Returns and Refunds

Thank you for shopping at Maison Luxury. If you are not entirely satisfied with your purchase, we are here to help.

 

Cancellations & Refunds: 

At Maison Luxury, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to info@maisonluxury.co.uk or call us at 

02045498771

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours on 02045498771, the chat in the bottom right, or email info@maisonluxury.co.uk at any time. 

Cancellations of Custom Orders

Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units, are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

Effects of Cancellation

If you cancel this contract during the 14 day cancellation period, we will reimburse all payments received from you, excluding the costs of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

 We will make the reimbursement without undue delay, and not later than – 

(a) 14 days after the day we receive back from you any goods supplied, or 

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

 

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

 

Return Costs

*Sadly due to our commitments of keeping prices down, we absorb all delivery costs associated with all products to provide complimentary shipping therefore are not able to provide free returns. Please note that some product ranges will include free returns and customers must ensure they read the returns information on the product page in relation to that brand. 

Change of Mind Returns:

• Please note returns that are requested due to change of mind are not eligible for free returns and we require customers to ensure that a safe and secure tracking method is used to ensure the item reaches our supplier's returns address. We will not accept returns if the item has been attempted to be assembled and must be in its original condition.

•  DO NOT send back any items until a formal return request has been made and our customer service team has authorised it.  A return address will then be provided for you to send the order to. 

• We shall not accept any responsibility for any orders that are returned to an incorrect address or if the correct return procedures haven’t been followed.

 

Damaged Or Faulty Items Received By You:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) do arrived damaged please ensure pictures are taken of the damage/ defect of the product as well as the inner & outer packaging showcasing the label side of the box send, along with a brief description of the damage to info@maisonluxury.co.uk and we will process a suitable resolution.

 We recommend customers to also provide a video in order to speed up the process. Photos and videos must be sent for freight damage within 24 hours of arrival or the claim may not be accepted. 

• Our customer service team will review all the information and if the request is accepted, we will arrange a replacement order or parts to be shipped out to you.
• Customers that choose to return items received damaged/defective may do so with free returns being provided.

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier indicated by you, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to info@maisonluxury.co.uk

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Once the right to cancel period has expired we are unable to accept returns.

 

*Please Note

Some returns will incur a 15-20% restocking fee on top of the returns cost dependant on the specific suppliers policies which can be found in the "return information" for any products. This varies on a case by case basis; please reach out to us if you would like specific information on your brand and/or product. 

 

To Return a Product To Us

Please make sure that the product was received by you in the last 14 days.

Send an email to info@maisonluxury.co.uk

Your email should have the following information so that we can process a return.

• Your name
• Order reference number
• Your Address
• Email address
• Contact number
• Date of purchase
• Date the goods were received by you
• If you originally ordered multiple items, which do you want to return?

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.

Sending A Return Back To Us

Some of our products may have delicate physical properties and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also, make sure that any courier shipment is fully insured to the value of the shipment (retail price).

 

Sale items

Sale items can be refunded.

 

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Chargebacks

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

 

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us:

• By phone: 02045498771
•  By email: info@maisonluxury.co.uk