Return & Refund Policy

At MAYA, we want you to feel confident with every purchase. This policy explains how to request a return, exercise your right of withdrawal, or report an incorrect or defective item purchased through mayaactive.com.

Nothing in this policy limits any mandatory consumer rights that apply to you.

Return Period and Right of Withdrawal

MAYA offers a voluntary return window of 30 calendar days from the date your order is delivered, subject to the conditions below.

If you are a consumer in Spain or another European Union country, you also have a statutory right to withdraw from an online purchase within 14 calendar days from delivery, without giving a reason. To exercise this right, you must send us a clear statement before the 14-day period expires.

Condition of Returned Items

During the statutory withdrawal period, you may inspect and try on an item only as reasonably necessary to establish its nature, characteristics, and fit. You may be responsible for any diminished value caused by handling beyond what is necessary.

For voluntary returns requested after the statutory withdrawal period and up to day 30, the item must be:

  • Unworn, unwashed, and unused
  • Returned with its original tags attached
  • Returned with the original packaging, where reasonably possible
  • Free from stains, odors, damage, or signs of wear not present at delivery
  • Accompanied by proof of purchase

Exceptions

Where permitted by applicable law, the right of withdrawal may not apply to:

  • Goods made to your specifications or clearly personalized
  • Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed
  • Items damaged through misuse, improper washing, or normal wear and tear

Sale items are not excluded from mandatory statutory rights. These exceptions never limit your rights when an item is defective, incorrect, or not as described.

How to Start a Return

  1. Email hello@mayaactive.com within the applicable return period. Include your order number, the item or items you wish to return, and a clear statement that you want to return them or withdraw from the purchase. A reason is optional for statutory withdrawal.
  2. Our team will send you the return instructions and the correct return address.
  3. For statutory withdrawal, send the goods back without undue delay and no later than 14 calendar days after notifying us.
  4. Keep your proof of postage or tracking information until the return is completed.

Please do not send a return without first contacting us, as this may delay its identification and processing.

Return Shipping Costs

  • For a change-of-mind return or statutory withdrawal, the customer is responsible for the direct return shipping cost.
  • If an item is defective, incorrect, or not as described, MAYA will cover the reasonable return shipping cost.
  • Returns sent cash on delivery will not be accepted unless agreed with us in advance.

Refunds

Once your return is received, we will inspect it and notify you of the outcome.

For a valid statutory withdrawal, we will refund all payments received from you, including the cost of our least expensive standard delivery option. Any additional amount paid for express or premium delivery is not refundable. We will issue the refund to the original payment method without undue delay and no later than 14 calendar days after you notify us of the withdrawal. We may withhold the refund until we receive the goods or you provide evidence that they have been sent, whichever occurs first.

For a voluntary return requested after the statutory withdrawal period and up to day 30, original delivery costs are not refundable unless required by law or the return concerns an incorrect or defective item. After a refund is issued, your bank or payment provider may need an additional 5–10 business days to display it.

Exchanges

We do not currently offer direct exchanges. If you need a different size or product, return the original item and place a new order.

Defective, Damaged, or Incorrect Items

If your order arrives defective, damaged, incorrect, or not as described, contact hello@mayaactive.com as soon as possible with your order number and clear photos of the issue. Contact within 48 hours is helpful for carrier claims, but it is not a condition that limits your statutory rights.

Mandatory legal guarantee rights remain unaffected. Where Spanish consumer law applies, consumer goods are covered by the legal conformity guarantee for three years from delivery.

Optional Withdrawal Notice

You may use the following wording by email: “I hereby notify you that I withdraw from the contract for the purchase of

, order [order number], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Date: [date].”

Contact Us

Email: hello@mayaactive.com
Telephone: +34 654 04 55 22
Website: https://mayaactive.com

Last updated: 5 August 2026