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MAISONEZ – Returns & Exchanges Policy

At Maisonez, we take pride in the quality and craftsmanship of our products. Each item is carefully produced to deliver a refined and memorable experience. If for any reason you are not fully satisfied with your purchase, we are here to assist you.

1. Eligibility for Returns & Exchanges

• Requests must be made within 14 days of delivery

• Items must be unused, unburned, and in original packaging

• Products must be returned in resalable condition

2. Non-Returnable Items

The following are final sale:

• Custom fragrances and bespoke scent creations

• Private label or branded products

• Opened fragrance oils

• Used candles

• Bulk / wholesale orders (unless defective)

3. Damaged or Defective Items

If your order arrives damaged:

• Contact us within 48 hours of delivery

• Provide photos of product + packaging

• We will offer a replacement, credit, or refund

4. Return Authorization Process

To initiate a return:

1. Email: bonjour@maisonez.com

2. Include order number + reason

3. Wait for approval before shipping

Returns sent without authorization may be refused.

5. Shipping & Return Costs

• Return shipping is the responsibility of the customer unless:

  • Item is defective

  • Incorrect item was shipped

• Original shipping costs are non-refundable

6. Refunds

• Issued to original payment method

• Processed within 5–10 business days after inspection

• Maison Nez reserves the right to deny returns not meeting policy conditions

7. Exchanges

• Subject to availability

• If unavailable → store credit issued

8. Commercial / B2B Orders

• Orders are final once production begins

• Deposits are non-refundable

• Any issue must be reported within 48 hours of delivery

🌍 9. International Orders (Including Canada)

Customs, Duties & Taxes

• International orders may be subject to import duties, taxes, or brokerage fees

• These charges are the responsibility of the customer/recipient

• Maison Nez does not control or estimate these fees

Canada-Specific (Important)

• Orders shipped to Canada may be subject to:

  • GST / HST / PST

  • Import duties depending on product classification

• Refusal of a package due to duties/taxes will result in:

  • Return shipping + fees deducted from refund

  • Or no refund if costs exceed order value

International Returns

• Customers are responsible for:

  • Return shipping

  • Customs documentation

• Items must be clearly marked as “Returned Goods”

• Maison Nez is not responsible for:

  • Lost international returns

  • Customs delays

Non-Deliverable / Refused Shipments

If a package is:

• Refused

• Undeliverable

• Not claimed

We reserve the right to:

• Deduct all shipping + customs costs

• Issue a partial refund or store credit

10. Liability & Scent Perception Disclaimer

• Fragrance perception is subjective

• Variations in scent intensity may occur based on:

  • Space size

  • Ventilation

  • Diffuser settings

• This does not qualify as a defect

11. Compliance with Applicable Law

This policy is governed by the laws of the State of Texas, USA.

For international customers:

• Local consumer protection laws may apply

• Nothing in this policy limits rights required under applicable law

12. Contact

Maisonez - Dallas, Texas

📧 bonjour@maisonez.com

🌐 www.maisonez.com

We are committed to creating exceptional scent experiences. If something is not as expected, our team will handle it with care, discretion, and attention to detail.

Shipping will be calculated at check out