Refund policy

ORDER POLICIES
ALL ORDERS ARE FINAL.
ONCE YOUR ORDER IS PLACED, IT CANNOT BE CANCELLED, CHANGED, OR COMBINED. PLEASE CHECK YOUR DETAILS CAREFULLY BEFORE COMPLETING CHECKOUT.

DISPATCH & DELIVERY
SHIPPING TIMES ARE ESTIMATED AND NOT GUARANTEED. WE ALWAYS AIM TO DISPATCH QUICKLY, BUT DELAYS MAY OCCUR DUE TO CUSTOMS OR COURIER ISSUES BEYOND OUR CONTROL.

REFUNDS
REFUNDS ARE ISSUED ONLY TO THE ORIGINAL PAYMENT METHOD USED AT CHECKOUT. WE CANNOT REFUND TO A DIFFERENT ACCOUNT OR PAYMENT OPTION.

SALES & DISCOUNTS
SALE AND PROMOTIONAL PRICES ARE TIME-LIMITED. IF YOU PURCHASE BEFORE OR AFTER A DISCOUNT PERIOD, THE PRICE CANNOT BE ADJUSTED.
ALL SALE ITEMS ARE FINAL SALE AND NON-RETURNABLE.

RETURNS

ELIGIBILITY
RETURNS ARE ACCEPTED WITHIN 7 DAYS OF DELIVERY. ALL ITEMS MUST BE UNWORN, IN SELLEABLE CONDITION AND WITH ALL TAGS AND ORIGINAL PACKAGING.

WE DO NOT ACCEPT RETURNS ON:

• SALE OR ARCHIVE ITEMS
  
• UNDERGARMENTS, SWIMWEAR, OR SHAPEWEAR

HOW TO RETURN

TO PROCESS A RETURN REQUEST, PLEASE EMAIL: DENISE@MAISSONAVE.COM WITH YOUR ORDER NUMBER AND REASON FOR RETURN.

THE CUSTOMER IS RESPONSIBLE FOR RETURN SHIPPING COSTS. 

WE DO NOT PROVIDE RETURN LABELS. PLEASE MARK YOUR RETURN PARCEL AS A “RETURN” TO AVOID CUSTOMS CHARGES — WE CANNOT PAY IMPORT FEES TO RECEIVE RETURNED PARCELS.
ONCE WE RECEIVE AND INSPECT YOUR ITEM, WE WILL ISSUE YOUR REFUND FOR THE PRODUCT ONLY (EXCLUDING SHIPPING).

ITEMS MUST BE RETURNED IN ORIGINAL, UNWORN CONDITION WITH ALL TAGS ATTACHED.
WE RESERVE THE RIGHT TO REFUSE RETURNS THAT ARE DAMAGED, WORN, OR NOT IN ACCEPTABLE CONDITION.

PROOF OF POSTAGE
PLEASE KEEP YOUR PROOF OF POSTAGE AND USE A TRACKED SERVICE.
THE ITEM REMAINS YOUR RESPONSIBILITY UNTIL IT REACHES US.

TRACKING & CUSTOMS

TRACKING
TRACKING DETAILS WILL BE EMAILED ONCE YOUR ORDER SHIPS. IT IS YOUR RESPONSIBILITY TO TRACK YOUR PARCEL.

DELIVERY ADDRESS
ENSURE YOUR ADDRESS IS CORRECT AND SECURE. WE CANNOT REDIRECT PARCELS ONCE SHIPPED.

UNDELIVERED ORDERS
IF YOUR PARCEL IS RETURNED DUE TO:

• UNPAID CUSTOMS

• INCORRECT OR INCOMPLETE ADDRESS

• REFUSED DELIVERY

IT WILL NOT BE RE-SHIPPED. YOU WILL BE REFUNDED FOR THE ITEM(S) ONLY — SHIPPING FEES ARE NON-REFUNDABLE.

LOST PARCELS
IF A PARCEL IS CONFIRMED LOST BY THE COURIER, WE WILL SEND A REPLACEMENT (SUBJECT TO STOCK).
REFUNDS ARE NOT OFFERED FOR LOST PARCELS.

CUSTOMS FEES
CUSTOMS, IMPORT DUTIES, AND TAXES ARE THE CUSTOMER’S RESPONSIBILITY. MAISSONAVE IS NOT RESPONSIBLE FOR THESE CHARGES.

CARE RESPONSIBILITY
WE CANNOT ACCEPT RESPONSIBILITY FOR DAMAGE CAUSED BY NOT FOLLOWING WASH OR CARE INSTRUCTIONS.

FAULTY ITEMS