Refund Policy
1. Overview
At Maison Sydney, we are committed to providing quality products and excellent customer service. We understand that there may be situations where a return or refund is necessary. This Refund Policy outlines the conditions under which returns and refunds are accepted, the process to request a return, and the obligations of both the customer and Maison Sydney in handling such cases. By making a purchase on our website, you acknowledge and agree to the terms outlined in this policy.
2. Returns & Eligibility
We offer customers the option to return products within 30 days from the date of delivery if they meet the return conditions outlined below. To ensure that returns are processed efficiently, all customers must follow the steps detailed in this policy.
To be eligible for a return, the following conditions must be met:
- The item must be in its original condition, unused, and with all original packaging, labels, tags, and components intact. Items that are damaged due to improper handling, negligence, or normal wear and tear are not eligible for return.
- The product must not show signs of excessive use, alterations, or tampering. Any returned item that appears to have been used, washed, or intentionally damaged will not be accepted.
- If the product is defective upon arrival, customers must notify us immediately upon receipt and provide photographic evidence of the defect before initiating a return request.
- Items classified as hygiene-sensitive products must be returned in unused condition, fully sealed, and cleaned (if applicable) to be eligible for return.
- Returns must be requested via email before sending the product back. Customers must wait for confirmation and instructions before proceeding with the return.
- Maison Sydney reserves the right to reject returns that do not comply with these conditions or to charge a restocking fee in cases where returned items show signs of handling inconsistent with resale standards.
- The cost of return shipping is the responsibility of the customer, unless the item received is defective, incorrect, or significantly different from what was advertised.
If a return is approved, it will be processed within 7 working days of receiving the returned item. Refunds will be issued only if all conditions are met and will be processed through the original payment method.
3. How to Request a Return
If you meet the above criteria and wish to initiate a return, follow these steps:
- Contact our support team at info@maison-sydney.com with the following details:
- Order number
- Full name
- Reason for return
- Clear photographs of the product, including any defects (if applicable)
- Our team will review your request and provide return instructions, including the designated return warehouse address. Maison Sydney has multiple warehouses in Australia and Asia, and the return address will be assigned based on logistical factors.
- Do not return your package to the sender’s address. The return location may differ depending on the product and warehouse assignment.
- Once your return is received and inspected, we will process your request within 7 working days and notify you of the refund or exchange status.
Please note that we do not offer prepaid return labels. Customers are responsible for ensuring that returns are sent via a trackable shipping method, as Maison Sydney is not responsible for lost return shipments.
4. Order Cancellation & Withdrawal Policy
Orders cannot be canceled once they have been processed and dispatched. Due to our automated fulfillment process, orders are executed promptly to ensure timely delivery. Customers who wish to cancel an order must do so before their order has been processed. Once an item is in transit, cancellation is no longer possible, and customers will need to proceed with the standard return process.
If you wish to withdraw from your purchase after receiving the item, the following applies:
- Customers must follow the return process outlined above.
- Any shipping charges incurred for returning the item are non-refundable unless the product is faulty or incorrect.
- Maison Sydney reserves the right to deduct a restocking fee in cases where returns do not comply with the stated conditions.
5. Refund Processing & Exceptions
Once a returned item has been received and inspected, a refund will be issued within 14 working days, depending on the payment provider's processing time. Refunds will be processed using the same payment method used for the original transaction.
Refunds will not be issued in the following cases:
- The item does not meet return eligibility criteria.
- The item is damaged due to misuse, mishandling, or improper storage.
- The item is a final sale or clearance product, which is explicitly marked as non-returnable.
- The return package is lost during transit due to customer negligence in selecting a trackable shipping method.
- Customers fail to provide sufficient proof of product defects when requesting a refund for damaged items.
If an item is incorrectly returned, the customer will be responsible for retrieving it at their own cost.
6. Shipping & Return Costs
Maison Sydney covers outgoing shipping costs, ensuring that all customers receive their orders with no additional delivery fees. However, return shipping costs are the sole responsibility of the customer unless the return is due to an incorrect or faulty product.
Since we operate through several fulfillment warehouses in Australia and Asia, the designated return location will vary depending on the item ordered and the warehouse from which it was shipped. Return instructions will be provided upon request.
We strongly recommend that customers use a trackable shipping method for their returns. Maison Sydney is not liable for lost or undelivered return packages.
7. Additional Considerations & Legal Compliance
Maison Sydney adheres to Australian consumer law regarding refunds, exchanges, and returns. If a product is deemed to be faulty, unsafe, or significantly different from the advertised description, customers are entitled to a repair, replacement, or refund in accordance with the Australian Consumer Law (ACL).
For hygiene reasons, certain products may not be eligible for return unless they are defective upon arrival.
Maison Sydney reserves the right to modify, update, or amend this Refund Policy at any time. Any changes to the policy will be reflected on this page, and it is the customer’s responsibility to review the policy periodically.
8. Contact Information
For any questions regarding returns, refunds, or exchanges, please contact our support team at:
Email: info@maison-sydney.com
We appreciate your understanding and cooperation in following our refund and return procedures.
