RETURNS & WARRANTY

MAISON DE Returns Policy

We want you to love your purchase, but if you have changed your mind you can return most unused or unwanted items whether purchased online from Maison De, as long as you have your receipt or proof of purchase. You can also return items to any Maison De via post (postage fees apply).

Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

Change of mind

If you have changed your mind, we may offer you a refund provided that the refund

Maison De will allow a return for store credit or exchange product where you have changed your mind, provided that the item in question is:

returned within 14 days of receiving order;
as new and is not used, worn, or opened and has all original packaging and tags in-tact (including any package seals (if any) being unbroken);
in a resalable condition; and
not damaged in any way.
the item is not subject to the exclusions listed below.
We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken.
To return your item for change or mind, you must follow our returns process.
You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit or exchange. We recommend you insure high value items that you return for change of mind.
You may be provided with a product exchange, refund or store credit (at our discretion) only when the returned product is received, and it complies with the requirements of our policy.
If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.

Our team members will assess the item to determine whether a refund will be offered in accordance with our Returns Policy.

Please note that change of mind returns will not be offered for goods designated as CLEARANCE.

Excluded change of mind items

Please choose carefully when purchasing merchandise designated as a clearance item (either marked as clearance or reduced to clear) as change of mind returns will not be accepted. Subject to availability, an exchange for an identical item (same style, model etc) may be provided.

Returns and exchanges will not be provided on the following types of merchandise unless the product fail to meet a consumer guarantee:

Custom made, monogrammed, personalised, and altered products
Delivered large electrical, Big & Bulky items, Furniture or Mattresses
Pierced Jewellery
Alcohol
Hosiery
Bedding accessories (quilts, pillows, mattress protection items, etc)
Personal care products (electric toothbrushes, shavers, etc)
Perishable goods such as flowers or food
Product care plans
Items that have a tag that accompanies the product that states no change of mind
Gift Cards or vouchers.
Any merchandise where the GST has been claimed under the Tourist Refund Scheme, unless proof of repayment of the GST upon return to Australia is provided

Sales to individuals who Maison De believes to be resellers or bulk purchasers are final sales, and the change of mind policy does not apply.

We recognize that the option to return an unwanted item is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy. Maison De may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.

Consumer Guarantees

Most our products are hand-made and not perfect but unique. And all information about any product is explained on his page before buying it. As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Maison De. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined time-frame. The Australian Consumer Law, however does recognize that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

If the goods or service has a major failure, you may reject the good or service and seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse, neglect or abnormal use, Maison De will not provide a refund, exchange or repair.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value
You are also entitled to be compensated for any other reasonably foreseeable loss or damage

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Maison De will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Return tender

Refunds for all purchases will be given using your original payment method (online purchases will automatically be refunded to the account used to pay).

For online purchases where a multi-tender of a gift card or returns card and AfterPay is used, the refund will be provided as a Maison De Returns Card in the first instance and then AfterPay for any remaining balance (unless otherwise required by law)

Maison De Returns Cards and Gift Cards cannot be exchanged for a different brand, denomination or type of Gift Card or for another tender or discount.

Gift or bonus with purchase offers and bundled items

Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in a saleable condition, the value of any available refund will be reduced by the value of the gift or bonus (in full or in part)

In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.

Where do I send returns?

Please contact our customer service

Privacy

Maison De is committed to protecting your privacy. You may be asked to present and record photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date. For example, Australian Driver’s Licence or Passport.

Please note, when returning merchandise totalling $1,000 or more and requesting a Tax Adjustment Note, your name, address and ABN (if applicable) will be required.

Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Maison De research and analysis. It may be disclosed to state and territory departments upon request, as required by law.