Return Policy

Return Policy

Your Right to Withdraw

Under EU Consumer Rights Directive 2011/83/EU, you may withdraw from your purchase within 14 calendar days of delivery, no reason required — provided the item is returned sealed and unopened, in the condition described below. This is a summary of your statutory rights; nothing here reduces them.

How to Return an Eligible Item

(1) Contact us at info@maison-perfumes.com with your order number within 14 days of delivery. (2) We will provide return instructions and an address. (3) Ship the item back sealed, in its original packaging, with the invoice or packing slip. Once we receive and inspect it, we process your refund per the timeline below.

Non-Returnable Items — Hygiene & Health Protection

Perfume is a hygiene-sensitive product. Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to goods which are unsealed after delivery and are not suitable for return due to health protection or hygiene reasons. In practice this means:

• Full-size bottles must be returned in their original, factory-sealed, undamaged condition. Once the seal is broken, sprayed, or the bottle otherwise used, the item is not eligible for withdrawal or refund on that basis.
• Decants are non-returnable once opened. Decants are hand-decanted by us from an original bottle into a branded vial and sold as such (not factory-sealed manufacturer packaging) — see our About Decants notice. An unopened, unused decant with its cap seal intact may be returned within 14 days; an opened or used decant cannot.

This exemption protects hygiene and safety standards for all customers and does not affect your statutory right to a refund or replacement for goods that are faulty, damaged in transit, or not authentic (see Statutory Conformity below).

Product Batches, Discontinued Collections & Packaging Variation — Not a Defect

Our stock includes fragrances from earlier production batches and, occasionally, discontinued collections. The bottle, cap, label, box, batch code, juice color, or minor scent nuance you receive may therefore differ from the current retail version shown elsewhere. This is normal and expected in niche perfumery and is not, by itself, grounds for a return, refund, or “item not as described” claim — provided the fragrance is authentic and correctly identified. If you are ever unsure whether a variation you’ve received is a batch difference or a genuine defect, contact us with photos before opening the item; we will tell you plainly which it is.

Delivery Delay Within the EU/Europe

If your order does not arrive within the estimated delivery window shown on our Shipping & Payment page, contact us at info@maison-perfumes.com and we will investigate with the carrier. For EU/European deliveries, if delivery is excessively delayed beyond the disclosed estimate (generally no later than 30 days from order confirmation, unless a longer window was clearly disclosed for your destination), you may ask us in writing to deliver within an additional reasonable deadline, and cancel for a full refund if we miss that deadline too. This is separate from, and does not replace, the extended non-EU timeline described below.

Non-Delivery Claims for Shipments Outside Europe

Ground shipping outside Europe can take 15 to 50 days depending on destination customs and local carriers. A “not delivered” return or refund request for a non-EU order cannot be processed until 50 days have elapsed from the dispatch date, as long as tracking shows the parcel in transit. Tracking data governs. This is a claims-processing timeline, not a waiver of your right to a refund if the shipment is ultimately confirmed lost.

Statutory Conformity (Faulty, Damaged)

Separately from the 14-day withdrawal right above, you are entitled to the statutory 2-year guarantee of conformity if an item is faulty, damaged in transit. This right applies regardless of whether the item has been opened, and nothing in this policy limits it. Contact us immediately with your order number, photos of the item and packaging, and (for damaged shipments) the outer box — this evidence lets us resolve the claim faster.

Return Shipping Costs

Return shipping costs for a withdrawal under §”Your Right to Withdraw” are your responsibility unless the item arrived damaged, faulty, or incorrect, in which case we cover return shipping.

Refunds

Once we receive and inspect a returned item that meets the conditions above, we issue your refund to the original payment method within 14 days. Refunds for statutory-conformity claims (faulty/damaged/non-authentic) are processed once the claim is verified, typically using the photo evidence you provide, without requiring return of the item in every case.

Suspected Fraud & Evidence Retention

To protect legitimate customers and ourselves against fraudulent claims, we retain tracking data, delivery confirmation, and — for higher-value shipments — photo/video documentation taken at the time of packing. This evidence may be used to assess or contest a return, refund, or chargeback claim that we believe to be inaccurate or made in bad faith.

Complaints & Dispute Resolution

Contact us first at info@maison-perfumes.com — most return questions are resolved directly.

Questions?

Contact us at info@maison-perfumes.com for any return inquiry. We respond within 24–48 hours.