, when applicable.
6. Defective products
If your product has a possible manufacturing defect, you must contact us within 10 calendar days from the receipt of the order. To evaluate the case, we will request: order number; photographs of the product; photographs of the defect; a brief description of the problem. Our team will review each case before determining if a warranty applies.
7. What is considered a manufacturing defect?
Manufacturing defects include, among others: defective seams; manufacturing flaws; fabric defects; defects in factory-installed accessories.
8. What is NOT considered a manufacturing defect?
The following are not considered manufacturing defects: damage caused by incorrect washing; normal wear and tear from use; damage caused by rough surfaces; discoloration from chlorine, pools, or chemicals; damage caused by sunscreens or body oils; snags or tears; deterioration from dryer or hot water; damage caused by pets; damage caused by improper storage.
9. Right to inspection
MAI SpA reserves the right to physically inspect any product before approving an exchange, warranty, or refund. The photographs sent by the customer may be insufficient to determine the condition of the product, so we may request the garment to be sent for a complete evaluation.
10. Refunds
Refunds will only proceed when applicable in accordance with current legislation or when MAI SpA determines that there is a valid reason. When a refund is approved, it will be made using the same payment method used in the purchase, unless legislation allows for another method. The processing time will depend on the corresponding financial institution.
11. Cases where a refund is not applicable
We cannot process refunds when: the product has been used; the product does not meet the conditions for return; there is an error in size selection made by the customer and the garment has already been used; the damage has been caused by improper use; the customer does not follow the care instructions for the garment.
12. Products purchased during promotions
Products purchased during promotions, clearances, special discounts, or outlet campaigns may be subject to particular exchange conditions. Unless expressly stated otherwise, they retain the legal warranty against manufacturing defects.
13. Products purchased with discount codes
Products purchased using promotional codes retain the same exchange and warranty conditions established in this policy.
14. Gifts
If you received a product as a gift and wish to exchange the size or model, we can make the exchange as long as: the garment meets all the conditions established in this policy; there is stock availability. In these cases, we do not issue refunds to the gift recipient.
15. Products used for photo shoots or productions
We will not accept exchanges or returns for products that have been used for: photo shoots; content creation; advertising campaigns; events; audiovisual productions.
16. Exchange request
To initiate a request, you must contact us indicating: full name; order number; email used for the purchase; reason for the exchange or return; photographs when applicable. Our team will respond as soon as possible with the corresponding instructions.
17. Right of refusal
MAI SpA may reject any exchange, return, or refund request when there is reasonable evidence indicating: prior use of the product; alteration of the garment; false information; fraud; non-compliance with this policy.
18. Recommendations before purchasing
To help you choose correctly, we recommend: carefully reviewing our size guide; reading the full product description; reviewing the available photographs; contacting us if you have questions about the fit or size. Our team will be happy to help you before you make your purchase.
19. Contact
If you need help with an exchange or return, you can contact us through any of our official channels published on our website. We will be happy to assist you.