Refund policy

Maison & Mer Returns & Claims Policy

At Maison & Mer, each order is carefully curated, hand-packed, and inspected prior to shipment. While we hope every purchase meets expectations, we are pleased to assist with returns and claims in accordance with the policy below.

Return Authorization Required

All returns and claims require prior authorization. To initiate a return or report an issue, customers must contact Customer Support via the email link on our Contact Page before sending any item back. Unauthorized returns may be refused and returned to the sender.

Return Request Window (Change of Mind)

Requests to return an item for reasons other than damage or error must be submitted within 48 hours of confirmed delivery, as indicated by the carrier’s tracking record.

Returned items must meet all of the following conditions:

• Unused, unworn, unopened, and unaltered

• All original tags, packaging, and components fully intact

Items that have been worn, used, laundered, altered, or damaged after delivery are not eligible for return.

Damaged or Incorrect Item Claims

In the rare event that an item arrives damaged or incorrect, customers must notify Customer Support within 24 hours of confirmed delivery, as shown by the carrier’s tracking information.

Customers must retain the original shipping box and all packaging materials. Do not discard the box or protective materials, as they may be required to properly assess and process the claim. Claims cannot be reviewed if original packaging is unavailable.

To initiate a damage or error claim:

1. Contact Customer Support via the Contact Page
2. Provide three clear images: the item, the exterior shipping box, and the shipping label
3. Do not return the item until the claim has been reviewed and approved

Once approved, a prepaid return label will be issued. Upon receipt and inspection, customers may select one of the following, subject to availability:

• Refund to the original payment method

• Exchange(if available)

• Store credit

Delivery Responsibility & Inspection Timing

All return and claim timelines begin at carrier-confirmed delivery, not when a package is opened. Maison & Mer is not responsible for delayed inspection due to travel, absence, gifting, third-party receipt, or any circumstance in which the purchaser or recipient is not immediately available to review the delivery.

This policy applies to all orders, including gifts and shipments delivered to addresses other than the purchaser’s own.

Return Shipping & Fees

Customers are responsible for return shipping costs unless an item arrives damaged or incorrect. Original shipping fees are non-refundable. Maison & Mer is not responsible for returns shipped without tracking and insurance; customers are strongly encouraged to use a secure, trackable shipping method.

Late or Ineligible Returns

Return requests submitted outside the stated timeframes, or items received that do not meet eligibility requirements, are not eligible for processing and may be returned to the sender at the customer’s expense. No exceptions will be made.

Final Sale Items

Items marked Final Sale are not eligible for return, refund, or exchange. This includes, but is not limited to:

• Discounted or promotional merchandise

• Intimate or personal-use items, including robes, eye masks, and body care products

• Seasonal, limited-edition, or limited-release collections

All Final Sale purchases are final at checkout.

Product Authenticity

Maison & Mer only accepts returns for items originally sold and shipped directly by our store. Products not listed within our official inventory are not eligible for return, refund, or claim under any circumstance.

Our Commitment

Every return and claim is reviewed with care, consistency, and discretion. Maison & Mer is committed to providing a refined, transparent experience that reflects the quality, craftsmanship, and service standards of our brand.