Refund policy

Refund & Return Policy

At Memaa, every piece is handmade with care. Because our products are handmade crochet items, slight variations in size, color, stitch, and finishing may occur. These small differences are part of the handmade nature of the product and do not count as defects.

Returns & Exchanges

You may request a return or exchange within 14 days from the date you receive your order.

To be eligible for a return or exchange, the item must be:

  • Unworn

  • Unwashed

  • Unused

  • In its original condition

  • In its original packaging

  • Free from perfume, makeup, stains, or damage

Items that do not meet these conditions may not be accepted for return or exchange.

Custom & Made-to-Order Items

Custom orders, personalized items, and made-to-order pieces are not eligible for return or refund unless the item arrives damaged, defective, or incorrect.

This includes items made in a custom size, custom color, custom design, or any special request made by the customer.

Damaged, Defective, or Wrong Items

Please check your order once you receive it. If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the item

  • Clear photos of the packaging

  • A short explanation of the issue

If the item is confirmed to be damaged, defective, or incorrect, we will offer a replacement, exchange, or refund.

Refunds

Once we receive and inspect the returned item, we will notify you if the refund is approved.

If approved, the refund will be processed to your original payment method when possible. For Cash on Delivery orders, refunds may be processed through InstaPay, bank transfer, or another agreed payment method.

Please note that delivery fees are non-refundable unless the item arrived damaged, defective, or incorrect.

Return Shipping

Customers are responsible for return shipping fees unless the item arrived damaged, defective, or incorrect.

We recommend returning the item with a trusted courier service, as Memaa is not responsible for lost return packages.

Non-Refundable Items

The following items cannot be returned or refunded:

  • Custom orders

  • Made-to-order items

  • Items made in a custom size or color

  • Items that have been worn, washed, or used

  • Items with perfume, makeup, stains, or damage

  • Sale or discounted items, unless defective

Order Cancellations

Orders may be cancelled only before production or shipping begins.

Once a custom or made-to-order item has started production, the order cannot be cancelled.

How to Request a Return or Exchange

To request a return or exchange, please contact us through:

Email: hello@memaaegy.com

Please include your order number and reason for the request.

Memaa reserves the right to refuse returns that do not meet the conditions above.