Return and Refund policy


At Mazidah, we believe in meaningful pieces and memorable experiences. Every piece carries meaning — crafted with intention, rooted in heritage. While we hope each item finds a cherished place in your home, we understand that sometimes returns are necessary and we want you to feel just as cared for throughout your journey with us.

14-Day Return Window

You have 14 days from the delivery date to request a return.
Returns must be submitted through your order status page — the same page where you track your order’s journey.  To keep the process clear and secure for everyone, we do not accept return requests via email or chat.

No Exchanges

As each item on Mazidah is thoughtfully selected and often limited in quantity, we don’t offer product exchanges, except if your item arrives with a defect or mistake, and a replacement is available. If you’d like a different piece, please return the original (if eligible) and place a new order.

Return Conditions

To respect the work of the artisans and ensure product integrity:

  • Items must be unused, unwashed, and in original condition
  • All tags and packaging must be included
  • Items that are worn, altered, or damaged after delivery may not be eligible for a refund

Please note: Minor variations in color, shape, or texture are natural in handcrafted items and are not considered defects.

Who Covers the Return Shipping?

If you're returning an item due to personal preference (e.g., changed your mind or ordered the wrong product):

  • The return shipping cost and original shipping cost will be deducted from your refund.

If the item arrived damaged, faulty, or incorrect:

  • Mazidah will cover all shipping costs — both the original and return — and ensure a smooth, fully refunded return process.

Additional notes:

  • Return shipping cost varies by location and courier.
  • If you refuse to accept your delivery, your refund will be issued minus the original and return shipping costs.

These steps help us honor the effort behind artisan fulfillment and keep our marketplace sustainable.

Non-Returnable Items

To protect the uniqueness of artisan work, the following items are not returnable unless they arrive damaged or misdescribed:

  • Custom-made or personalized pieces
  • Final sale or clearance items
  • Used or damaged items
  • Food and beverages
  • Personal care items once opened

Refund Timing & Deductions

Refund processing begins only after your returned item passes our quality check.
 Our inspection process may take 3–5 business days.

After approval:

  • We’ll process your refund to the original payment method
  • Refunds to bank cards may take up to 21 days, depending on your bank.
  • Refunds to e-wallets are typically processed immediately.
  • Where applicable, original shipping and return shipping will be deducted

We’re Here to Help

Whether you’re unsure about eligibility or need guidance, we're here for you with the same warmth and care we bring to everything we do. Feel free to reach us at support@mazidah.com — we’re always happy to help.