Refund policy

Return window

You have 7 days from the date you receive your item to request a return.

Eligibility

To be eligible, items must be:

• Unused (not assembled, installed, or put into service)

• In the same condition you received them

• In the original, undamaged packaging with all parts, hardware, cushions, and manuals

• Accompanied by the receipt or proof of purchase

Items sent back without prior approval will not be accepted.

How to start a return

Email sales@maze.me with your order number, item(s), and reason for return.
If approved, Maze will arrange pickup from your address—you do not need to post the item. We’ll share the collection date/time and any preparation steps.

Warehouse (for reference only, no drop-offs required):
Unit 1, 203 Umm Suqeim Street (Opposite Marina Home), Al Quoz 4, Dubai

Damages & order issues

Please inspect your order on delivery. If an item arrives damaged, defective, or incorrect, email sales@maze.me straight away (ideally within 24–48 hours) with photos of the packaging and the issue so we can resolve it.

What’s not returnable

We do not accept returns for:

• Custom / made-to-order items

• Sale/clearance items and gift cards

• Items assembled, installed, used, modified, or missing parts

• Items not in original, undamaged packaging

If you’re unsure whether your item qualifies, email us before requesting a return.

Fees & options (within 7 days, upon approval)

A flat AED 500 return fee applies to all approved returns (covers pickup and handling).

Choose one of the following:

Option A — Store Credit (recommended)

• Receive store credit for the full amount paid, minus the AED 500 return fee.

• The 2.5% processing fee is waived for store credit.

• Store credit will be valid for a maximum of 12 months

Option B — Refund to original payment method

• Receive a refund minus a 2.5% processing fee and the AED 500 return fee.

Inspection & timing

All returns are inspected after pickup. We’ll notify you of approval or rejection.

• Store credit: issued shortly after approval.

• Store credit will be valid for a maximum of 12 months
  

• Refunds: processed to your original payment method; your bank/card provider may take additional time to post the refund.

If it’s been more than 15 business days since approval and you haven’t received your refund, please contact sales@maze.me.

Pre-Orders, Delivery Timelines and Force Majeure

All pre-orders are placed for goods that are not immediately in stock and are subject to manufacturing and international shipping timelines. Any delivery dates provided are estimates only and are not guaranteed.

The Company shall not be liable for any delay or failure in delivery arising from events beyond its reasonable control, including but not limited to acts of war, armed conflict, government actions, sanctions, port closures, shipping route disruptions, blockades, delays by shipping lines, customs delays, or any other force majeure event.

In the event of such delays, the Company reserves the right to extend delivery timelines accordingly without penalty or liability. Customers acknowledge and accept that such delays do not constitute a breach of contract.

Orders placed under pre-order terms are non-refundable once confirmed, except at the sole discretion of the Company. In the event of extended delays caused by force majeure, the Company may, at its discretion, offer alternatives including store credit, product substitution, or revised delivery timelines.

By placing a pre-order, the Customer confirms acceptance of these terms and acknowledges the inherent risks associated with international supply and logistics beyond the Company’s control.