Refund policy
30-Day Return Policy
You have 30 days after receiving your item to contact us and request a return or refund.
For change-of-mind requests under our voluntary 30-day policy, items must be unworn or unused, with their original tags and packaging, and in the condition you received them. A receipt, order number, or other proof of purchase is required.
These conditions do not limit your statutory rights, including your rights concerning faulty goods or the European Union right of withdrawal described below.
How to Request a Return or Refund
Email support@maisonmayne.co with:
- Your full name
- Order number
- Details of your request
- Photos, where possible, if the item is defective, damaged, or incorrect
Our support team will review your request and explain the next steps. Please contact us before sending any items so we can confirm the appropriate arrangements.
Return Shipping Costs
For change-of-mind returns, including size preferences or an incorrect item ordered by the customer, customers are responsible for arranging and paying for return shipping. We do not provide prepaid return shipping labels for these returns.
Return postage is not a fixed fee. Your chosen carrier calculates the cost based on the package’s weight and dimensions, your shipping location, and the return destination provided in your instructions. Please obtain a quote from your carrier before sending the package.
We recommend using a tracked shipping service and retaining your proof of postage.
If the return is due to a defective, damaged, or incorrect item supplied by us, we will cover any necessary return shipping costs. Please contact us before purchasing postage so we can confirm the arrangements.
Damages and Issues
Please inspect your order upon delivery and contact support@maisonmayne.co promptly if an item is defective, damaged, or incorrect.
Include your order number, a description of the issue, and photos where possible. We will assess the issue and arrange an appropriate resolution in accordance with your applicable consumer rights.
You will not be responsible for necessary return shipping costs arising from a defective, damaged, or incorrect item supplied by us. Please contact us before purchasing postage so we can confirm the arrangements.
Exceptions / Non-Returnable Items
Unless required by applicable law, our voluntary change-of-mind policy does not cover:
- Custom-made or personalized products
- Perishable goods
- Sealed products unsuitable for return for health or hygiene reasons once unsealed
- Gift cards
These exclusions do not affect your rights if a product is faulty, damaged, or incorrectly supplied.
Discounted items remain eligible under our 30-day policy.
Exchanges
If you would like a different size or item, contact support@maisonmayne.co with your order number and the details of your request. Our team will explain the available options before you take any further steps.
Refund Process
We will notify you of the outcome of your request. If approved, we will confirm the refund amount. If declined, we will explain the reason.
Approved refunds will be processed to your original payment method within 10 business days of approval, unless applicable law requires an earlier refund.
Your bank or payment provider may take additional time to post the refund to your account.
Original shipping charges are non-refundable unless the refund is due to our error or reimbursement is required by applicable law, including under the EU withdrawal provisions below.
If you have not received your refund within 15 business days after we confirm it has been issued, please contact support@maisonmayne.co.
European Union 14-Day Right of Withdrawal
If your order is delivered to the European Union, you may withdraw from your purchase within 14 days of receiving the goods without giving a reason, subject to applicable statutory exceptions.
To exercise this right, email support@maisonmayne.co with a clear statement of your decision to withdraw. Exercising this right does not require our approval.
Where a return is required, you must send the goods back within 14 days of notifying us. Contact us promptly for the return arrangements.
You may inspect the goods as you would in a shop. You may be responsible for any diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning.
You are responsible for direct return shipping costs only where this has been disclosed to you before purchase and applicable law permits it.
We will reimburse the applicable payment, including standard outbound delivery charges, within 14 days of receiving your withdrawal notice. Where a return is required, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first. Additional charges for a delivery option more expensive than our standard delivery are not reimbursed.
These statutory rights take priority over any conflicting provision of our voluntary 30-day policy.
Contact
For questions about returns or refunds, contact:
Maison Mayne — operated by CLAASSEN HOLDINGS LLC
Registered business address:
5830 E 2ND ST, STE 7000 #31938
CASPER, WY 82609
This is not a return address. Please contact us before sending any items.
Phone: (800) 593-0163
Customer Service:
Monday–Friday: 9:00 AM–6:30 PM CST
Saturday: 12:00 PM–5:00 PM CST
Email: support@maisonmayne.co