Refund & Returns Policy

Effective Date: July 31, 2026

At Mackys Luxury, customer satisfaction is important to us. We are committed to providing premium fashion products and ensuring you have a pleasant shopping experience.

Please read this Returns & Refund Policy carefully before making a purchase.

  1. OUR RETURN POLICY

We accept returns on eligible products within 7 days from the date your order is delivered.

To qualify for a return, the item must:

  • Be unused and unworn.
  • Be in its original condition.
  • Be returned with its original packaging, tags, and accessories (where applicable).
  • Be free from stains, scratches, odors, or signs of use.

Returns that do not meet these conditions may be declined.

  1. NON-RETURNABLE ITEMS

For hygiene and quality assurance reasons, we cannot accept returns on:

  • Products that have been worn or used.
  • Products damaged after delivery due to misuse.
  • Clearance or final sale items (where stated).
  • Gift cards or promotional items.
  • Products returned without original packaging or tags.
  1. DAMAGED OR INCORRECT ITEMS

If you receive:

  • A damaged product
  • A defective product
  • The wrong item
  • An item with a manufacturing defect

Please notify us within 48 hours of receiving your order.

Kindly provide:

  • Your order number
  • Clear photographs of the item
  • A brief description of the issue

Once verified, we will arrange a replacement, exchange, or refund where applicable.

  1. EXCHANGES

We understand that sizing or colour preferences may vary.

Eligible items may be exchanged for another available size or colour, subject to stock availability.

Customers requesting exchanges may be responsible for any applicable delivery charges unless the exchange is due to our error.

  1. REFUND POLICY

Refunds are only approved when:

  • A return has been received and inspected.
  • The returned product meets our return conditions.
  • A replacement cannot be provided.
  • The order was cancelled before shipment.
  • We are unable to fulfil your order.

Approved refunds will be processed using the original payment method whenever possible.

Please allow 5–10 business days for the refund to reflect, depending on your bank or payment provider.

  1. ORDER CANCELLATIONS

Orders may be cancelled before they are processed or dispatched.

Once an order has been shipped, cancellation requests may no longer be accepted.

  1. RETURN SHIPPING

Customers are responsible for return shipping costs unless:

  • The wrong product was delivered.
  • The product arrived damaged.
  • The product has a verified manufacturing defect.

We recommend using a trackable delivery service when returning items.

Mackys Luxury is not responsible for returns lost during transit.

  1. INSPECTION OF RETURNED ITEMS

All returned items undergo inspection before a refund or exchange is approved.

If the returned item shows signs of:

  • Wear
  • Damage
  • Misuse
  • Alteration
  • Missing accessories or packaging

the return request may be declined.

  1. LATE OR MISSING REFUNDS

If you have not received your approved refund:

  • Check your bank account again.
  • Contact your bank or card issuer, as processing times may vary.
  • Contact your payment provider.

If you have completed the above steps and still have not received your refund, please contact us.

  1. HOW TO REQUEST A RETURN

To request a return or exchange, please contact our customer support team with:

  • Your full name
  • Order number
  • Contact phone number
  • Reason for the return
  • Photos of the item (if applicable)

Our team will guide you through the return process.

  1. CONTACT US

For all return, exchange, or refund enquiries, please contact us.

Mackys Luxury

Email: info@mackysluxury.com

Phone: +234 8100522311

Location: 23, Road Market Amuwo-Odofin Plaza shop F6, Festac Town, Lagos.

Thank you for shopping with Mackys Luxury.

We appreciate your trust and remain committed to providing premium products, exceptional customer service, and a smooth shopping experience.