Refund policy
Exchange & Repair Policy
Every Maison Alexa piece is made to order for you, in the metal, size and details you choose. So we don't offer cash refunds. We do want you to love what you wear, though, so you can exchange your piece or receive store credit, and we stand behind our craftsmanship with free repairs for any manufacturing defect.
Exchanges and store credit: within 30 days of delivery
- Within 30 days of delivery you may exchange your piece for another Maison Alexa piece (a different design, size, metal or colour), or receive store credit for the full price you paid for it.
- If the new piece costs more, you pay only the difference. If it costs less, the balance is issued as store credit.
- Store credit is issued in HKD to your Maison Alexa account. It's valid for 24 months and can be used on any piece.
- Your new piece is made to order and dispatched within 4–5 weeks.
- Each piece can be exchanged once.
Conditions
- The piece must be unworn, unaltered and in its original condition, returned in its original packaging (Maison Alexa box and pouch) together with its certificate(s) (Maison Alexa certificate and IGI report where applicable).
- Earrings: for hygiene reasons, earrings can be exchanged only if they are unworn and their hygiene seal is intact.
- Engraved pieces can be exchanged under the same conditions. Engraving can't be transferred to the new piece, and any paid engraving fee isn't credited. Complimentary engraving can be added to the new piece.
- Every piece is inspected on arrival. If it shows signs of wear, damage or alteration, we'll contact you. We can send it back to you or give you a repair quote.
- Gift cards and store credit can't be exchanged or redeemed for cash.
Changes before production
Want to change the size, metal or engraving? Tell us on WhatsApp before production begins (within 24 hours of your order, or before you approve your engraving proof) and we'll update your order at no charge.
How to exchange
- Send us a WhatsApp message on +852 5938 3934 within 30 days of delivery, with your order number and the piece you'd like to exchange. Please contact us first and don't send anything until we've confirmed.
- We'll confirm within 1 business day and send instructions.
- Hong Kong: we provide a complimentary SF Express return label.
- Macau, Mainland China and international: please send the piece by a tracked, insured service to Maison Alexa c/o Pan Ocean Advisory Group Ltd, Unit 2019, Level 20, Infinitus Plaza, 199 Des Voeux Road Central, Central, Hong Kong, marked "Returned goods for exchange". Return shipping is at your cost, and duties or taxes paid on the original delivery can't be credited. We ship your new piece free of charge.
When we refund to your original payment method
We issue a refund to your original payment method only if we can't make or deliver your order, or a parcel is lost in transit and can't be replaced. Alipay and WeChat Pay refunds are returned in RMB, so the final amount may differ slightly because of exchange-rate movements.
Faulty, damaged or incorrect items
If your piece arrives damaged, has a manufacturing defect, isn't what you ordered, or the engraving doesn't match your approved proof, please contact us within 7 days of delivery with photos. We'll cover all shipping and remake, repair or replace the piece free of charge. If we can't, we'll refund you in full.
Repairs
- Manufacturing defects are repaired free of charge for 2 years from delivery (see Warranty & Care).
- If a piece or part is damaged by wear, accident or misuse, we'll send you a repair quote. No work starts until you approve it.
Mainland China clients
Because every piece is custom-made to your choices, it is a made-to-order item and isn't covered by the statutory "7-day no-reason return". Instead, you can exchange it or receive store credit within 30 days, and you keep your full rights for faulty or incorrect items.