Refund policy
Thank you for your purchase; we hope you are happy with your item. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a refund, store credit, or an exchange. Please see below for more information on our return policy.
If you have any questions about returning an item, please contact us.
Key Returns Information:
- Returns accepted within 30 days of delivery.
- Customers are responsible for return shipping (unless item is faulty).
- Refunds processed within 14 days.
- Exchanges are subject to stock availability.
Return & Refund Policy
This policy is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Your Right to Cancel (Online Orders – 14 Days)
If you purchased your item online, you have the legal right to cancel your order within 14 days of receiving your goods for any reason.
To exercise your right to cancel, please notify us by email at contact@maison42.co.uk within 14 days of receiving your order.
You then have a further 14 days to return the goods to us.
You may handle the goods as you would in a shop to inspect them. However, we may make a deduction from the refund to reflect any loss in value resulting from unnecessary handling of the goods beyond what would reasonably be permitted in a shop.
Refunds will:
- Include the original standard delivery cost (if applicable).
- Be processed within 14 days of receiving the returned goods (or evidence they have been returned).
- Be made using the original payment method.
Please note it may take additional time for your payment provider or bank to process and post the refund to your account.
Unless the goods are faulty, you are responsible for the cost of returning the goods.
We recommend obtaining proof of postage when returning items, as we cannot accept responsibility for returns lost in transit without evidence of shipment.
2. Faulty, Damaged or Incorrect Goods
Under the Consumer Rights Act 2015, goods must be:
- Of satisfactory quality.
- Fit for purpose.
- As described.
If your goods are faulty or not as described, you have the right to reject them within 30 days of receipt for a full refund.
After 30 days, we may first offer a repair or replacement in accordance with your statutory rights.
If an item is faulty or incorrect, please contact us as soon as possible at contact@maison42.co.uk; we may ask you to provide photos of the damaged items. We will cover the reasonable cost of return postage for faulty or incorrect goods.
Refunds for faulty goods will be processed within 14 days of agreement that a refund is due. We reserve the right to inspect returned items before issuing a refund.
3. Our 30-Day Returns Policy (Goodwill)
In addition to your statutory rights, we offer a 30-day returns policy.
You may return unused items within 30 days of receipt for a refund, exchange or store credit.
Items must be:
- Unused.
- In their original condition.
- With tags attached (where applicable).
Our 30-day goodwill returns policy applies in addition to, and does not limit, your legal cancellation rights described in Section 1.
4. How to Return an Item
To start a return, please email contact@maison42.co.uk with:
- Your order number.
- The item(s) you wish to return.
- The reason for return.
We may provide a Return Merchandise Authorisation (RMA) number to help process your return efficiently. However, this does not affect your statutory cancellation rights.
The appropriate returns address will be provided when your return request is approved to ensure returns are sent to the correct processing location.
5. Exceptions to Returns:
Personalised, bespoke, or custom-made items cannot be returned or refunded unless they are faulty or not as described.
Nothing in this policy excludes or limits any rights you may have under applicable consumer law.
6. Company information:
DNS COMMERCE LTD T/A Maison 42
Company Number: 17000888
Company Address: 128 City Road, London, EC1V 2NX
Phone Number: 0208 088 6942
email: contact@maison42.co.uk