14-DAY RETURN WINDOW

• Returns are accepted within 14 days of receipt for unused products only. No return request will be accepted after the 14-day period.
• Return shipping costs are charged to the customer (except when the item is already damaged when arrived or the wrong item was sent).

RETURNS - ELIGIBILITY

• To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• We do not accept return(s) if:

1. 1. Any one of the tags, plastic coverings for handles or straps, or dust bags are damaged or missing
   2. The products are damaged due to your mishandling
   3. Your return request is not approved by our staff
   4. Returns are shipped to us without any prior approval
   5. The item(s) were purchased on sale or using gift cards

• Returns due to a change of mind can be accepted, but note that outbound and return shipping fees are borne by you, and taxes are not be refundable. See more under REFUNDS below.

DAMAGES & ISSUES

• If you believe your product is defective, or that you received the wrong item, please request a return immediately with your order number,  photos of the defect/wrong item(s) and a brief description of the issue so our team can assess your request. 
• Please allow us 3 working days to review the request. Once reviewed, we’ll contact you with the next steps.
• Damaged or wrong items are eligible for a full refund. Both outbound and return shipping are on us.

RETURNS SHIPPING COST

• Return shipping costs are not a fixed flat fee but are calculated based on product weight according to the rate table
• For returns due to change of mind or undeliverable packages, both the original shipping fee and the return shipping fee will be charged to the customer
• The rates vary weekly, thus the return shipping fee may differ from the original shipping fee
  

CANCELLATIONS

• An item is eligible for cancellation if:
  • Your order is still under “Pending” or “Preparing Shipment” status. Please email us at contact@maisonlovres.com as soon as possible
  • The ordered item is out of stock.

EXCHANGES

• We do not currently offer exchanges
• The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

• Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification
• As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• For EU orders, we will refund the item cost plus standard outbound shipping fees, but the customer will have to pay for return shipping

SUBMIT A RETURN REQUEST

1. Please submit your return on our portal HERE
2. Click "Start a return" for the order that you want to submit the return for. If your order has more than one item, then select the items that you want to return
3. You are required to attach the photos of the received item(s) and the reason for the return
4. Select whether you want to get a refund or store credit
5. Confirm your address and pick a shipment method
6. Review your return then click "Submit Return"
7. You will receive an email confirmation that your return is under review
8. If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. We provide a prepaid return label. The cost of this label will be deducted from your refund
9. Print your shipping label and pack up your returns. Follow the shipping instructions email and get your item shipped back to us
   
10. After the item is returned, inspected and approved, you will receive an email confirmation that a refund is on the way. You will be refunded on your original payment method within 10 business days. It can take some time for your bank or credit card company to process and post the refund too
    

REFUNDS

• All returned items are individually inspected to confirm they are in their original condition
  
• If a return is rejected after inspection, the item will be sent back to you at your expense, and no refund will be issued
• Please kindly note that all related fees such as shipping fee and duties & tax will be entitled to be deducted from your return value
• Refunds can only be issued to the original payment method (including prepaid credit cards)
  
• Unreasonable or fraudulent returns may result in restrictions on future orders or returns.

DUTIES & TAXES

• Sales tax and Shipping tax charged at checkout are government-imposed taxes automatically remitted to local tax authorities and are non-refundable
• As these taxes are not collected or held by us, they are not eligible for refund even if the item is returned (with exceptions for damaged or wrong items)

LATE OR MISSING REFUNDS

• If you haven’t received a refund yet, first check your bank account again
• Then contact your credit card company; it may take some time before your refund is officially posted
• Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at: contact@maisonlovres.com