REFUND POLICY
Free shipping to Spain and Portugal.
Estimated delivery time: 2 to 7 business days for domestic orders and Portugal.
For international orders, please email us at info@macanaya.com
CANCELLATIONS
Customers may cancel their order at any time before the item has been prepared for shipping. To do so, please contact us at info@macanaya.com with your order number.
Once the cancellation is confirmed, we will issue a full refund within a maximum of 14 calendar days, using the same payment method used for the purchase.
RIGHT OF WITHDRAWAL, RETURNS AND EXCHANGES
In accordance with current regulations, customers have 14 calendar days from receipt of their order to request a return or exchange, with no justification required.
To request one, customers must email info@macanaya.com with the following information:
1. Order number and date
2. Customer’s full name
3. Contact phone number
4. Specific item to be returned (for orders with multiple items)
5. Reason for the return (we appreciate you letting us know)
6. Preferred option: refund or exchange for another item — if exchange, please specify the new item selected
We will confirm receipt of your request as soon as possible and provide the next steps.
All shipping costs arising from returns, exchanges, or withdrawal are the customer’s responsibility.
Items must be returned in perfect condition, unused, unaltered, and undamaged, with their original box in perfect condition. The customer is responsible for the item until it is received by MAC ANAYA.
Once the customer has communicated their decision to withdraw, they have a legal maximum of 14 calendar days to send the item back to our workshop. As we work with limited-edition handmade collections, we kindly ask for your promptness in returning the item.
Personalized items are not eligible for exchange or return.
EXCHANGE OR REFUND OF THE ITEM
Once we receive the item and confirm it is in perfect condition, we will process the corresponding refund within a maximum of 14 calendar days, using the same payment method used for the purchase.
The returned item must be in the same condition in which it was sent, both the piece itself and its packaging.
If the customer requests an exchange for another item, it will be shipped as soon as possible, within a maximum of 7 business days. Due to the exclusive, limited-edition nature of our collections, exchanges are strictly subject to stock availability at the time the request is processed. If the desired item is out of stock, a refund will be issued instead.
If the return is due to a defective item, we will send a new piece in perfect condition as soon as possible, covering all shipping costs related to the issue.