Refund policy

Valid Return Period

• Full refund to your original payment method: within 14 days of purchase.
• Exchange or store credit: within 30 days of purchase.
• To be eligible, items must be unused, in their original packaging, and include all original tags, accessories, and paperwork.
• After 30 days of purchase we can’t offer a refund, exchange, or store credit.

Final Sale & Non‑Returnable Items

• Items marked as final sale (ALL SALES FINAL), clearance, customized, or part of a promotion are not eligible for return or exchange.
• Gift cards, personalized items, and items damaged after delivery are also non-returnable.
• All custom pieces are final sale and cannot be returned or exchanged.

Return Process

• Start your return or exchange through our online Return Portal using your order number and shipping postal code.
• Select the item(s) you wish to return or exchange and the reason.
• Once submitted, you will receive an RMA number and return confirmation.
• Pack the item(s) securely in a box (you may reuse the original packaging) and include a note clearly stating your RMA number.
• Ship your package using our prepaid return label, or a post office or carrier of your choice, to the return address provided in the Return Portal.
• You will receive an email notification once we receive your return, and again when your refund or store credit has been issued.

Returns are processed at:
Makena
4211 Waialae Ave #2060
Honolulu, HI 96816

For in-store returns, please see our Store Locations.

Return Shipping Costs

• Return shipping is $12.00, deducted from your refund when you use our prepaid return label. If you ship the return yourself, the shipping cost is your responsibility.
• Defective or incorrect items are covered at no cost to you.
• Exchanges are free.
• Original shipping costs are non-refundable.
• If you ship the return yourself, consider using insured/tracked shipping, as we are not responsible for returns lost in transit.

Condition of Returned Items

• Returns must be in like-new condition: unworn, unwashed, with no signs of use or damage.
• Missing items, including packaging or accessories, may result in a restocking fee or denial of return.

Refund Types & Processing Time

• Eligible returns will be processed within 7–10 business days of receipt.
• Within 14 days of purchase, eligible returns may be refunded to the original payment method.
• Within 30 days of purchase, eligible returns may receive store credit or an exchange.
• Allow an additional 5–7 days for refunded funds to appear on your account.

Exchanges

• Exchanges are free within 30 days of purchase. Start your exchange through our Return Portal. Final sale items are not eligible for exchange.

Defective or Wrong Items

• If you receive a defective, damaged, or incorrect item, contact us immediately with your order number and photos.
• We will provide a prepaid return label at no cost and ship a replacement or issue a refund in full.

Cancellation Policy

• Orders may be canceled before shipping. Once shipped, follow the return process above.

Limitations & Exceptions

• Makena reserves the right to refuse any return that does not comply with this policy.
• Cases involving damage from misuse or late returns may result in a partial refund or no refund.

Contact Information

For any questions, please email us at aloha@makenahawaii.co.