Refund & Return Policy
We want the products you receive to match your order and arrive in satisfactory condition. This policy explains how Mavewell Services Limited handles damaged, defective or incorrect goods purchased from themavewell.com.
1. When a return is available
We accept return requests where an item arrives damaged, is defective, or is different from the product ordered or materially inconsistent with its description. Depending on the circumstances and applicable law, an appropriate remedy may include replacement, repair where relevant, or a refund.
We do not offer discretionary change-of-mind returns or exchanges. This includes choosing a different scent after ordering, personal dislike of a fragrance that matches its description, or ordering the wrong item yourself. This rule does not override any right to return goods or receive a remedy under Nigerian consumer-protection law.
2. How to report a problem
Contact us as soon as reasonably possible after discovering the issue. Email mave@themavewell.com or call 08130062941. Include your order number, contact details, product name and an explanation of what went wrong. Photographs of the item, packaging and delivery label help us assess damage or an incorrect delivery, but a lack of photographs does not by itself remove a valid claim.
Keep the item and available packaging while we review the request. If a product appears damaged or unsafe, stop using it. Opening an item to discover or inspect a defect does not automatically disqualify a valid claim.
3. Return instructions
We will review the information, contact you if more detail is needed, and explain the next steps. Please contact us before sending an item so we can arrange an appropriate return method. Our contact address is 1B, Birrel Avenue, Yaba, Lagos, Nigeria; confirm return arrangements with our team before visiting or dispatching a parcel.
Package the item safely and retain any tracking or collection confirmation. Fragrances may be subject to carrier restrictions because they can contain flammable liquids; use the return method agreed with our team. Do not send a leaking or unsafe item without first obtaining safe handling instructions.
4. Return delivery costs
For an accepted claim involving a damaged, defective or incorrect product, we will arrange or cover reasonable return-delivery costs. Agree the method and cost with us before paying a courier, where practicable. We will not charge a restocking fee for a valid claim of this kind. Any delivery-charge refund due under applicable law will be included.
5. Refunds and replacements
We will notify you of the assessment outcome and the remedy offered. Where a refund is due, we will arrange it without undue delay and tell you the expected processing time. Refunds ordinarily use the original payment method; if that is not possible, we will agree another suitable method with you. Your bank or payment provider may need additional time to display the credit.
A replacement is subject to availability and your agreement. If the appropriate replacement is unavailable, we will discuss a refund or another remedy to which you are entitled. We will not require you to accept store credit in place of a refund you are legally entitled to receive.
6. Missing parcels, cancellations and sale items
Contact us if a parcel is missing or an order is incomplete so we can investigate. If you request cancellation before dispatch, we will check the order’s status and confirm what can be cancelled and refunded. Products bought on sale retain the same statutory protections relating to defects, damage and incorrect supply.
7. Your consumer rights
This policy does not limit mandatory rights under Nigerian law. No reporting deadline or internal review process removes a remedy the law provides. If you are unhappy with our response, ask us to review it; you may also contact the Federal Competition and Consumer Protection Commission.
8. Contact the store
Mavewell Services Limited
1B, Birrel Avenue, Yaba, Lagos, Nigeria
Email: mave@themavewell.com
Phone: 08130062941