Refund policy

Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, contact us at info@maisonnajem.com. If your return is accepted, we will send you instructions on how and where to send your package. Please note that return shipping costs are your responsibility unless the item is faulty or not as described. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us within 3 days if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable Items

As we sell second-hand rugs, all items are sold as described. Returns are only accepted where the item differs materially from its description, is damaged in transit, or where your statutory rights apply. We do not accept returns on the basis of general change of mind beyond the statutory minimum period.

Exchanges

We do not offer direct exchanges. If you wish to obtain a different item, please return your original purchase in accordance with this policy and place a new order.

European Union Customers

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification, in accordance with the EU Consumer Rights Directive. Your item must be returned in the same condition as received, unused and in its original packaging, with proof of purchase. You are responsible for the cost of return shipping unless the item is faulty or not as described.

Refunds

We will notify you once we have received and inspected your return. If approved, you will be refunded to your original payment method within 14 business days. Please note that your bank or card provider may take additional time to process the payment. If more than 21 business days have passed since we approved your return, please contact us at info@maisonnajem.com.