Refund Policy

Refund Policy — Maison Aurel

At Maison Aurel, your satisfaction means everything to us.
If your purchase doesn’t meet your expectations, we’ll gladly help you with a smooth return or refund process.

1. Return Eligibility

You may request a return within 30 days of receiving your order.
To be eligible, items must:

  • Be unused, unwashed, and in their original condition.

  • Include all original packaging, tags, and accessories.

  • Be returned with proof of purchase (order confirmation or receipt).

Please note: for hygiene and safety reasons, certain personal or intimate items may not be eligible for return.

2. How to Start a Return

To initiate a return, contact our customer service team at support@maison-aurel.com.
Please include your order number and the reason for return.
Once your request is approved, we’ll provide you with detailed instructions and the correct return address.

3. Refunds

Once your returned item is received and inspected, you’ll receive an email notification confirming the approval or rejection of your refund.
Approved refunds will be automatically processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

Shipping fees (if applicable) are non-refundable.

4. Exchanges

If you received a damaged or defective item, please contact us immediately at support@maison-aurel.com with a photo of the issue.
We’ll arrange a replacement or issue a full refund as quickly as possible.

5. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank account again.

  2. Contact your credit-card company — it may take time before your refund is officially posted.

  3. Contact your bank.
    If you’ve done all of this and still haven’t received your refund, please email us at support@maisonaurel.com.

6. Shipping Costs for Returns

Customers are responsible for return-shipping costs unless the item was received damaged, defective, or incorrect.
We recommend using a trackable shipping service to ensure safe delivery of your return.

7. Damaged or Incorrect Items

If you receive a damaged or wrong item, please notify us within 48 hours of delivery with photos of the product and packaging.
We will replace the item or issue a full refund at no extra cost.

8. Non-Returnable Items

The following items cannot be returned:

  • Gift cards

  • Discounted or final-sale items (unless defective)

  • Items returned without prior authorization

9. Need Help?

We’re here to make your experience stress-free.
If you have questions about returns or refunds, reach out anytime at:
📧 support@maison-aurel.com

Last updated: October 2025