Refund policy

 

You therefore have 14 calendar days from the receipt of your package to return your order to us, either partially or completely.


To make a return, simply fill out the return form, which can be downloaded : CLICK HERE -> https://cdn.shopify.com/s/files/1/0965/0382/4761/files/maison-2.pdf?v=1769532345


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. 

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.


European Union / International 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.


Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at maisonpozzi@gmail.com.

 You will be responsible for paying your own shipping costs to return your item. 

If the return deadline has passed, we will be unable to accept the return. Customer service will send you an email to inform you that the deadline has passed. If the customer wishes to recover their order, they must pay the return shipping costs.


RETURN POLICY To be eligible for a return, all items must be unused, in the same condition as when you received them, and carefully packaged (label, product tag, protection, and product in perfect condition).

Items must be unworn, unwashed, and odor-free (no cigarette smoke or perfume).
Items must not have any traces of makeup.
Therefore, returns of washed and/or worn clothing will not be accepted.

 

Exchanges, Returns and Customs Duties

Exchange requests (size, color, or other) are offered as a commercial service and do not constitute a legal obligation for the seller.

Return shipping costs for the original product are the sole responsibility of the customer, except in cases of defective products or errors attributable to the seller.

As part of an exchange, the shipping costs for sending the new product are also the responsibility of the customer.

For international shipments, each shipment (including those made as part of an exchange) may be subject to customs duties, import VAT, and/or other taxes imposed by the destination country. These charges are entirely the responsibility of the customer.

The customer is considered the importer of record and is responsible for paying these charges and complying with all applicable local regulations.

If the customer refuses to pay customs duties, taxes, or any additional fees upon delivery during an exchange, the shipment may be refused and returned to the sender.

In such cases:

  • The seller reserves the right to refuse acceptance of the returned package, or
  • Accept the return and issue a partial refund or cancel the exchange

All costs incurred (including initial shipping costs, return shipping fees, reshipping costs, customs charges, and administrative or handling fees) will be deducted from any potential refund.

If the package is abandoned, destroyed, or cannot be recovered due to the customer’s refusal to pay the required charges, no refund or exchange will be issued.

In the case of a defective product or an error made by the seller, all costs (return shipping, reshipping, and any applicable taxes) will be covered by the seller, in accordance with applicable regulations.

By placing an order, the customer acknowledges that they have been informed of and agree to these terms without reservation.

Return costs (included any applicable taxe) are the responsibility of the customer as well as the reshipment costs.

If the customer does not cover all the costs, we will have to refuse delivery of the package. 



 


Customs Duties, Taxes and Refusal of Delivery


Orders shipped outside the European Union may be subject to customs duties, import VAT, and/or other taxes and fees imposed by the destination country.


These charges are entirely the responsibility of the customer. The seller has no control over these costs and cannot be held liable for them.


The customer is considered the importer of record and is responsible for complying with all laws and regulations of the destination country.


If the customer refuses to pay customs duties, taxes, or any additional fees upon delivery, the shipment may be refused and returned to the sender.


In such cases:


    

  • 
The seller reserves the right to refuse acceptance of the returned package, or

    • 

  • 
Accept the return and issue a partial refund

    • 



All costs resulting from this situation (including initial shipping costs, return shipping fees, customs charges, administrative or handling fees) will be deducted from any refund issued.


If the package is abandoned, destroyed, or cannot be recovered due to the customer’s refusal to pay the required charges, no refund will be issued.


In accordance with European consumer protection regulations, the 14-day withdrawal right applies only once the order has been successfully delivered. Return shipping costs remain the responsibility of the customer, unless otherwise required by law.


By placing an order, the customer acknowledges that they have been informed of and agree to these terms without reservation.


 


Abuse Prevention, Delivery Refusals and Disputes


The seller reserves the right to refuse, cancel, or limit any order, return, or exchange in the event of abusive or suspicious behavior by the customer.


The following (non-exhaustive list) may be considered abusive behavior:


    

  • repeated refusal of delivery upon arrival
    • 

  • refusal to pay customs duties, taxes, or applicable fees
    • 

  • excessive or repeated return or exchange requests
    • 

  • abusive or fraudulent payment disputes (chargebacks)
    • 

  • any clear attempt at fraud
    • 



In the event of delivery refusal or non-payment of required fees upon delivery, all costs incurred (including shipping fees, return shipping, customs duties, and administrative or handling fees) will remain the responsibility of the customer and may be deducted from any potential refund.


The seller reserves the right to:


    

  • 
refuse any refund in the case of proven fraud or manifest abuse

    • 

  • 
apply additional processing fees in case of disputes or exceptional administrative handling

    • 

  • suspend or block the customer’s account
    • 

  • refuse any future orders
    • 



In the event of a dispute or chargeback initiated with a bank or payment provider, the seller reserves the right to submit all relevant evidence (order confirmation, shipping tracking, and acceptance of the Terms and Conditions) in order to contest the claim.


Any abusive dispute may result in actions to recover outstanding amounts as well as any additional costs incurred.


By placing an order, the customer acknowledges that they have read, understood, and agreed not to misuse these terms.


 







REFUND POLICY Refunds (if applicable)
Once we have received and inspected the returned item(s), your refund will be processed and a transfer will be made within a certain number of days.


















Delivery Conditions, Liability and Legal Protection


Products shall be considered delivered once the carrier indicates the status as "delivered". From that moment, the seller shall not be held liable for any loss, theft, or damage occurring after delivery.


The customer is responsible for providing a complete and accurate delivery address. In the event of an incorrect address leading to a failed delivery, reshipping costs shall be borne exclusively by the customer. No refund is guaranteed if the package is lost due to an incorrect address.


If the customer fails to collect the package within the required timeframe (pickup point, post office, etc.) and it is returned to the sender, the seller reserves the right to:


    

  • issue a partial refund
    • 

  • deduct return, storage, and handling costs
    • 



Reshipping costs remain the responsibility of the customer.


Delivery times are provided for informational purposes only and may vary due to factors beyond the seller’s control (customs, high demand, logistical incidents). No refund may be claimed for delays outside the seller’s control.


The seller shall not be held liable for failure or delay in performance due to force majeure, including but not limited to: natural disasters, strikes, pandemics, armed conflicts, or logistical disruptions.


The seller’s liability is limited to the total amount of the order. Under no circumstances shall the seller be held liable for indirect damages, financial losses, or improper use of the product.


Product images and descriptions are provided for informational purposes only. Minor variations (color, size, finish) may occur and shall not be considered defects.


Electronic records, order confirmations, email communications, and delivery tracking data shall constitute valid evidence in the event of a dispute or claim.


The seller reserves the right to refuse any order, limit returns, or deny refunds in cases of abusive behavior, fraud, or misuse of commercial policies.


In the event of a dispute or chargeback, the seller reserves the right to provide all available evidence to financial institutions or payment providers, including proof of the customer’s acceptance of these terms.


These terms shall be interpreted in accordance with applicable laws, including the Ley General para la Defensa de los Consumidores y Usuarios and relevant European regulations.