Refund policy

Maaia Gumboots Returns and Warranty Manual

Effective Date: 1 September 2025

Warranty Period: 6 months from date of purchase

Prepared by: Maaia Ltd

1. Purpose

This Return & Warranty Policy establishes clear guidelines for how Maaia Boots manages returns, exchanges, and warranty claims for our gumboots. The goal is to ensure fairness, transparency, and customer satisfaction while protecting the business from misuse or unreasonable claims.

2. Scope

This policy applies to all retail and wholesale customers who have purchased gumboots directly from Maaia Ltd, our official website, or approved distributors within New Zealand and Australia

3. General Return Policy

Customers may return or exchange gumboots within 30 days of purchase if they meet the following conditions:
- The gumboots are unused and in original condition.
- The gumboots are returned in their original packaging. If packaging is not provided with your return, your exchanged product will be sent without packaging.
- Proof of purchase is provided.

Returns or exchanges will not be accepted (unless faulty) if:
- The gumboots show visible signs of wear or use.
- The gumboots were purchased on clearance, sale, or as seconds.
- The gumboots have been altered, modified, or repaired by a third party.
- The product was damaged due to misuse, neglect, or improper care.

Change of mind returns and size swap exchanges are accepted within 30 days from the purchase date provided the boots are in resalable condition. Refunds are issued in the original payment method, and the customer covers return shipping unless the item is faulty.

4. Warranty Policy

All gumboots come with a 6-month warranty from the date of purchase covering manufacturing defects in materials or workmanship, including:

- Cracking or splitting of rubber not caused by external damage.

- Leaks from seams or soles under normal use.

- Water passing into interior (Not protected if gumboots are worn directly in bodies of water)

- Sole separation not caused by excessive wear.

The warranty does not cover:
- Normal wear and tear.
- Cuts, punctures, or abrasions from external objects.
- Damage caused by exposure to heat, chemicals, or solvents.
- Improper use.
- Failure to follow care instructions.
- Accidental damage, misuse, or neglect.
- Fit or comfort issues after use.

- Discolouration or fading

To make a warranty claim:
1. Provide proof of purchase.
2. Submit photos and description of the fault.
3. Return the product if requested.

Claims are assessed by our quality team. If approved, the product will be replaced or refunded at our discretion.

5. Wholesale / Stockist Returns

Wholesale partners must report faulty stock within 30 days of delivery and obtain return authorisation. Claims will be assessed as per the standard warranty terms. No credit or replacement for unauthorised returns.

6. Return Process

Step 1 – Customer Contact: Contact support with order details, photos, and reason for return.
Step 2 – Assessment: We confirm eligibility.
Step 3 – Return: You ship the product back to us
Step 4 – Inspection: Product checked upon arrival.
Step 5 – Resolution: Refund or replacement processed within 10 business days.

7. Refunds & Replacements

- Refunds: Issued to the original purchaser.
- Replacements: Provided if stock is available.

8. Customer Care & Maintenance Guidelines

To maintain warranty validity:
- Rinse off mud and dirt when necessary to avoid mud build up.

- Do not wear in open bodies of water

- Dry naturally, away from heaters or direct sunlight to avoid discolouration
- Store in a cool, dry, covered place.
- Avoid folding or crushing boots.

Improper care may void warranty coverage.