1. Eligible Replacement Cases

A replacement may be considered when:

• You receive a product different from the product ordered.
• The product is damaged during transportation.
• The package is leaking or significantly damaged upon delivery.
• The product has a significant packaging or manufacturing defect.
• The product received is materially different from the product ordered.

2. Products Not Normally Eligible for Return

For food safety and hygiene reasons, we generally do not accept returns of products that:

• Have been correctly delivered and are in good condition.
• Have been opened or used.
• Have been partially consumed.
• Have been damaged after delivery due to improper storage or handling.
• Are returned without prior approval from Maae Care.

Nothing in this policy limits consumer rights available under applicable law.

3. Reporting a Problem

Please contact Maae Care as soon as possible after delivery and preferably within 48 hours of receiving the order.

Please provide:

1. Order number.
2. Customer name and contact number.
3. Clear photographs of the outer shipping package.
4. Clear photographs of the product and packaging.
5. Photographs showing the batch/lot number and expiry/best-before information.
6. A brief description of the issue.

For damaged shipments, please retain the original packaging until the issue has been resolved.

4. Replacement Process

After receiving the required information, Maae Care will review the complaint.

If approved, Maae Care may:

• Arrange a replacement product; or
• Provide another appropriate resolution depending on product availability and circumstances.

5. Refunds

Where replacement is not possible or where a refund is considered appropriate, the eligible amount will be refunded through the applicable payment method or another legally permissible method.

The time taken for the refund to reflect may depend on the payment service provider or banking institution.

6. Wrong Product

If you receive a product different from the one ordered, contact Maae Care with your order details and photographs.

After verification, Maae Care may arrange an appropriate replacement or refund.

7. Damaged Product

If a product arrives visibly damaged, please take photographs of the package and product before disposing of or opening the damaged package, wherever reasonably possible.

These photographs may help us investigate the issue with our logistics partner.

8. Delivered but Not Received

If tracking shows an order as delivered but you have not received it, please contact Maae Care promptly.

We will investigate the delivery status with the relevant logistics partner.

9. Cancellation

Cancellation requests may be accepted if the order has not been dispatched.

Once dispatched, cancellation may not be possible.