Refund & Exchange Policy

Last Updated 1st July 2022

Refund & Exchange Policy for http://mae.ink

At Mae Ink, we want you to be completely satisfied with your purchase. That's why we offer a generous refund and exchange policy that ensures you can shop with confidence. If you are not happy with your purchase for any reason (including “change of mind” reasons), you may return it for a refund or exchange within 90 days of the purchase date.

My Order Arrived Damaged or Faulty

While we take great care to pack our inks so that they should neither break nor leak, if your order arrives damaged or faulty, then we accept responsibility for this, and will replace the goods and reship the order. If your order is damaged, please help us to prevent further damage to other orders by photographing the damage and the probable reason for it. It is usually not necessary to return the damaged items. In some situations, we may choose to provide a full refund than to reship the order. In this instance, any shipping costs you have paid will also be refunded. Please note that you must claim for a damaged order within 7 days of delivery.

My Order Arrived Incorrect

While we take care to double check your order before posting, we are a human run business, so occasionally we may make a mistake. If your order arrives incorrect, then we accept responsibility for this, and will replace the missing or incorrect goods and reship the order. It is usually not necessary to return the incorrect items. In some instances, we may require photographs of the order, and in some situations, we may choose to provide a full or partial refund rather than to reship the order. This decision is usually made WITH you in order to provide you with the best shopping experience. Please note that you must claim for a incorrect order within 7 days of delivery.

I Have Changed My Mind or My Needs Have Changed

If you have changed your mind on the colours, or have over-ordered for a project, you may return it for a refund or exchange within 90 days of the purchase date. To be eligible for a “change of mind” refund or exchange, the following conditions must be met:

  • The item must be unused and in its original packaging

  • The item must be in a resalable condition

  • The item must not be damaged or modified in any way

Please note that we do not refund the cost of shipping unless the item is damaged, faulty, or incorrect.

How to Get a Refund or Exchange

To initiate a refund or exchange, please follow these steps:

  1. Contact us at letschat@mae.ink to let us know that you have an issue. Please provide your order number, the reason for the return/refund request, and any photographs we may need.

  2. Wait for us to contact you - please allow 1-2 business days for us to respond.

  3. If you are requested by us to ship the item back: pack the item carefully in its original packaging along with any other items that came with it.

  4. Ship the item back to us using a trackable shipping method. You are responsible for the cost of return shipping unless the item is faulty or incorrect.

  5. Once we receive the item and verify that it meets our return policy requirements, we will issue a refund or exchange, depending on your preference.

Please allow 5 business days after receipt for the refund or exchange to be processed.

If you have any questions or concerns about our refund policy, please don't hesitate to contact us on letschat@mae.ink. We want to make sure you have a positive shopping experience with us.