Returns & Refunds

1. Consumer cancellation period

For an eligible UK consumer distance purchase of goods, you may cancel without giving a reason until the end of 14 calendar days after the day you, or a person you nominate other than the carrier, receive physical possession. You may also notify cancellation before dispatch or delivery. For multiple goods ordered together and delivered separately, the period normally runs from the last item, subject to the applicable rules.

Tell Maison by a clear statement through a legally available contact route. A return reference or use of our model form is helpful, not a condition of statutory cancellation. Unless Maison agrees to collect, send the goods back without undue delay and within 14 calendar days after notifying cancellation. Contact Client Care for the secure return address and instructions; our own delay in providing them does not defeat a timely notice. Any longer mandatory period takes precedence.

2. Standard delivery refund

For an eligible change-of-mind cancellation, the least expensive standard outbound delivery cost paid is refunded where required. If you expressly selected an upgrade, the excess may not be refunded where lawful. Insurance compulsory within the standard method is not retrospectively reclassified as a separate non-refundable service. Different rules may apply to a remedy for faulty or misdescribed goods.

3. Return shipping responsibility

For change-of-mind returns, you bear the direct return cost only where disclosed before purchase and legally permitted, unless Maison agreed to pay it. Any chargeable collection arranged by Maison requires the applicable agreement. Required cost information must be provided for goods that cannot normally be returned by post.

Use packaging and a carrier suitable for the item and its value; tracked carriage and insurance specifically covering the piece are recommended. Keep dispatch evidence. Failure to use a suggested carrier does not automatically extinguish statutory rights; responsibility depends on the law, arrangements and facts. Where a remedy for non-conforming goods requires Maison to bear reasonable return costs, that obligation applies.

4. Same-condition requirement

Return the piece supplied and the packaging, documents and accessories recorded as included. We may compare identifiers, condition, photographs, tags and documents with the order file. A missing inclusion or removed tag is assessed on its actual effect and the applicable right, rather than automatically cancelling all refund entitlement.

5. Use, alteration and damage

For statutory change-of-mind cancellation, a lawful deduction may reflect a loss of value caused by handling beyond what is necessary to establish the piece's nature, characteristics and functioning. We explain the evidence and calculation. It is not a standard restocking or cleaning fee. Mandatory conditions on deductions, including cancellation information, still apply. Voluntary returns outside statutory rights may have separately agreed conditions.

6. Custom, personalised and sourced orders

A genuine made-to-specification or clearly personalised item may be excluded from the statutory change-of-mind right where the legal requirements are met and the exception was explained. A standard item sourced or reserved on request is not automatically personalised. Hygiene-related exceptions require their actual statutory conditions; the category name alone is insufficient.

Any independently agreed alteration, engraving, design, sourcing or other service follows its disclosed scope and the applicable rules. Supplier commitment or starting work does not alone create a non-refundable consumer charge. Remedies for faulty, misdescribed or improperly supplied goods and services remain unaffected.

7. Maison Services and independent commissions

Your purchase may include authentication information, initial Digital Passport documentation and Buyer Protection support. Inclusion within the total does not make professional work free. Any scope and monetary allocation must be communicated before you commit. The cancellation treatment follows the actual agreement, including mixed and ancillary contract rules; a separate invoice line does not itself create an independent service.

For a genuine independent examination, the agreed fee pays for the examination and report, including a supported negative finding when that is the promised service. Work not performed or a report not supplied is not treated as completed. Defective performance retains its remedies.

For an eligible UK distance contract for an independent service, the usual cancellation period ends 14 calendar days after the day the contract is entered into, subject to any mandatory extension. Included or related services follow the actual transaction rules. Where a service cancellation period applies, early supply requires your express request and the required information. If you cancel, a lawful proportion may be due for services actually supplied before notice. Loss of that service cancellation right after full performance also requires the relevant prior acknowledgement. Accepting general terms alone does not establish those choices.

Completing initial documentation does not complete continuing Buyer Protection support. A service amount lawfully due is distinct from permission to deduct it from a goods refund; where set-off is unavailable, any enforceable claim is pursued separately. A remedy for goods sold as authentic that are not authentic is not reduced by relabelling part of that same price as a non-refundable service.

8. Refused delivery, non-collection and non-response

A clear cancellation notice is different from simply refusing delivery or leaving a parcel uncollected. Tell Maison promptly if delivery or customs arrangements cannot be completed. We can help establish the appropriate return or other next step.

Where inaccurate details or a failure to meet a reasonably communicated obligation causes additional courier, return, insurance, customs, storage or re-import costs, Maison may seek documented amounts only with an applicable contractual and legal basis. We identify causation, mitigation, costs avoided and recoveries. There is no arbitrary penalty or automatic deduction, and later policy wording does not create a charge for an earlier order.

9. Understanding a refused-delivery refund

We record any cancellation or support notice actually received and assess the applicable right. An item returning to sender is not, by itself, proof that cancellation was communicated or that the customer breached an obligation. We obtain carrier and customs records and inspect the piece where appropriate, within the applicable refund timetable.

The explanation separately identifies the product amount, standard delivery, any agreed upgrade, direct return costs, lawful loss of value and any service or damages claim. Each adjustment requires its own basis. No amount is recovered twice and no disputed unrelated claim automatically freezes a mandatory refund.

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

Inspection may compare item identity, condition, inclusions, packaging, photographs and Passport status. A discrepancy is explained using the evidence relevant to the order. Inspection, a supplier dispute or an insurer investigation does not restart or indefinitely extend a mandatory refund deadline.

12. Refund timing and method

For UK statutory cancellation where Maison has not offered to collect returned goods, reimbursement is made without undue delay and no later than 14 calendar days after receipt of the goods or, if earlier, evidence that you sent them back. In the other cases covered by those rules, including where nothing must be returned or Maison offered collection, the usual limit is 14 calendar days after cancellation notice.

Applicable rules in other markets may instead require reimbursement within 14 days of notice, with only legally permitted withholding pending receipt or evidence of return. For a UK statutory rejection of non-conforming goods, the applicable refund is made without undue delay and within 14 calendar days beginning with the day Maison agrees you are entitled to it. Maison does not use its own approval process to postpone an entitlement unlawfully.

Refunds use the original payment method unless you expressly agree otherwise, without a reimbursement fee. The calculation uses the currency actually charged. Provider processing and the time your bank displays the credit are distinct from Maison's duty to instruct the refund on time. Contact Client Care for help tracing a missing refund.

For a purchase from an identified professional partner, Maison coordinates concerns within its agreed role and remains responsible for its own protection commitments. The relevant seller retains its obligations. A commercial allocation or recovery between Maison and the partner does not extend a mandatory refund deadline or reduce a remedy owed to you.

13. Non-conformity or authenticity concern

Contact Maison promptly if the piece appears faulty, damaged, inauthentic or different from its description. Explain the concern and preserve the piece and available evidence. We review the appropriate remedy; the 14-day change-of-mind period does not limit statutory rights for non-conformity. The UK short-term right to reject normally has a 30-day period subject to its statutory conditions, with other remedies potentially available afterwards. We do not apply change-of-mind return charges automatically to a defect remedy.

14. Evidence required for a claim

Relevant photographs, identifiers, packaging and specialist observations help us investigate. Please avoid unnecessary use or alteration and contact Maison before destructive examination or repair. Our request must be proportionate and respect applicable evidential rules. A particular video, an unopened package or Maison's own final opinion is not a universal condition of a mandatory remedy.

15. Wrong item or return abuse

Where a different item, altered identifiers, missing inclusions or other evidence raises a genuine concern, Maison may investigate and seek appropriate remedies. We compare the original and returned records and explain the relevant finding. Any information shared with a provider, expert or authority is limited to what is lawful and necessary. Investigation does not create an indefinite exemption from refund rules.

16. Digital Passport

An eligible piece's Passport records the information and documents agreed for that purchase. Following return or cancellation, the status or owner assignment may be corrected, restricted, marked returned or reassigned so it remains aligned with the physical piece. This does not erase the historical evidence or itself make every service completed and non-refundable. Document supply, account access and transfer rights are assessed separately under the agreed scope.

17. B2B, auctions and special items

A genuine business purchase may have different agreed commercial return terms under the applicable B2B terms; a business label or expensive purchase does not by itself remove consumer status. An online-only auction is not automatically a qualifying public auction for cancellation purposes. Any statutory exception for personalised or other special goods requires its own conditions. Mandatory remedies remain available where applicable.

18. Policy updates

Updates apply to future transactions. Earlier orders retain their applicable conditions, disclosures and mandatory rights. A new explanation does not create retrospective fees, consent or deductions. Contact Maison with your order reference if you need help understanding the terms relevant to your purchase.

Optional cancellation form

You may use this wording or any other clear cancellation statement. Sending notice does not require a return reference.

To MAISON ENTERPRISE LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

I give notice that I cancel my contract for the following goods or services:

Goods or service; order reference; ordered or received on; name; address; date. Signature only if sent on paper.

Contact Client Care for the appropriate electronic contact route or secure return instructions.