Refund policy
If your order is not quite right, we will make it right. Below is everything you need to know about returns and refunds.
What is your return window?
You have 30 days from the date you receive your order to request a return.
Nothing in this policy affects any statutory consumer rights you may have under local laws.
What items are eligible for a return?
To qualify for a full refund, items must be:
- Unused and in the same condition that you received them.
- In their original packaging.
- Accompanied by proof of purchase (order number or receipt).
We reserve the right to decline a refund if items are returned used, damaged, or without original packaging.
How do I start a return?
- Contact Us: Please use our contact form or email us with your order number and the reason for the return.
- Get Instructions: We will reply with specific return instructions and the correct return address.
- Ship It: Please mail the item back to us within 15 days of receiving our return confirmation.
Please do not send anything back before contacting us. Our warehouse cannot identify or process a return without an authorization, and we are not responsible for parcels sent without one.
Do I pay for return shipping?
Yes. Customers are responsible for return shipping costs. We strongly recommend using a trackable shipping service, as Maisonrae is not responsible for returns that are lost or undelivered during transit.
Note: Original shipping fees are non-refundable.
When will I get my refund?
Once we receive and inspect your return, we will notify you via email. If approved, the refund will be automatically applied to your original payment method within 5 to 10 business days.
Please allow additional time for your bank or credit card company to post the refund to your account.
What if I receive a damaged or incorrect item?
If you receive a faulty item, please contact us within 48 hours of delivery. We will arrange for a replacement or a full refund, and in this specific case Maisonrae will cover the return shipping cost.
Are there any non-refundable items?
Yes. The following items cannot be returned:
- Personalized or custom-made products (unless defective).
- Gift cards and digital products.
- Items requested for return after the 30 day window.
- Items damaged due to customer misuse or improper care.
Need help? Email support@maisonrae.com
Store Name: Maisonrae
Company name: NextCTR LLC
Monday to Friday | 09:00 – 17:00
We aim to respond to your inquiries within 24 hours.