Warranty & Repairs

Mayze Atelier — Warranties & Repairs Policy

At Mayze Atelier, every piece we create represents a dialogue between design, material, and craftsmanship.
Our work is defined by precision, patience, and individuality — and with that, our warranty exists to ensure transparency and fairness when concerns arise.

Each client order is unique, and this document outlines how we handle repairs, damage claims, and warranty requests, as well as the limits of our responsibility.

1 · Warranty Coverage: Craftsmanship & Materials

Every Mayze Atelier piece is handcrafted and undergoes extensive inspection before shipping.
We guarantee that your item will be built to the approved specifications outlined in your final mockup and confirmed HoneyBook contract.

Coverage Period

• 30-Day Craftsmanship Warranty
  This warranty applies to:

  • Structural or assembly defects caused by workmanship

  • Material flaws resulting from fabrication or finishing processes

  • Mechanical or construction issues that affect use or stability

Not Covered Under Warranty

Mayze Atelier cannot accept liability for:

• Natural material variations (e.g., stone veining, tonal differences, pores, or grain)

• Normal wear and tear

• Marks or light scuffs from shipping and transit

• Improper installation, use, or relocation by the client or third-party movers

• Accidental damage after delivery

• Minor handmade variations or tool marks that are intrinsic to artisan craftsmanship

• Environmental damage (moisture, exposure, heat, sunlight)

• Failures resulting from not following the provided Care Instructions

2 · Custom & Made-to-Order Policy

All custom and made-to-order items are final sale and non-refundable once production begins.
Every Mayze piece is designed specifically for the client who commissions it — custom-built to your size, finish, and stone selection. These items cannot be resold or reallocated.

What This Means for You

• No cancellations, returns, or exchanges after production begins.

• No refunds for change of mind, aesthetic preference, or small differences between samples and natural materials.

• You will receive photos during production for approval, including a final pre-shipment confirmation. Once approved, the piece is considered final and non-refundable.

This standard mirrors global industry practices at luxury ateliers.

3 · Damaged Orders Upon Arrival

We take every precaution to ensure safe shipping, using foam-lined wooden crates and approved carriers.
However, in the rare event of damage upon arrival, the following applies:

Inspection Requirements

• All clients must inspect their order immediately upon delivery.

• If any damage is visible, accept the shipment but note “damaged upon arrival” on the delivery slip.

• You must report all visible damage within five (5) business days of delivery.

How to File a Damage Claim

1. Email claims@mayzeinteriors.com within five (5) business days.

2. Include:

   • High-resolution photos of the product and packaging

   • A detailed description of the issue

   • Order number and delivery date

Claims submitted after this period will not be accepted under any circumstance.
This policy ensures proper verification and aligns with industry-standard shipping protocols.

4 · Warranty-Approved Repairs or Replacements

If your claim is approved, Mayze Atelier will determine the appropriate course of action based on the nature and severity of the issue.

Resolution Options

1. On-Site Repair:
   For minor damage, we dispatch an approved technician or partner artisan to your location to perform refinishing, fill work, or stabilization.

2. Off-Site Repair:
   For larger issues, the item will be collected and repaired at an approved facility, then returned to you once complete.

3. Replacement:
   If the item is deemed beyond repair and the damage affects its function, Mayze will produce a replacement or issue a refund as described in Section 6.

All repair options are assessed on a case-by-case basis, with photographic and logistical review by our team.

Refusal of Approved Repairs

If Mayze approves a repair or resolution and the client refuses the proposed solution, the warranty claim becomes null and void.
Refusal of repair does not entitle the client to a refund.
Clients have seven (7) business days from the offer date to accept the proposed repair.
Failure to accept within that time forfeits both the repair and refund eligibility.

5 · Lost Orders in Transit

If your order is lost during shipment:

• Mayze Atelier will initiate a formal investigation with the shipping provider.

• Once confirmed lost, the client may choose between:

  • A full refund, or

  • A reproduction of the same item (materials permitting).

All confirmed lost orders are handled on a case-by-case basis, and clients will be informed in writing of the final determination.

6 · The Mayze Money-Back Guarantee

To uphold our craftsmanship standards and client confidence, Mayze Atelier offers a Money-Back Guarantee for verified, unusable damage only.

Eligibility

This guarantee applies only if:

• The item arrives damaged beyond use, and

• The damage was caused during production or transport, and

• The client reports it within five (5) business days of delivery.

Resolution Process

Upon review and approval:

• Clients may receive a full refund, including delivery fees, if the damage renders the item permanently unusable.

• Refunds are processed within 5–10 business days of approval, via the original payment method.

This guarantee does not apply to:

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

• Superficial or repairable imperfections

• Client refusal of approved repair or replacement

This change ensures that refunds are reserved for genuine, irremediable cases — not transit or scheduling conditions outside our control.

7 · Post-Delivery Repairs (Out of Warranty)

Once your order has been accepted and the warranty window has passed, any subsequent issues are treated as post-delivery repairs.

Mayze Atelier will:

• Provide a repair quote based on materials, labor, and transport needs

• Offer assistance in sourcing artisans or parts where feasible

Clients are responsible for:

• All post-warranty repair costs

• Shipping or transport fees

• Replacement materials or restoration work

8 · Maximum Liability

Mayze Atelier’s total liability is limited to the value of the original order.

We are not liable for:

• Indirect or consequential losses (e.g., project delays, interior scheduling, emotional stress)

• Delays caused by customs, carriers, or government agencies

• Damage from environmental or human factors beyond our control

Refunds or replacements cannot exceed the original purchase value.

9 · Client Responsibilities

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

• Review and approve mockups before production

• Inspect and report delivery issues within five (5) business days

• Accept repair or replacement options offered within seven (7) business days

• Maintain reasonable communication during warranty resolution

• Understand that refusing an offered repair or replacement forfeits any refund claim

• Accept that delays due to customs, port congestion, or third-party shipping are not grounds for refund or dispute

10 · Force Majeure

Mayze Atelier is not responsible for delays, damages, or losses resulting from causes beyond our control, including but not limited to:

• Natural disasters

• Strikes or labor disputes

• Transportation breakdowns

• Customs or port delays

• Government action or restriction

• Acts of war or global disruption

11 · Contact Information

For warranty claims, repair requests, or support inquiries, please contact:
📧 claims@mayzeinteriors.com
🌐 www.mayzeatelier.com

Warranty & Repair Summary