Return & Exchange Policy

We are pleased to offer a return policy on unworn items in their original condition. We have remarkably low return rates and we are proud of the high quality products that we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on our products provided it meets the following criteria 

• The garment is returned within 15 days of receiving shipment
• Merchandise must be unworn, unwashed and unaltered
• Merchandise must be in original packaging with hang tags attached

Due to the intimate nature and hygienic standards of certain items, returns are not accepted on the following: 

• Shapewear and control bottoms and any gusset item are final sale
• If you have purchased the bra for the purpose of nursing, please ensure you try on the bra with nursing pads, we will not accept returns of bras that have any stains on them
• Garments with evidence of pets, smoking or fragrance on them will not be accepted due to allergy concerns
• Only regular priced items may be returned, sale items are final sale

We take matters of hygiene and public safety seriously and DO NOT ALLOW worn items to be returned for the safety of all of our clients.  If your return does not meet the conditions listed above we will not be able to issue a refund and the garments will be returned at the sender’s expense.

Unfortunately, we cannot accept returns for items purchased from other retailers or websites. Please contact the place of purchase for their return policy.

A full refund will be issued to your original payment method after we have received, inspected and confirmed that the returned garments were not worn and labels removed. Once we refund your order, the funds will be available on the original payment account according to the terms, conditions, and practices of your banking institution. We can not control how quickly the funds are returned to you once we submit the refund.Refunds are not applicable to promotional events. Please note shipping fees for returns will not be refunded. 

Cancellations

Orders can be cancelled for a full refund within 48 hours of purchase.  Orders cancelled after 48 hours will receive credit for the full purchase amount.   If you would like to make any changes to your order, please email us customercare@mayanageneviere.com depending on where we are in the production process of your order.

Exchanges follow the same guidelines and process as returns, except you will receive a store credit for the same amount of your original order.

We stand by the quality of construction of our garments, should a garment appear to be defective please contact us at customercare@mayanageneviere.com for assistance.

To process a return or exchange please email us at customercare@mayanageneviere.com for a return authorization (RA) number. Please state your order number, styles and sizes, the reason for return and confirmation the item(s) meet the return criteria above. Once received, kindly pack and seal your box securely in the original package along with the completed RA number, your original invoice and the item(s) you wish to return. Ensure your RA number is marked clearly on the box when returning the goods. Email info@mayanageneviere.com with your return tracking number. 

All products must be shipped back unworn with labels on in the original packaging and the packaging must not be defaced in any way or a return will not be issued. The returned items will be inspected to see if you qualify for a return. Damaged merchandise or products with labels removed will not be refunded. You will receive an email notification of your refund once it is completed. Processing times depend on your bank. Refunds will be credited to the original method of payment used. Any shipping fees associated with return shipments are the responsibility of the customer unless the item is approved as a damaged good. Mayana Genevière will not be responsible for lost returns.

For USA & international returns please ensure ‘RETURN of Canadian Merchandise - NO DUTIES’ is clearly written on the box or your package will be returned to you. We unfortunately can not take responsibility for duties and customs. If you decide to return your product and you are based outside of Canada, we will not be responsible for any duties/customs that you have paid. 

Please note: 

• SHIPPING FEES, DUTIES and TAXES, WILL NOT BE REFUNDED
• For duties contact your local customs office for information on refund of returned merchandise
• Please mark the RA number on the outside of your box
• Packages must be returned prepaid. We do not accept COD
• We recommend you insure the return package with the shipping carrier of your choice

To avoid unnecessary returns, please be sure to fill in our form or use the online size guide tool. Alternatively feel free to contact us at customercare@mayanageneviere.com and one of our fit specialists will be happy to assist you.