Maison Designers
Returns and Refunds
Returns for authenticated pre-owned luxury require clear timing, condition control, insured handling, customs cooperation and Digital Passport status management. Mandatory consumer rights are preserved.
1. Consumer cancellation period
Eligible consumer purchases may be cancelled within 14 days from delivery, and the item must then be returned within the applicable return period after notice. The client does not need to give a reason for a valid statutory cancellation. Maison Designers may issue return authorization or written instructions before the item is shipped back.
2. Standard delivery refund
Where mandatory law requires a refund for eligible consumer cancellation, Maison Designers refunds the product price and the standard outbound delivery cost paid. If the client selected a more expensive premium, express, insured or specialist delivery option, Maison Designers may refund only the standard delivery amount where permitted by applicable law.
3. Return shipping responsibility
Unless Maison Designers has agreed to pay return costs or mandatory law requires otherwise, the client is responsible for returning the item safely and may be responsible for return shipping costs where this has been disclosed. High-value returns may require approved, tracked and insured shipping.
4. Same-condition requirement
Returned items must be the same item delivered and in the same condition, with all tags, security seals, packaging, documents, certificates, straps, dust bags, pouches, links, receipts, invoices and accessories included where supplied. Deductions, refusal or further review apply only where legally available.
5. Use, alteration and damage
Maison Designers may reduce a refund or reject a voluntary return where the item has been worn beyond inspection, resized, modified, repaired, polished, opened, authenticated destructively, damaged, had tags or seals removed, or returned with missing or inconsistent identifiers, where lawful.
6. Custom, personalised and sourced orders
Custom, bespoke, made-to-order, personalised, sourced-on-request, altered-to-client-specification, resized, engraved, modified or specially procured items may be excluded from the standard cancellation right where permitted by applicable law. Deposits, sourcing, design, authentication, production, alteration, resizing, engraving or service fees may be non-refundable or partly deductible only where clearly disclosed, genuinely incurred and lawful. Rights for faulty, not-as-described or non-conforming goods remain unaffected.
7. Standalone authentication and services
Standalone paid authentication and other services may have separate cancellation treatment. Where the client expressly requests the service to begin during a statutory cancellation period, Maison Designers may charge for work performed before valid cancellation, and a completed service may be non-refundable where permitted by applicable law and properly disclosed.
8. Refused delivery, non-collection and non-response
Refusing delivery, failing to collect, giving an inaccurate address, ignoring courier notices, not paying duties, failing to cooperate with customs or not responding to reasonable delivery/return messages is not the same as communicating a valid cancellation in the required period. If those actions cause return-to-sender, storage, insurance, courier, clearance, customs, re-import, re-delivery, administration or authentication costs, Maison Designers may document the actual costs and take them into account where permitted by applicable law. Maison Designers may also take proportionate steps to protect the item and mitigate further loss, such as requesting return-to-sender, pausing redelivery, asking the courier to preserve scans, opening an insurer/courier case, requesting customs correction or waiting for the item to return before confirming the refund. For orders placed under an earlier policy version, Maison Designers applies the terms and disclosures applicable to that order, the correspondence and evidence available, and mandatory law; this policy does not create a new retrospective cancellation fee.
9. How a refused-delivery refund is calculated
If a parcel is refused, missed, abandoned or returned by the carrier before the normal return process is followed, Maison Designers records the cancellation or support request but normally waits for the item to return and pass inspection before confirming the final refund. The calculation is itemised and evidence based, not an arbitrary penalty. Where the order was placed before this wording was updated, the calculation is limited to what can be supported by the order terms then in force, clear pre-contract information, later written agreement, documented direct costs, and mandatory applicable law.
| Refund item | How it is treated |
|---|---|
| Product price | Refundable where cancellation rights apply, subject to item return, inspection, condition, inclusions and mandatory law. |
| Standard outbound delivery | Refunded where mandatory law requires it for an eligible consumer cancellation. |
| Premium, express, insured or specialist outbound delivery | Any amount above the standard delivery option may be non-refundable where lawful. |
| Return-to-sender, return shipping and return insurance | Documented direct costs caused by refusal, non-collection, abandoned delivery or failed customs cooperation may be deducted or recovered where Maison Designers has disclosed this and applicable law permits it. |
| Customs, brokerage, storage, clearance and re-import | Actual third-party charges caused by refused delivery, unpaid duties, inaccurate documents or customs non-cooperation may be taken into account where lawful. |
| Standalone authentication or other paid services | Started or completed services may be non-refundable or partly chargeable only where the service terms, express request and cancellation disclosures make this lawful. |
| Cleaning, servicing, polishing, resizing, engraving, restoration or sourcing | Routine internal preparation is not a penalty. Separately agreed or client-requested work may be treated as a service, custom-order cost or incurred sourcing cost where clearly disclosed and lawful. |
| Admin or payment processing costs | Not used as arbitrary cancellation fees for consumers. Any recovery requires a clear legal and contractual basis. |
10. Customs and return clearance
International returns may require customs paperwork, return authorization references, proof of export, proof of re-import, returned-goods declarations, courier forms, tax documents or broker cooperation. Delays, duties, VAT, brokerage, storage or seizure caused by incomplete or inaccurate return documentation may affect timing and cost allocation where lawful. Foreign import duty refunds, broker reversals and returned-goods relief decisions are controlled by the relevant authorities and carriers; the client may need to contact their own customs authority for any import-tax refund unless Maison Designers has expressly agreed otherwise in writing.
11. Inspection before refund
Refunds are processed after receipt and inspection. Inspection may compare item identifiers, condition, inclusions, packaging, seals, security tags, photographs and Digital Passport status against the original order file.
12. Refund timing and method
Accepted refunds are normally returned to the original payment method or handled as required by the applicable payment process. Provider, issuer, wallet, bank, FX, customs or import duty timings may be outside Maison Designers’ control unless mandatory law states otherwise.
13. Non-conformity or authenticity concern
If an item is alleged to be not as described, defective, damaged or counterfeit, the client should contact support promptly with photographs, delivery and packaging evidence, product details and a clear explanation. Maison Designers may require inspection before confirming the remedy.
14. Evidence required for a claim
The client should preserve the item, all packaging, tags, seals, documents and inclusions. Maison Designers may request clear photographs, video, courier evidence, customs evidence, a written explanation, third-party specialist observations and return of the item for inspection before a refund or other remedy is confirmed.
15. Wrong item or return abuse
If Maison Designers receives a different item, missing inclusions, altered condition, removed identifiers or evidence of fraud, the return may be held for investigation and evidence may be shared with providers, insurers, logistics partners, advisers or authorities where lawful.
16. Digital Passport
If a Digital Passport service option was included or selected with an eligible product, it may be shown in the order record and kept provisional while payment, delivery, return, customs and dispute status remain open. The service supports authenticity, identity, ownership continuity and future resale confidence for the physical item, but it does not remove mandatory refund, return or non-conformity rights. Final issuance may be cancelled or withheld after an accepted return, cancellation, refused delivery or unresolved dispute. If already issued, Maison Designers may cancel, reassign, mark returned, transfer back or otherwise update the operational status so the record remains aligned with the physical item.
17. B2B, auctions and special items
B2B, reseller, trade, auction, bespoke, hygiene-sensitive, pierced jewellery, sealed, international, customs-controlled, sourced-on-request, supplier-committed, customized or final-sale transactions may require different handling where legally available. For business, reseller and trade buyers, the statutory consumer cooling-off right does not apply in the same way as it applies to eligible consumers. Unless transaction-specific written terms say otherwise, B2B/trade orders may be final and non-refundable once accepted, invoiced, paid, sourced, supplier-committed, dispatched, authenticated, customized or performed, except where required by applicable law or where Maison Designers expressly agrees a remedy in writing. Nothing in this policy excludes fraud, fraudulent misrepresentation, title obligations that cannot be excluded, or any other liability that cannot legally be excluded. Any B2B exclusion or limitation applies only so far as lawful and enforceable.
18. Policy updates
Maison Designers may update return, cancellation, service, customs, auction, seller-response and Digital Passport processes for future transactions. Mandatory consumer rights remain unaffected.