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Warranty & Repairs

Warranties & Repairs

At Mayze Atelier, we stand behind the craftsmanship and design integrity of each custom piece we create. Our goal is to provide transparency, clarity, and confidence at every stage of your order — including what to expect if issues arise.

This page outlines our official Warranty, Repair, and Damage Policy, as governed by the terms of your Client Product & Service Agreement. Please read carefully.

1. Warranty on Craftsmanship & Materials

All Mayze Atelier pieces are handcrafted with premium materials and undergo rigorous quality checks before shipping. We guarantee that your item will meet the specifications outlined and approved in your 2D mockup at the time of purchase.

We proudly offer:

  • A 30-day craftsmanship warranty that covers:

    • Structural defects

    • Assembly malfunctions due to builder error

    • Material flaws directly related to our fabrication or finishing processes

Not covered under warranty:

  • Natural material variances (such as veining in marble, wood grain, color shifts in stone)

  • Normal wear and tear

  • Improper use or handling by the client

  • Accidental damage caused post-delivery

  • Issues stemming from failure to follow care or maintenance instructions

2. Custom Orders Are Final Sale

Once production begins following your 2D mockup approval, all custom orders are final sale. Due to the bespoke nature of our work, no cancellations, exchanges, or returns will be accepted after this point.

We do not accept returns based on:

  • Change of mind

  • Aesthetic preferences after production has started

  • Slight differences between mockups and final material textures or finishes (due to natural variance)

3. Damaged Orders Upon Arrival

We take every precaution to ensure your piece arrives in pristine condition. If you notice any issues upon delivery:

You must notify us within five (5) business days of delivery.

To file a damage claim:

  • Email info@mayzeatelier.com with high-resolution photos clearly showing the damage

  • Include any relevant details (delivery conditions, packaging state, etc.)

We will investigate the issue and determine:

  • If the damage was due to packaging, shipping, or white glove handling

  • Whether a replacement or partial or full refund is warranted

  • What portion of the item is affected

If Mayze Atelier is at fault, we will:

  • Replace or refund the affected portion of your order, based on mutual agreement

  • Cover return shipping (if applicable)

  • Offer guidance on disposal if the item is deemed unusable as well as a full refund issued to the original method of payment in 5-10 business days.

Important: We do not accept returns for damaged items that are the result of:

  • Third-party mishandling after delivery

  • Failure to report damage within 5 business days

  • Client error or misuse

4. Lost Orders In Transit

If your order is lost in transit, we will:

  1. Open a formal investigation with the shipping provider

  2. Once loss is confirmed, you will have two options:

    • Full Refund to your original method of payment (within 5–10 business days)

    • Reproduction of your order, with a 15% discount as a courtesy

Note: Mayze Atelier reserves the right to decline re-production if the loss creates undue delays or if materials are unavailable.

5. Repairs or Replacements Post-Delivery

Repairs post-delivery are reviewed on a case-by-case basis and are not covered under warranty if damage occurred after final delivery.

Clients are responsible for:

  • All repair costs if the damage is due to improper handling, relocation, or external factors

  • Shipping fees associated with returning the item for repair (unless otherwise agreed)

  • Any replacement materials required

We will do our best to support you with affordable repair options where feasible.

6. Maximum Liability

In all cases, Mayze Atelier’s liability is limited to the total cost of your order.

If an order is lost or irreparably damaged, you may be eligible for:

  • A partial refund (if part of the item is recoverable)

  • A full refund (if the entire item is lost or unsalvageable)

We are not liable for:

  • Any indirect losses (emotional distress, missed project deadlines, etc.)

  • Delays caused by shipping partners, customs, or third-party carriers

7. Mayze Money-Back Guarantee

For custom orders only** if your delivery extends more than three (3) weeks past your latest guaranteed delivery date (e.g., June 1st, 2025), and this delay is not due to client postponement, you are entitled to:

  • A 100% refund, including White Glove Delivery costs — upon written request and Mayze formal agreement.

8. What You Agree To As the Client

By placing an order with Mayze Atelier, you agree to:

  • Approve your 2D mockups before production

  • Accept final delivery within 6 days of customs clearance or be responsible for storage fees

  • Inspect your order within 5 days of delivery and report any issues

  • Assume responsibility for any damage occurring after final white glove delivery

9. Force Majeure

Mayze Atelier is not responsible for delays, damages, or losses caused by events outside of our control, including but not limited to:

  • Natural disasters

  • Strikes

  • Shipping carrier disruptions

  • Customs delays

  • Acts of war or government mandates

For any questions or warranty inquiries, please reach out to us at:

📧 info@mayzeatelier.com
🌐 www.mayzeatelier.com


Coming Soon , Winter 2025

Toronto , Ontario , Canada

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