Refund policy

Return & Refund Policy

At Maisonrae, we want you to completely adore what you order. If something isn't quite right, we are here to help make the return process as simple and transparent as possible.

What is your return window?

You have 30 days from the date you receive your order to request a return.

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?

  1. Contact Us: Please use our contact form or email us with your order number and the reason for the return.

  2. Get Instructions: We will reply with specific return instructions and the correct return address.

  3. Ship It: Please mail the item back to us within 15 days of receiving our return confirmation.

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 5–10 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.
  • In this specific case, we will provide a prepaid return label to cover the 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
    Call us at 1 (888) 895-2732

    Store Name: Maisonrae
    Warehouse 710 W 32nd St, Austin, TX 78705
    Company name: NextCTR LLC
    Company Number: 806358928
    Company Address: 5900 Balcones Drive STE 100 Austin, TX, 78731, US

    Monday to Friday | 09:00 – 17:00 (CST)
    We aim to respond to your inquiries within 24 hours.