Refund policy
Last Updated: May 2026
At Maetiva, we want you to be satisfied with your purchase. If you are not completely happy with your order, please review our return and refund policy below.
1. Return Window
We offer a 30-day return policy. This means you have 30 days from the date you receive your item to request a return.
2. Return Eligibility
To be eligible for a return, your item must be:
- In the same condition as received
- Unused, unworn, and undamaged
- In its original packaging
- Returned with all tags, accessories, and included materials
- Accompanied by a receipt or proof of purchase
Items that do not meet these conditions may not be accepted for return.
3. How to Start a Return
To request a return, please contact us at:
Email: support@maetiva.com
Please include your order number, the email address used at checkout, and a brief explanation of the reason for your return.
If your return request is approved, we will provide instructions on how and where to send your package.
Please do not send items back without contacting us first. Returns sent without prior authorization may not be accepted.
4. Return Shipping Costs
Return shipping costs depend on the reason for the return:
- If the return is due to the customer’s personal reason, such as ordering the wrong item, changing your mind, or no longer needing the product, the customer is responsible for return shipping costs.
- If the return is due to a product issue, such as receiving a defective, damaged, or incorrect item, please contact us first with photos and order details. Once the issue is verified, we will provide a suitable solution, which may include a replacement, refund, or reimbursement of return shipping costs.
5. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at:
To help us resolve the issue quickly, please include:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
We will review the issue and work with you to make it right.
6. Non-Returnable Items
Certain items may not be eligible for return, including:
- Custom or personalized products
- Items marked as final sale
- Gift cards
- Items that have been used, damaged, altered, or are missing original packaging
- Products returned without prior authorization
If you have questions about whether your item is eligible for return, please contact us before sending it back.
7. Exchanges
We do not guarantee direct exchanges.
The fastest way to receive a different item is to return the original item first. Once the return is approved, you may place a new order for the item you want.
8. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank, credit card company, or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at:
9. Company Information
Store Name: Maetiva
Company Name: KOSTORM INC
Email: support@maetiva.com
Business Address:
30 N GOULD ST STE R
SHERIDAN, WY 82801
United States
Note: This address is our business office address and may not be the return address. Please contact us before sending any return package.