Refund policy
At Maitu, every piece is thoughtfully designed with your softness, style, and functionality in mind. We hope you love your purchase as much as we loved creating it.
If something isn't quite right, we're here to help.
Exchanges
We gladly accept exchanges within 7 days of delivery for items that:
- Are unworn and unwashed
- Have all original tags attached
- Are free from stains, perfumes, or damage
- Are returned in their original condition
Exchanges are subject to stock availability. If your preferred size or style is unavailable, we will offer store credit for the value of the item.
Returns
We are currently unable to offer refunds for change of mind purchases. However, we are happy to assist with an exchange or store credit where applicable.
Damaged or Incorrect Items
If you receive an item that is damaged or incorrect, please contact us within 48 hours of receiving your order. We will work with you to make it right as quickly as possible.
To help us assist you, kindly include:
- Your order number
- A brief description of the issue
- Clear photos of the item received
Delivery Costs
Shipping fees are non-refundable unless the return is due to an error on our part or a defective item.
Customers are responsible for return shipping costs when exchanging an item.
How to Request an Exchange
Please contact us via WhatsApp +254714166284.
Our team will guide you through the next steps.
A Note from Maitu
We know that finding pieces that fit your lifestyle, body, and season of life matters. If you have any questions before placing an order, we'd love to hear from you. We're always happy to help you find the right fit.
Thank you for supporting Maitu and being part of our journey.