Terms and Conditions

1. Operator

Maison Designers is operated by MAISON ENTERPRISE LTD, Company No. 16328140, registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

2. Website use and linked policies

Use of the website is subject to these terms, the Privacy Policy, Cookie Policy, Returns and Refunds policy, AML and KYC Policy, Buyer Protection page, Authentication page, Digital Passport page, auction terms where applicable and any written transaction-specific terms. If a transaction-specific written term conflicts with general website wording, the specific written term should control for that transaction unless mandatory law says otherwise.

3. Platform role

Maison Designers may act as merchant of record for direct purchases and may operate curated marketplace, reseller, B2B, auction, consignment-like or managed-seller workflows. The seller-of-record, VAT, invoice and payout treatment for a transaction may depend on the applicable product page, checkout, invoice, seller terms or written confirmation.

4. Countries we serve and right to decline

Maison Designers may accept orders only for countries, categories, values and delivery routes that can be supported by payment, KYC, carrier, insurance, customs, sanctions, CITES and supplier controls. Maison Designers may decline, pause, cancel or refund an order before acceptance where the destination, item category, buyer profile, import route, insurance route or payment route is unsupported. This does not remove mandatory rights for accepted consumer orders.

5. Buyer eligibility and import responsibility

By placing an order or service request, the buyer confirms that they are legally capable of contracting, are at least 18 years old where required for the transaction, provide accurate information, are not subject to sanctions or trade restrictions, and are not asking Maison Designers to supply goods or services unlawfully. For cross-border orders, the buyer is responsible for checking whether the item may be lawfully imported, possessed, worn, insured, serviced and returned from the destination country, subject to mandatory law and any written Maison Designers confirmation.

6. Product information, images and condition

Product pages should describe the item, brand, model, condition, inclusions, reference details, price and availability as accurately as reasonably possible from available evidence. Pre-owned luxury items may show wear, service parts, repairs, polishing, replacement straps, altered sizing, missing historical documents or aftermarket elements where known and relevant. Images, video, macro photography, colour, scale and screen display are provided to support the written description but may not reproduce exact size, tone, patina, stone colour, metal finish or condition detail on every device. This does not limit rights where goods are materially not as described.

7. Price, currency and obvious errors

Prices, delivery charges, taxes and currency presentation may depend on destination, stock source, supplier confirmation, checkout configuration and provider availability. If an obvious pricing, currency, tax, shipping, stock or technical error appears before order acceptance, Maison Designers may contact the buyer for instructions, correct the error, decline the order or refund any payment received. Bank transfer shortfalls, issuer fees, wallet fees, foreign exchange differences and intermediary bank charges may remain the buyer’s responsibility unless mandatory law or written confirmation says otherwise.

8. Order receipt, acceptance and partial fulfilment

Checkout confirmation or payment authorization means the order has been received, not finally accepted. A contract is formed only when Maison Designers issues dispatch confirmation, written acceptance or another express final acceptance for the relevant item or service. If an order contains more than one item, acceptance may apply only to the item or items confirmed for dispatch or supply. Final acceptance, shipment, seller payout and Digital Passport finalization may depend on payment clearance, KYC, fraud review, item availability, seller confirmation, authentication status, carrier and insurance availability, customs feasibility and provider approval.

9. Risk and title

For consumer goods, risk passes according to mandatory law and the agreed delivery process. Title to goods does not pass until Maison Designers or the relevant seller has received cleared payment in full and the order has been accepted, unless mandatory law or written transaction terms require a different result. Digital Passport assignment, seller payout and transferability may remain withheld until payment, delivery, return, compliance and dispute status are clear.

10. Authentication included in a product sale

For Maison Certified products, authentication is part of the product representation and evidence file. It is based on reasonable specialist review and available evidence. It is not a manufacturer warranty, insurance policy, valuation, investment advice, stolen-property clearance or unlimited lifetime guarantee. Mandatory rights for goods not as described, faulty or non-conforming remain unaffected.

11. Standalone paid authentication service

Where authentication is purchased as a standalone paid service, the agreed scope may include review of item data, photographs, documents, physical inspection, third-party input, written observations, certificate preparation or Digital Passport preparation only where expressly stated. If a consumer asks Maison Designers to begin the service during a statutory cancellation period, Maison Designers may require the legally required acknowledgement and express request before starting. Where permitted by applicable law and properly disclosed, reasonable charges may apply for work already performed before valid cancellation, and a completed service may be non-refundable.

12. Third-party authentication review

Maison Designers may use third-party specialist input where appropriate. Third-party observations are limited to the evidence and service scope provided, and do not create a broader guarantee unless expressly agreed in writing. Informal shop comments or unsupported screenshots may not be enough to resolve a claim.

13. Digital Passport

The Digital Passport is Maison Designers’ certificate, authenticity and item-record service for eligible pre-owned luxury goods. Where shown as included or selected for an order, it is purchased together with the product and may appear in the order record as a Digital Passport service option. The Passport records the authentication outcome, item identity, condition reference, ownership status and selected certificate metadata available for that physical item. Where enabled, selected non-sensitive metadata may be anchored or mirrored to blockchain or distributed-ledger infrastructure; unless confirmed for a specific item, the authoritative record remains the Maison Designers order, authentication and certificate file. The Passport is not sold as a standalone NFT, investment product, financial product, token sale or appreciation promise. A record may be provisional, reserved, withheld, voided, reassigned, transferred back or marked returned if payment, delivery, return, cancellation, refused delivery, non-collection, KYC or dispute status requires it.

14. Consumer cancellation and returns

Where UK consumer distance-selling rights apply, eligible consumers may cancel within the statutory period and do not need to give a reason. Maison Designers will not exclude mandatory rights for faulty, not-as-described or non-conforming goods. Return timing, condition, delivery refund and return cost allocation are explained in the Returns and Refunds policy.

15. Custom, bespoke and personalised items

Custom, bespoke, made-to-order, personalised, sourced-on-request, altered-to-client-specification, resized, engraved, modified, specially procured or client-approved items may be excluded from the standard cancellation right where permitted by applicable law. Deposits, design, sourcing, authentication, production, alteration, resizing, engraving, procurement or service fees may be non-refundable or partly deductible only where clearly disclosed, genuinely incurred and lawful. This does not remove mandatory rights for faulty, not-as-described or non-conforming goods.

16. Sourced-on-request and supplier commitments

If a client asks Maison Designers to source a specific item, reserve inventory, commit to a supplier, begin production, arrange alteration, obtain third-party authentication or prepare export/import handling, Maison Designers may disclose the costs and cancellation consequences before work begins. Where lawful, the client may be responsible for actual costs or losses incurred after approval or supplier commitment.

17. Delivery and buyer cooperation

Buyers must provide accurate account, billing, delivery, customs and payment information; monitor the contact details used for the order; respond to courier, customs, KYC and support requests within a reasonable time; accept or collect delivery; avoid avoidable failed-delivery costs; and preserve packaging, tags, seals and inclusions. For international orders, the buyer must also cooperate with customs brokers, tax authorities and carrier requests for ID, EORI/VAT details where relevant, import declarations, delivery appointments, duty payment, return clearance and re-import paperwork. Maison Designers may decline unsupported addresses, freight forwarders, hotels, PO boxes, temporary addresses or destinations without a suitable carrier and insurance route.

18. Refused delivery, failed delivery, non-collection and silence

A valid cancellation communicated within the legal period is different from refusing delivery, ignoring collection notices, failing to pay duties, failing to cooperate with customs or not responding to reasonable written case notices without prior written authorization. If a buyer refuses delivery, allows the parcel to be returned, gives inaccurate address or customs data, does not answer delivery/customs requests, or otherwise prevents normal delivery or return handling, Maison Designers may document the facts, preserve courier and customs evidence, pause final refund confirmation until the item returns and is inspected, and take actual direct costs into account where permitted by applicable law.

Those costs may include return-to-sender charges, failed-delivery or re-delivery charges, specialist courier and insurance costs, storage, customs brokerage, export/import correction, clearance, re-import, duties/taxes that cannot reasonably be recovered, agreed authentication or service work, and other documented third-party costs caused by the refusal, non-collection or non-cooperation. Maison Designers will not use arbitrary penalties, undisclosed restocking fees or blanket consumer cancellation charges. For orders placed before a later policy update, Maison Designers assesses the matter by reference to the terms, disclosures and communications in force for that order, the documented facts and mandatory applicable law; updated wording is not used to impose a new retrospective penalty. Mandatory consumer refund rights are not removed.

19. Shipping, insurance, customs and duties

High-value luxury goods may require protected delivery, insured shipping, signature, adult ID, specialist packaging, courier restrictions, customs declarations and delivery appointments. Standard delivery is refunded where mandatory law requires it for an eligible consumer cancellation. Premium, express, insured or specialist delivery selected by the buyer may be refundable only up to the standard delivery amount where lawful. Import VAT, duties, customs brokerage, local taxes, storage, return clearance and re-import costs are handled according to the applicable shipment terms and mandatory law. Maison Designers has no control over foreign customs assessments, duty refund timing, broker charges, courier storage or returned-goods relief decisions outside the UK unless it has expressly agreed a delivered-duty-paid or similar written arrangement.

20. Restricted imports, returns and export controls

Some watches, jewellery, diamonds, exotic-skin bags, precious stones, metals or branded goods may be restricted by sanctions, CITES, customs, export controls, insurance exclusions, carrier rules or local import law. If a product cannot be lawfully exported, imported, returned, re-imported or insured for a destination, Maison Designers may decline or cancel the order before acceptance or adjust the return process where lawful. Mandatory rights for faulty, not-as-described or non-conforming goods remain unaffected.

21. Refunds and partial refunds

Maison Designers does not apply arbitrary penalties or blanket non-refundable-fee wording to consumer cancellations. Where a refund is due, Maison Designers may calculate it by reference to mandatory law, standard delivery rules, item condition, lawful deductions for excessive handling or damage, started or completed service costs, actual delivery/customs costs caused by refusal or non-cooperation, and any B2B or seller terms that lawfully apply. Any partial refund decision should be itemised, supported by invoices, courier records, customs records, service logs, authentication/preparation records or written client approvals, and reviewed before issue where the amount is material. Routine internal preparation is not treated as a consumer penalty; separately agreed cleaning, servicing, polishing, resizing, engraving, restoration, sourcing, authentication or other services may be treated according to their disclosed service terms where lawful.

22. Payment processing and provider review

Payment authorization, 3DS/SCA, provider approval or card settlement may still be followed by manual review, cancellation or refund if risk, compliance, stock, insurance, customs, seller or chargeback-protection checks fail. Non-recoverable processing costs are not deducted from consumer refunds unless legally and contractually defensible.

23. Marketplace fees, seller payout and B2B terms

Marketplace commission, payout fees, dispute reserves, seller proceeds, reversal rights and chargeback-after-payout handling apply primarily to seller, reseller, supplier, B2B, affiliate or auction terms. The public B2B Terms are available at /b2b-terms/ and may be supplemented by signed terms, invoices, quotes, supplier agreements or written commercial acceptance. They must not be used to remove mandatory consumer rights. Seller payouts may be held or reversed while payment, delivery, return, customs, authenticity, chargeback, KYC, tax or claim status remains open. For B2B, reseller, trade, seller, supplier, sourcing, wholesale, auction-proxy or professional-buyer transactions, orders may be final and non-refundable once accepted, invoiced, paid, supplier-committed, dispatched, authenticated, sourced, customized or otherwise performed, except to the extent expressly agreed in writing or required by applicable law. This wording does not exclude liability for fraud, fraudulent misrepresentation, title where it cannot be excluded, or any liability that cannot lawfully be excluded. Any exclusion or limitation that is subject to the Unfair Contract Terms Act 1977 applies only so far as it is reasonable and enforceable in the circumstances.

24. Returns and inspection

Returned items must be the same item delivered and should include all tags, seals, packaging, documents, certificates, straps, dust bags, pouches, links, receipts, invoices and accessories where supplied. Maison Designers may inspect identifiers, condition, inclusions, packaging, seals, photographs and Digital Passport status before confirming a refund or remedy.

25. Buyer obligations during a claim

Buyers must preserve the item and evidence; provide photographs, packaging images, courier records, customs notices and a clear explanation; and avoid wearing beyond inspection, altering, resizing, repairing, polishing, opening, authenticating destructively, transferring or reselling the item while a claim is under review unless Maison Designers has agreed the next step in writing.

26. Prohibited goods and legal restrictions

Maison Designers may refuse or remove goods that are counterfeit, stolen, subject to sanctions, unlawfully imported or exported, restricted by CITES or other customs controls, unsafe, infringing, subject to unresolved ownership claims or otherwise unsuitable for a protected luxury transaction.

27. Account abuse and circumvention

Maison Designers may refuse service, cancel orders, suspend accounts, restrict bidding, reject returns or report activity where there is suspected fraud, collusion, self-dealing, off-platform circumvention, abusive chargebacks, repeated failed payments, false claims, counterfeit submissions, misuse of seller tools or attempts to avoid fees, KYC, tax, customs or provider controls.

28. Intellectual property and site misuse

Maison Designers content, images, product copy, page design, marks, software and Digital Passport materials may not be copied, scraped, framed, resold, used to train competing catalogues, used to imply unauthorised brand association or used for unlawful, fraudulent, infringing, malicious or disruptive activity. Maison Designers may restrict access or report misuse where lawful.

29. Force majeure and events outside control

Maison Designers is not responsible for delay or failure caused by events outside reasonable control, including carrier disruption, customs retention, customs inspection, government action, sanctions changes, export or import restrictions, insurer refusal, supplier failure, payment-provider outage, cyber incident, severe weather, industrial action, war, public emergency or similar events. Mandatory consumer rights remain unaffected.

30. Notices and written communications

Order, cancellation, return, claim, legal and support communications should be sent through the contact routes stated on the website or in the order documents. Maison Designers may communicate by email, account message, support ticket, courier notice or postal notice using the details provided by the buyer. Buyers should keep their contact details current and monitor reasonable delivery, customs, return and support messages. Where a buyer does not respond, Maison Designers may continue with proportionate operational steps needed to protect the item, preserve evidence, comply with carrier/customs requirements, mitigate losses and calculate any lawful refund.

31. Complaints and dispute resolution

Clients should contact Maison Designers first with the order reference, issue summary and supporting evidence. Maison Designers will review the matter against the order file, product evidence, authentication file, delivery record, customs record, return file and applicable law. Where a consumer complaint cannot be resolved internally, available court, mediation, card-network, payment-provider or ADR routes may remain available according to applicable law.

32. Disputes and evidence

Clients should contact support first where possible with the order reference, photographs, packaging, delivery record, customs record and a clear explanation. Maison Designers may respond to payment disputes with accepted terms version, timestamp, product page snapshot, payment record, authentication evidence, delivery tracking, signature record, refused-delivery evidence, customs record, return authorization, inspection outcome, Digital Passport status, KYC records, seller records and support communications.

33. Liability for consumers and business clients

Nothing in these terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, title obligations that cannot be excluded, or mandatory consumer rights. B2B, reseller, seller, supplier, affiliate and professional-buyer transactions may include additional commercial limitations, indemnities, set-off rights, reserves, claim windows, final-sale terms and exclusions in separate written terms. For business clients, any exclusion or limitation of implied terms as to description, quality, fitness, sample, performance, negligence or misrepresentation is intended to apply only where legally permitted and, where required, only to the extent it satisfies the statutory reasonableness test.

34. No waiver

If Maison Designers delays enforcing a right, this does not necessarily waive that right. Any waiver should be effective only if confirmed in writing and only for the specific matter described, subject to mandatory law.

35. Severability

If any part of these terms is found invalid, unlawful or unenforceable, the remaining parts should continue to apply as far as legally possible, and the affected wording should be read in the narrowest lawful way where permitted.

36. Assignment and transfer

Maison Designers may transfer its rights and obligations where lawful, for example as part of a business reorganisation, provided this does not reduce mandatory consumer rights. Buyers may not transfer an order, claim, account, Digital Passport or service request without Maison Designers’ written consent unless mandatory law allows it.

37. Third-party rights

Unless expressly stated, no person other than Maison Designers, the buyer and any relevant seller or service provider identified for the transaction has rights to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

38. Governing law and jurisdiction

These terms are intended to be governed by English law, subject to any mandatory consumer protections that apply in the buyer’s country or UK nation. Consumers may also have mandatory rights in their country or UK nation that cannot be removed by these terms.

39. Updates and compliance

Maison Designers may update these terms for future transactions to reflect operational, marketplace, payment-provider, logistics, tax, customs, Digital Passport, authentication, auction, AML/KYC or legal requirements. The version applicable to an order is assessed by reference to the order record, applicable disclosures and mandatory law.