Maze is a market made up of independent sellers who run their own shops. This means that each seller is responsible for their own policies regarding refunds, exchanges, and returns. Individual policies will vary from shop to shop.
If you’re a seller outside of the EU, you must set a return policy whenever you edit or create a new listing for a physical item, even if it is to let buyers know you do not accept returns or exchanges on that listing.
If you enter into a return agreement with a buyer via Maze Messages or Maze's case system, we require you to fulfil that agreement. This may include:
Issuing a refund for the returned item(s)
Providing Maze with proof of dispatch for a replacement item
If you do have a problem with a transaction, it’s best to contact the buyer directly via Maze Messages. Buyers are also encouraged to contact you if they experience any issues.
If the buyer does end up opening a case, this Help article explains what you need to do next.
For additional information about refunds and returns, take a look at these Help articles:
How to Cancel a Sale
How to Issue a Full or Partial Refund For an Order
European Union
If you enter into a transaction with a buyer that is located in the European Union, you are subject to comply with the EU Directive on Consumer Rights.
For an EU buyer wishing to resolve a dispute with an EU seller: we believe our case system is the most effective and speediest means of resolving disputes between buyers and sellers. However, if you don't want to use our case system, you have the option of using the EU Online Dispute Resolution platform.
How to Return or Exchange an Item on Maze
Quick answer
If you need help with your order:
Choose your order
If you contacted the seller more than 48 hours ago, choose Open a case so Maze can help you. For qualifying orders, you’ll receive a refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.
If you need to return or exchange an item, the seller you purchased your order from is the best person to help you. Each seller on Maze manages their own orders, and makes decisions about cancellations, refunds, and returns. Learn more about getting help with your order.
How do refunds and returns work on Maze?
Sellers aren’t required to accept returns, exchanges, or provide a refund unless stated in the return policy on their listing.
If the seller is willing to accept this return, be sure to settle on the details in a message before returning the item.
What are listing policies?
Each seller on Maze is responsible for setting their own policies regarding refunds, exchanges, and returns on every item they list for sale. A seller can choose to offer different return policies, or decline to accept returns on specific items they sell. If you’re making multiple purchases from the same shop, you may want to check the policies for each item you’re buying.
I’m located in the European Union
If you are a buyer located in the European Union, some sellers are subject to comply with the EU Directive on Consumer Rights.
EU buyers that wish to resolve an issue regarding a refund or an exchange with a seller are encouraged to use our case system since it is the most effective and fastest way to resolve disputes between buyers and sellers. However, if you do not want to use our case system, you have the option of using the EU Online Dispute Resolution Platform instead.
The seller wasn’t able to help me
If the seller isn’t able to help you, your next step is to request help from Maze by opening a case. With Maze’s Purchase Protection programme for qualifying orders, you’ll receive a full refund if your order never arrives, arrives damaged, or isn’t as described.
To get help from Maze, you’ll need to choose your order, then select Open a case at the bottom of the page. Learn more about how to open a case with Maze.
If you checked out as a guest, you need to link your order to an Maze account in order to open a case with Maze. Learn more about how to link your guest order to an Maze account.
How to Help a Buyer With a Return
If you and a buyer agree to a return for an item from your shop, there are a few approaches you can take. Generally, to help a buyer with a return, you should:
Coordinate the return.
Wait to receive the item.
Refund the item or order.
How to coordinate a return
To coordinate a return with a buyer, first work with the buyer to decide:
Where the buyer should send the item (generally to your address)
The time frame in which you want to receive it
Who will be responsible for the cost of return postage, if you don’t state this in your shop policies
Then, decide how to handle purchasing the return postage label. If you’re a seller in the US, you can purchase a return postage label on Maze for the buyer. You can also purchase the label from the delivery service you prefer, or the buyer can purchase the postage label.
How to coordinate a return if you purchase the postage label
To coordinate a return:
Purchase return postage on the website of your preferred carrier using your address as the destination and the buyer's address as the origin.
Download the label as a PDF.
Email the PDF label to the buyer, or send it as an attachment in a message on Maze. Your buyer can then print the label and use it on their package.
Wait for the package to be returned. If you used an Maze postage label, you’ll generally be charged for the label a few days after you receive the package.
Refund the order. You can also issue a partial refund to recoup return postage costs, depending on who agreed to pay for return postage.
How to coordinate a return if the buyer purchases the postage label
To coordinate a return:
The buyer can purchase the postage label either online from their preferred delivery carrier or at a location near them.
Wait for the package to be returned.
Refund the order. On Maze, you can’t refund an order for more than the original amount paid. If you agreed to pay for return postage, one option is to send the funds for the postage label through PayPal.
Can I purchase a return postage label on Maze?
If you’re a seller in the US, you can purchase a return postage label through Maze.
Currently, we don’t offer return postage labels on Maze for sellers in other countries.
How do I Set Return Policies on My Listings
Setting return policies on your listings clearly displays important information to your buyers, including:
Which items from your shop can be returned or exchanged, if any
The time frame that you accept returns and exchanges
You can set different return and exchange policies for each physical listing you sell in your Maze shop, or set one specific policy across all your physical listings. Buyers will see your return policies when viewing your listings. If you’re a seller outside of the EU, you must set a return policy whenever you edit or create a new listing for a physical item, even if it is to let buyers know you do not accept returns or exchanges on that listing. Not having a return policy may result in your listings appearing lower in Maze search. Learn more about Maze’s Customer service standards.
If you want to set shop-wide policies for things like your cancellation and privacy policies, you can do this through your shop policies.
Jump to a section:
How do I set return and exchange policies on my listings?
How do I change a listing’s return policy?
How do I use a simple return policy?
Do I need to accept returns or exchanges?
Can digital downloads be returned?
How can I accept returns for items where customisation is optional?
How do I set return and exchange policies on my listings?
When creating or managing your listings, you have the option to create a new return policy, or to choose from one of your existing policies if you have any. We also have a simple policy template that you can choose instead of creating your own. You can also create and/or apply policies to multiple listings at once in Listings Manager.
To create a return and exchange policy through Policy settings:
Go to your Shop Manager.
Navigate to Settings.
Select Policy settings.
Navigate to Returns and exchanges.
Select the Create Policy button.
Choose whether you accept returns and/or exchanges for that item by selecting the checkmark next to each option.
Select the time frame that you’ll accept returns and exchanges for that item from the dropdown menu.
Select Save and apply.
Select Publish.
If you’ve created at least one policy in the past, a suggestion to use the policy you’ve set the most on your active listings will be shown. Select Apply, or select Choose another policy to either pick from your other existing policies or create a new one.
Once a policy has been created, it can only be deleted if it is not associated with any of your active listings.
How do I change a listing’s return policy?
To change the policy you currently have applied to a listing:
Go to your Shop Manager.
Select Listings.
Select the listing whose policy you want to change.
Navigate to Returns and exchanges.
Select the Change Policy button.
Select from one of your other existing policies. The listing’s current policy is displayed as Applied.
If you want to create a new policy instead, choose the Create Policy button.
You can also apply a return policy to multiple listings at once through your Listings Manager:
Go to your Shop Manager.
Select Listings.
Select the listing(s) whose policy you want to change.
Select Editing options.
Select Change return & exchange policies.
Apply an existing policy, or select Create policy to create a new policy.
How do I use a simple return policy?
If you choose to use the simple return policy template, the following settings are applied to your listing:
Buyers can return or exchange the item.
Buyers must return it within 30 days of delivery.
Buyers are responsible for any return postage costs.*
Buyers are responsible for any loss in value (as agreed upon with you) if an item isn’t returned in its original condition.*
Choose this option by selecting Apply simple policy in the listing editor. When you are satisfied with your listing, select Publish.
* These settings are standard on all returns and not specific to the simple return policy.
Do I need to accept returns or exchanges?
If you’re a seller outside of the EU, all of your physical item listings must have a return policy set so buyers know what to expect when purchasing from you. However, whether you choose to accept returns or exchanges on your listings or not is completely optional and based on your individual business needs. Not having a return policy - even if that policy is “no returns accepted” - may result in your listings appearing lower in Maze search results.
Consumer protection laws in the EU require some sellers to offer a minimum 14-day return policy on orders that are delivered to those countries. For additional information on this, review this help article on EU law regarding returns and exchanges.
Can digital downloads be returned?
It’s not possible to set return or exchange policies on your digital listings. If a buyer contacts you about an issue with a digital item they’ve purchased, you can still choose to resolve the issue as you see fit.
How can I accept returns for items where customisation is optional?
If you offer an item in your shop that a buyer can choose to either purchase as-is or to customise, but only want to accept returns for non-customized or personalised orders, you can let buyers know in the FAQ section of your shop. You can also mention this in the relevant listing descriptions.
To edit your shop's FAQ:
Go to your Shop Manager
Select the pencil icon next to your shop name under Sales Channels.
Under Frequently asked questions, choose Add an FAQ.
Select Custom and personalised orders from the drop down.
In the Answers text box, specify that you do not accept returns of customised or personalised orders.
Select Save.
You can also edit your Messages to Buyers to let shoppers know that you do not accept returns for customised or personalised items. Message to Buyers are included on order receipt pages and in the email buyers receive when they purchase from your shop.