Refund policy

Last updated: May 22, 2026

Thank you for shopping with MamaRaya.

At Mamaraya Limited, we specialize in handmade and personalized products. Because many of our items are custom-made just for you, please read this Return and Refund Policy carefully before placing your order.

1. Personalized and Custom-Made Items

Most MamaRaya products are handmade or personalized with names, initials, colors, sizes, letters, fonts, icons, or other custom details selected by the customer.

Because each personalized item is made specifically for you, we do not accept change-of-mind returns or exchanges for personalized or custom-made items.

Please review all product options, names, spelling, colors, sizes, shipping address, and personalization details carefully before placing your order.

2. Non-Returnable Situations

We do not accept returns, exchanges, or refunds for the following situations:

• Change of mind
• Incorrect size, color, style, or product option selected by the customer
• Personal preference after receiving the item
• Personalization errors submitted by the customer, including spelling mistakes, wrong names, wrong initials, or incorrect custom details
• Incorrect shipping address entered by the customer after the order has shipped
• Orders that have already entered handmade production, unless there is a quality issue or an error caused by us
• Items damaged by improper use, washing, storage, or handling after delivery

3. Eligible Cases for Remake, Replacement, or Refund

We are happy to help if your order arrives with a confirmed issue caused by production, packing, or fulfillment.

Eligible cases may include:

• The item arrives damaged
• The item is defective
• The wrong product is received
• The wrong color, size, name, initials, or personalization detail was made due to our error
• Items are missing from your order

After reviewing the issue, we may offer a remake, replacement, partial refund, or full refund depending on the situation.

4. 48-Hour Issue Reporting Window

Customers must contact us within 48 hours of delivery if an item arrives damaged, defective, incorrect, missing, or with any quality issue.

Requests submitted after 48 hours may not be accepted, as we may no longer be able to verify whether the issue occurred during production, shipping, or later use.

5. How to Request Support

To request support for a damaged, defective, incorrect, or missing item, please email us at support@mamaraya.com.

Please include the following information:

• Your order number
• The email address used at checkout
• Clear photos showing the issue
• A photo of the shipping label or package, if relevant
• A brief description of the problem

We will review your request within 1–2 business days, Monday through Friday, excluding weekends and public holidays.

6. Order Changes and Personalization Errors

If you notice a mistake in your name, spelling, color, size, shipping address, or other personalization details, please contact us as soon as possible at support@mamaraya.com.

If your order has not yet entered handmade production or shipment preparation, we will do our best to update it.

Once production has started or the order has shipped, changes may no longer be possible. We are not responsible for personalization errors or shipping address errors submitted by the customer.

7. Return Authorization Required

Please contact us before sending any item back. Returns must be reviewed and approved by MamaRaya first.

Unauthorized returns, returns sent without an order number, or returns that do not match an approved return request may not be accepted or processed.

8. Return Receiving Address for Approved Returns

Please do not send any item back to the original shipping address or the address shown on the package. The original shipping address may belong to a carrier, fulfillment partner, or transit location and may not be able to process returns.

For approved returns only, our return receiving address is:

Mamaraya Limited Returns
Unit 1508, 15/F
158 Nathan Road
Tsim Sha Tsui, Kowloon
Hong Kong

Please include your order number inside the package when returning an approved item. We recommend using a trackable shipping method and keeping your shipping receipt until your return has been processed.

9. Return Shipping Fees

If the issue is caused by us, such as a damaged, defective, incorrect, or missing item, we will cover the return shipping cost where a return is required.

If a return is exceptionally approved for another reason, the customer may be responsible for return shipping fees.

We do not charge a restocking fee for approved returns related to damaged, defective, incorrect, or missing items.

10. Refund Process and Timeline

If a refund is approved, it will be issued to the original payment method only.

• Approved refunds are usually processed within 5–10 business days after approval or after the returned item is received and inspected, where a return is required
• The actual arrival time depends on your payment provider, bank, PayPal, card issuer, or other payment provider
• Original shipping fees, expedited shipping fees, taxes, duties, or import fees may not be refundable unless the issue was caused by us

11. Condition of Returned Items

If a return is required, returned items must meet the following conditions unless the item arrived damaged or defective:

• The item must be unused
• The item must be returned in its original packaging where possible
• The item must include all original parts, accessories, tags, or gift items included in the order
• The return package must include the order number or identifying information provided during the approved return process

12. Delivery Issues

If your order is marked as delivered but has not been received, please contact us within 3 business days.

Before contacting us, we recommend checking:

• With family members, household members, neighbors, or building staff
• Your mailbox, porch, front desk, parcel locker, or delivery location
• With your local courier or delivery provider

Once a package is marked as delivered by the carrier, we may have limited ability to assist with lost or stolen package claims, but we will do our best to help review the situation.

13. Processing and Shipping

• Processing time: 2–5 business days for handmade production
• Shipping time varies by destination and selected shipping method
• Delays may occur during holidays, high-demand periods, customs checks, or courier delays

For more details, please refer to our Shipping Policy.

14. Contact Information

If you have questions about returns, refunds, product issues, or order support, please contact us:

Mamaraya Limited
Unit 1508, 15/F
158 Nathan Road
Tsim Sha Tsui, Kowloon
Hong Kong

Email: support@mamaraya.com

We aim to respond within 1–2 business days, Monday through Friday, excluding weekends and public holidays.

15. Policy Updates

We reserve the right to update or modify this policy at any time. Changes will take effect immediately upon posting on this page.

Thank you for supporting handmade and personalized products.