Terms & Conditions

1. Operator

Maison Designers is operated by MAISON ENTERPRISE LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

2. Website use and linked policies

These terms, the information supplied for your order and the applicable Returns and Refunds policy govern your purchase. Terms of Sale summarises the same framework. Authentication, Digital Passport, Buyer Protection, payment, privacy and verification pages explain their respective subjects. Auction or genuine business terms apply where relevant and validly agreed.

An expressly agreed transaction-specific commitment applies within its stated scope. A general policy update, internal note or later invoice does not change an earlier order. Mandatory rights and binding promises made for your purchase take precedence over an inconsistent exclusion; a document hierarchy is not a waiver of those rights.

The Professional Marketplace Seller Agreement governs a professional partner's relationship with Maison only when actually agreed. It does not replace your purchase terms or require you to accept a professional seller's liabilities.

3. Platform role

Maison Designers may sell as principal or facilitate a purchase from an identified third-party seller. Before you become bound, the purchase information identifies the relevant seller, that seller's status and Maison's role. A professional partner programme does not by itself offer private-to-private sales. Our payment-processing role alone does not determine who sells the goods.

Where Maison is the seller, we remain responsible for the seller's obligations. Where an identified third party sells the goods, that seller retains its obligations and Maison remains responsible for its own agreed services and Buyer Protection promises. Using a reseller, expert, carrier or technology provider does not by itself transfer an obligation owed by Maison. Commercial commission and payout terms do not reduce mandatory buyer rights.

Maison remains your point of contact for the protection and services included in a purchase arranged through its authorised process. A separate transaction independently arranged with a reseller outside that process is not covered merely because the reseller or item appeared on the website. An expressly covered purchase confirmed through an authorised quote, email or invoice is not excluded simply because it was not placed through the website. Commitments actually made and mandatory rights remain effective.

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

The item description, photographs, condition information and agreed inclusions form part of your purchase information. We describe pre-owned pieces using the evidence available and identify known material wear, relevant repairs, polishing, replacement components, alterations and missing inclusions before purchase.

Images and screen settings may affect perceived colour, scale or finish. This does not excuse a materially inaccurate description. A characteristic clearly disclosed and validly accepted is assessed as part of the agreed condition, subject to applicable law. General wording such as "pre-owned" does not excuse undisclosed defects or remove an applicable change-of-mind cancellation right.

7. Price, currency and obvious errors

Your final order information states the price and currency charged, applicable taxes and delivery charges. Any service allocation shown is already within that total unless an additional charge is expressly explained and agreed. An internal allocation does not create a new fee after cancellation.

An obvious price, currency, tax, delivery, stock or technical error identified before acceptance may be referred to you for instructions, corrected with your agreement, or result in the order being declined with payment returned where due. After acceptance, the agreement and applicable law govern any correction.

Refunds are calculated in the currency actually charged, with only lawful adjustments. Maison's settlement currency or net provider balance does not replace your contractual payment amount. Independent charges or conversions under your own bank or wallet arrangements are distinct from charges imposed by Maison; responsibility follows the agreement and applicable law. Provider fees or FX losses incurred by Maison are not automatically deducted from a consumer refund.

8. Order receipt, acceptance and partial fulfilment

Submitting an order makes an offer to purchase. An order-received message or payment authorisation acknowledges receipt; it is not by itself final acceptance. Where Maison is identified as seller, Maison accepts through express written acceptance or dispatch confirmation. Where an identified third party sells, acceptance is given by that seller or by Maison acting within actual authority to accept on its behalf. The relevant parties and acceptance arrangements are identified before you become bound. A valid express acceptance has its stated effect even if sent before dispatch.

A separately commissioned Maison service is accepted through its written service confirmation. Its scope, price, deliverable and start arrangements must be agreed before work begins. Payment collection alone does not prove that a service has been performed or that early supply was requested.

Acceptance may concern individual items in a multi-item order, with the relevant seller and fulfilment arrangements identified. Necessary payment, availability, verification, authentication, delivery, insurance or customs conditions must be explained at the appropriate time. Once accepted, a pause or cancellation requires a contractual or legal basis; it is not an unrestricted right to cancel. Acceptance, payment clearance, permission to dispatch, seller payout and Passport assignment are distinct steps.

9. Risk and title

Title passes when the relevant seller has received cleared payment in full and accepted the order, unless the agreement or mandatory law provides otherwise. For consumer delivery arranged by the seller, risk normally remains with the seller until you or a person you identify receives physical possession. A different rule may apply to a carrier independently commissioned by you and not offered by the seller.

Passport ownership or transfer status may be restricted while a relevant payment, delivery, return, compliance or dispute issue remains unresolved. That operational status does not, by itself, cancel a right to a document or refund.

10. Authentication included in a product sale

Where a piece is sold as authenticated, that representation forms part of the purchase. Category-specific review and the available assessment are recorded for the item. The agreed standard is not displaced by using an external specialist.

Authentication is not automatically a manufacturer warranty, insurance, monetary valuation, investment opinion, stolen-property clearance or guarantee that every historical component is original. Any additional promise must be expressly stated. These scope limits do not remove remedies for goods sold as authentic that are not authentic, or for faulty or misdescribed goods.

11. Maison Services and independently commissioned assessments

The price of an eligible purchase remunerates the Maison Services identified for that order, which may include the initial assessment, authentication information, Core Digital Passport documentation and agreed Buyer Protection support. Inclusion within one total does not mean the professional work is free. Its scope and any monetary allocation must be communicated before you commit. An undisclosed scope or allocation does not become payable retrospectively merely because an order ends.

The agreed professional price may remunerate expertise, responsibility and the promised result, rather than direct supplier costs alone. Any payment following cancellation remains subject to the rules governing the actual transaction, including mixed or ancillary contracts. A separate line or invoice does not by itself create an independent service contract.

For a genuine independent commission, such as examination of a piece you already own, the accepted confirmation identifies the scope, price, deliverable and start arrangements. The fee pays for the promised examination and report, not a favourable conclusion. A supported negative finding can be the agreed result; an inconclusive finding is a deliverable only if the agreed scope permits it and the promised checks have been properly carried out.

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 rules applicable to the actual transaction. Where a cancellation period applies to a service, early supply requires your express request and the required information. If you cancel after a valid request, a proportionate amount may be payable for the service actually supplied before you notify cancellation. Loss of a service cancellation right after full performance also requires the applicable prior acknowledgement. General acceptance of these terms does not, by itself, prove either choice.

A report or Passport is assessed against what was promised, the work done and its supply in the agreed form to the proper recipient. Creating an internal record alone does not prove supply. Where a copy or alternative access is due and legally permitted, it must be provided. Not opening a properly supplied result does not by itself make an otherwise payable service free.

Initial documentation and continuing Buyer Protection support are assessed separately. Issuing a document does not complete future support. We do not charge a new fee to exercise a statutory remedy or correct defective performance where correction is due. A genuinely additional assessment or update beyond the agreed scope requires prior agreement on scope and price.

If Maison sold goods as authentic and a remedy or our guarantee requires reimbursement, we do not avoid that remedy by relabelling part of the same price as non-refundable services. The right to claim a service amount and the right to deduct it from a refund are distinct.

For a separately commissioned service, read the Independent Assessment & Digital Passport Services terms with its accepted confirmation. They do not turn services within a product purchase into an independent contract merely by adding a separate label.

12. Third-party authentication review

Maison may obtain specialist or laboratory input where appropriate to the agreed assessment. Its method, evidence, purpose and limitations determine what the report supports. Informal comments or screenshots may need clarification; they are not rejected merely because the concern comes from another expert. Maison remains responsible for its own commitments and any remedy legally due.

13. Digital Passport

For eligible pieces, the Digital Passport brings together the item identity, condition reference and authentication or appraisal information supplied for the purchase. Your item and order information identify the included documents and any agreed access, verification, service-history or transfer features. Optional enhancements require their own agreed scope and price.

Record creation, provision of the agreed document, owner access and transfer assignment are distinct. Status may be provisional, reserved, restricted, marked returned, corrected or reassigned where needed to reflect payment, delivery, returns, verification or ownership. Restrictions must have a legitimate basis and do not prove that a promised report has already been supplied.

The Passport concerns the physical piece. It is not sold as an investment product, token sale or promise of future appreciation. Blockchain or other infrastructure is not a substitute for the physical assessment, the agreed document or evidence of your choice. Features not confirmed for the particular purchase are not made contractual deliverables merely by a general description of possible infrastructure.

14. Consumer cancellation and returns

Eligible consumers have the cancellation rights described in the Returns and Refunds policy, including notice before delivery and, for goods, the applicable period after receipt. A clear cancellation statement is sufficient; using a return reference or giving a reason is not a condition of statutory cancellation.

Change-of-mind cancellation, remedies for non-conforming goods, service cancellation and Maison's termination for a valid reason have different consequences. The 14-day change-of-mind period does not limit remedies for defects or misdescription.

15. Custom, bespoke and personalised items

Goods genuinely made to your specifications or clearly personalised may fall outside the statutory change-of-mind right where its legal conditions are met. We explain an applicable exception before you commit. A standard piece sourced or reserved for you is not automatically personalised, and an online-only auction is not automatically a qualifying public auction.

Any separately agreed sourcing, design, production, alteration, engraving or other service has its own disclosed scope and cancellation treatment. Starting work, committing to a supplier or applying a "final sale" label does not by itself remove consumer rights. Faulty, misdescribed or improperly supplied goods and services retain their applicable remedies.

16. Sourced-on-request and supplier commitments

If you commission sourcing, reservation, cleaning, servicing, polishing, restoration, resizing, engraving, other alteration, specialist review or export preparation, its scope, price and any lawful cancellation consequences must be agreed before the relevant commitment. Routine internal preparation is not converted into a new customer fee. A genuine recoverable loss or earned service amount is assessed on its own basis, taking account of work not done, costs avoided and other recoveries. An ordinary supplier commitment does not automatically remove a consumer cancellation right or entitle Maison to the entire quoted fee.

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 clear cancellation notice is different from merely refusing delivery, leaving a parcel uncollected or ignoring a customs request. We record any notice actually received and help arrange an appropriate next step. If inaccurate information or a failure to meet a reasonably communicated obligation causes failed delivery, return-to-sender, storage or customs costs, we may seek documented amounts only where the applicable agreement and law allow.

The calculation identifies the cause, actual charge and legal basis, and credits costs avoided or recovered. It does not create an arbitrary penalty, restocking fee or automatic deduction. Inspection and courier investigations do not override a mandatory refund deadline. The terms actually agreed for an earlier order remain relevant; new wording does not create a retrospective charge.

19. Shipping, insurance, customs and duties

Delivery arrangements must suit the piece, destination and agreed service. High-value pieces require the protected route confirmed for the purchase, which may include tracked and insured carriage, signature, specialist packaging or appointments. Maison may decline an unsupported route before acceptance and address any later difficulty under the agreement and law.

For an eligible change-of-mind cancellation, the least expensive standard outbound delivery cost is refunded where required. An expressly selected upgrade may be refundable only to that standard amount. Compulsory insurance within the standard method is not retrospectively treated as a separate non-refundable upgrade. Customs, duties, brokerage and import-tax recovery follow the disclosed delivery terms and applicable law; external authority decisions do not create a general exemption from Maison's obligations.

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

A refund is calculated under the rules applicable to its reason, including cancellation, non-conformity or valid termination. Returns and Refunds explains notice, return costs, excessive handling, services and timing. Ordinary internal preparation, provider fees and unperformed work are not automatic cancellation charges.

Any proposed deduction must have its own applicable basis and an itemised calculation supported by the relevant records. A service payment, a damages claim and a right of set-off are different. If a claim cannot lawfully be set off, it must be pursued separately without withholding a mandatory refund. There is no double recovery. An internal review, insufficient merchant balance or pending supplier recovery does not extend a statutory deadline.

22. Payment processing and provider review

Payment authorisation, 3DS/SCA, provider approval and settlement are distinct from final order acceptance and permission to dispatch. A necessary payment, compliance, availability, authenticity, delivery or legal review may affect the next step. After acceptance, a pause, cancellation or refund must have its applicable contractual or legal basis and preserve mandatory rights.

An external provider fee, reserve or review is not by itself a customer debt. An amount claimed for an authorised service actually supplied or a loss caused by an established breach requires its own basis and calculation. Consumer refund rules and the distinction between a claim and a lawful deduction continue to apply.

23. Marketplace fees, seller payout and B2B terms

The B2B Terms address genuine professional transactions. An accepted Professional Marketplace Seller Agreement and Seller Schedule govern a partner's commission, professional fees, stock commitments, buyer-remedy cooperation, reserves, adjustments and repayment obligations. A separate consignment mandate or independent service confirmation applies only to the work actually commissioned.

Professional remuneration can be earned for properly commissioned and supplied work even without a completed sale; a sales commission follows its agreed earning event. A professional order can be binding without a general change-of-mind right. The applicable business documents specify those commitments instead of treating every invoice, payment, internal preparation or supplier step as an interchangeable forfeiture event.

A seller proceeds hold, a final entitlement, an indemnity and a right of set-off have different requirements. They do not remove the buyer's mandatory remedies or make a refund owed by Maison contingent on recovering from the partner. No seller agreement, tariff, reserve, debit mandate or limitation is created retrospectively by this public explanation.

24. Returns and inspection

A return should contain the piece supplied and the inclusions recorded for it. Maison may compare identifiers, photographs, condition, documents, tags and Passport status. We will explain a discrepancy or any loss of value relied upon. A missing package, removed security tag or use beyond inspection does not automatically extinguish every statutory right; the applicable ground and evidence determine the consequence.

25. Buyer obligations during a claim

Please preserve the piece and available evidence and explain the concern clearly. Relevant photographs, packaging, courier information or a specialist report can help. Avoid unnecessary use, alteration, destructive testing, repair, resale or transfer while the issue is assessed, and contact Maison to agree any necessary specialist handling.

Our assessment must respect the applicable rules on evidence and remedies. We do not make our own conclusion final or require unreasonable evidence as a condition of a mandatory right.

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 may proportionately restrict new activity or account functions where objectively justified by fraud, false documents, collusion, prohibited listings, off-platform circumvention, repeated failed payments or substantiated misuse. Any suspension, order termination or seller-proceeds measure must have its applicable basis.

Making a legitimate complaint, requesting cancellation or using an available payment-dispute route is not by itself abuse. Restrictions do not erase existing refund rights or prevent legally available correspondence and access to documents owed. Necessary lawful restrictions and authority instructions are treated separately.

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

Events beyond reasonable control may affect performance, including genuine carrier disruption, customs or government action, sanctions changes or severe emergencies. We will take reasonable steps to explain the effect, protect the piece and mitigate delay or loss. This clause does not convert ordinary business difficulties into unlimited discretion, require you to wait indefinitely or remove mandatory delivery, cancellation or refund rights.

30. Notices and written communications

Use the contact routes shown on Contact Us or in your order information for support and notices. Maison may communicate through email, secure account messages or another appropriate agreed route. Keep your contact details current. Statutory cancellation can be notified by an unambiguous statement through a legally available route; a particular account workflow is not the only permitted method.

Where a necessary identity, payer, security or other verification applies, provide the accurate information reasonably specified in our secure request within its stated reasonable period. The request should identify what is needed, how to provide it and the deadline. Its basis may be a legal duty applying to the transaction, an evidenced provider requirement or Maison's proportionate security condition; these are not interchangeable statutory thresholds.

If information is unavailable, the request is unclear or access fails, tell Maison promptly. Reasonable alternatives, correction time or an extension are considered where justified. A queue entry or uncommunicated request does not prove that you received a deadline. Documents submitted on time but awaiting Maison's review are not treated as late submission.

Where an essential requirement remains unmet after reasonable notice and opportunity to comply, Maison may pause dispatch or end an order where the agreement and law permit. Serious fraud, a legal prohibition or a binding authority requirement may justify immediate action. Payment does not require Maison to bypass a valid check; incomplete verification alone is not a finding of fraud.

We distinguish your established failure to cooperate from our review time or a problem in our own systems. If a material breach directly causes a recoverable loss, Maison reserves the right to claim the amount supported by the agreement and law, with evidence of breach, causation, loss and reasonable mitigation. A provider debit or a failed check does not by itself establish a customer debt. Refunds, earned remuneration and any permitted deduction remain separate questions.

Where information or notice must be supplied on a durable medium, Maison uses arrangements that permit storage, access and unchanged reproduction for the required purpose and period. Posting a transient message or updating a public policy is not by itself proof of delivery or acceptance. A later correction is distinguished from the original communication.

31. Complaints and dispute resolution

Please contact Client Care with your order reference and concern. We review the purchase, relevant evidence and the remedy requested, explain the outcome and any calculation, and identify further resolution arrangements available under an obligation that applies to Maison. This does not make participation in every ADR scheme automatic or remove access to legally available court, payment-provider or regulatory routes.

32. Disputes and evidence

Maison may provide relevant order, product, payment, authentication, delivery, customs, return and communication evidence to authorised providers or advisers where necessary and lawful. Personal information shared must be appropriate to the purpose. Technical hashes and timestamps may support record integrity but are not conclusive proof of identity, physical authenticity, consent or service performance.

Please tell us if a bank recall, chargeback or provisional credit overlaps with a Maison refund so the amounts can be reconciled. A request or provisional credit is not treated as a completed reversal. Confirmed reimbursement for the same loss is credited against any amount outstanding; Maison may seek repayment of a documented duplicate. We do not recover twice or require abandonment of a legitimate complaint to pay an undisputed sum due.

A relevant correction or later explanation is kept distinct from the original purchase or communication record. A request to preserve evidence does not require disclosure of irrelevant private information or prevent a legally available notice or remedy.

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

Except where a term expressly confers an enforceable right on an identified third party or class, a person who is not a contracting party has no right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999. Merely identifying a carrier, payment or technology provider does not give it rights over the entire agreement. Applicable guarantees, agreed transfer features and rights that cannot lawfully be excluded remain unaffected.

38. Governing law and jurisdiction

The agreement is governed by the law of England and Wales, subject to the mandatory protections and jurisdiction rules applicable to the transaction. A consumer is not deprived of protections or court access that cannot be removed by a choice of law or forum. For genuine business transactions, any exclusive jurisdiction clause must be validly agreed in the applicable commercial terms.

39. Updates and compliance

Updates apply to future transactions and do not retrospectively create a fee, consent, exclusion or right to deduct from an earlier refund. The terms and disclosures actually supplied and agreed for the particular order remain relevant. Maison preserves the original evidence and distinguishes it from later explanations or internal records.