Refund policy

CANCELLATIONS, RETURNS & REFUNDS POLICY
Last Updated: 25 December 2025

This Cancellations, Returns & Refunds Policy (“Policy”) applies exclusively to purchases made through https://maisonreluxe.com/ (the “Website”) and forms an integral part of the Company’s Terms of Use. Capitalised terms not otherwise defined herein shall have the meanings assigned to them in the Terms of Use.

1. Scope and Applicability
1.1 This Policy governs the conditions under which Users may cancel Orders, return Products, request refunds, or request exchanges.
1.2 This Policy applies only to Products purchased directly through the Website only.
1.3 Nothing in this Policy affects mandatory rights granted to consumers under applicable EU and Cyprus consumer protection legislation.

2. Right of Withdrawal
2.1 In accordance with EU consumer protection legislation, including Directive 2011/83/EU, Users acting as consumers have the right to withdraw from a distance contract within fourteen (14) calendar days from the date on which they receive the Product(s) ( the “Withdrawal Period”).
2.2 The right of withdrawal may be exercised without providing any reason, subject always to compliance with the conditions set out in this Policy.
2.3 To exercise the right of withdrawal, the User must notify the Company of their decision to withdraw by a clear and unequivocal statement prior to the expiry of the Withdrawal Period.
2.4 The User must return the Products without undue delay, in the conditions as outlined in clause 3 below, and in any event no later than fourteen (14) days from the date on which the Company is informed of the withdrawal decision.\

3. Conditions for Returns
3.1 Returned Products must be unused, unopened, and in their original condition, including all original packaging, seals, labels, tags, certificates of authenticity (where applicable), protective materials, and accessories.
3.2 Products must not show any signs of use, wear, damage, alteration, or handling beyond what is strictly necessary to establish their nature, characteristics, and functioning through a visual inspection.
3.3 Products that have been worn, used, altered, washed, cleaned, repaired, or otherwise handled beyond permissible inspection shall not be accepted for return, unless they are proven to be faulty or non-conforming.
3.4 The Company reserves the right to refuse any return that does not strictly comply with the conditions set out in this Policy.
3.5 The User bears responsibility for the Products until they are received and inspected by the Company.

4. Faulty, Defective, or Damaged Products
4.1 Users must inspect Products immediately upon receipt.
4.2 Any claim relating to faulty, defective, or damaged Products must be notified to the Company within twenty-four (24) hours of delivery, accompanied by appropriate supporting evidence (including photographs where requested).
4.3 By accepting delivery and signing for the shipment, the User confirms that the Products were received in apparently good condition and with intact external packaging.

5. Inspection and Acceptance of Returns
5.1 All returned Products are subject to inspection upon receipt by the Company and the return cost of any Product is beared by the User and shall be deducted if a refund applies from the amount of refund.
5.2 The Company reserves the right to reject any returned Product that fails inspection or does not comply with this Policy.
5.3 If a return is rejected, the Product may be returned to the User at the User’s expense.

6. Refunds
6.1 Refunds shall be processed only after the returned Products have been received by the Company and have successfully passed inspection.
6.2 Upon approval, the refund shall cover the purchase price paid for the returned Products only subject to clause 5.1 regarding the return cost.
6.3 Original delivery charges, cash handling fees, customs duties, taxes, or any ancillary costs, where applicable, are non-refundable.
6.4 Refunds shall be issued using the same payment method used for the original Order, unless otherwise required by law.
6.5 The Company shall process approved refunds within a reasonable period following acceptance of the return, subject to the company’s workload.

7. Exchanges
7.1 Exchanges are permitted solely for size variations of the same Product (SKU), subject to availability and compliance with the return conditions set out in this Policy.
7.2 Any additional exchanges may be subject to administrative, handling, or shipping charges.
7.3 Products purchased using promotional codes, discounts, clearance sales, or special offers are not eligible for exchange, unless otherwise stated.

8. Return Shipping
8.1 Returned Products must be securely packaged to prevent damage during transit.
8.2 The Company may, at its discretion, arrange return shipping or provide instructions for return via an approved courier service.
8.3 Where return shipping is provided, it shall be subject to compliance with this Policy.

9. Delivery and Dispatch
9.1 Orders are generally dispatched within five (5) to seven (7) business days from Order confirmation, subject to availability of stock and operational considerations.
9.2 Delivery timeframes provided on the Website are estimates only and are not guaranteed or binding.
9.3 Delays in dispatch or delivery do not constitute grounds for cancellation of an Order or refusal of delivery.

10. Pre-Owned and Luxury Products
10.1 All Products offered through the Website are pre-owned or vintage luxury items.
10.2 Minor signs of prior use or age-related wear consistent with the Product description shall not constitute defects or grounds for return.
10.3 Users are encouraged to carefully review Product descriptions and images prior to placing an Order.

11. Amendments to Products and Prices
11.1 The Company reserves the right to amend Product prices, descriptions, specifications, and availability at any time without prior notice.
11.2 Such amendments shall not affect Orders that have already been confirmed.

12. Limitation of Liability
12.1 To the fullest extent permitted by law, the Company shall not be liable for any direct, indirect, incidental, special, or consequential loss arising out of or in connection with the use of the Website, the Products, or reliance on any Content.
12.2 Nothing in this Policy excludes or limits liability where such exclusion or limitation is prohibited by law.

13. Governing Law
13.1 This Policy shall be governed by and construed in accordance with the laws of the Republic of Cyprus, without prejudice to mandatory consumer protections applicable under EU law.