Refund policy

return & refund policy

we hope you love your maison solani order. if something is not quite right, the return options available to you depend on your delivery location and any mandatory consumer rights that apply to your purchase.

canada

for orders delivered in canada during our introduction period, we do not ask you to ship anything back.

please contact maison solani within 14 days of delivery with your order number and one photograph of the item. the delivery date recorded by the carrier is considered day one. if your order arrives in multiple parcels, the period begins when the final parcel is delivered.

we ask that the item is unworn and unused with all original tags attached. requests are assessed individually and approval is not automatic. where a request is approved, we refund the full product price and the original shipping charge to your original payment method, and you keep the item.

we assess requests within 2 business days and issue approved refunds within 3 business days. your bank or payment provider may require a further 5-10 business days.

we do not currently operate a canadian return address. please do not send returns to our registered business address.

this service is offered on a discretionary basis during our introduction period. we may decline further voluntary requests where a pattern of repeated requests, or indications of misuse, are identified. this does not affect your rights in respect of faulty, damaged or incorrect items, or any mandatory consumer right that applies to you under applicable law. orders placed while this service is in force are assessed under it.

no restocking deduction applies to approved canadian requests.

united states

for eligible orders delivered within the united states, our standard return service applies.

to request a return, please contact maison solani within 7 days of delivery. the delivery date recorded by the carrier is considered day one. if your order arrives in multiple parcels, the return period begins when the final parcel is delivered.

once your return request has been approved, the parcel must be sent back within 7 days of submitting your request.

return shipping costs are normally the responsibility of the customer unless the item is faulty, incorrect or applicable law requires otherwise.

original shipping and handling charges are non-refundable except where applicable law requires a refund.

return conditions

to be eligible:

- items must be unworn and in their original condition.
- all original tags must remain attached.
- original clear garment packaging and the sku label must be included.
- items must be free from makeup, fake tan, perfume, deodorant, stains, wear and customer-caused damage.
- united states returns must be securely packaged for return.

united states returns that do not meet the applicable return conditions may be refused or, where permitted by law, may be subject to a restocking deduction of up to 20%.

non-returnable items

certain categories are excluded from our voluntary return services, including beauty products, bodysuits, face masks, intimates and lingerie, jewellery, swimwear, and wholesale or open-pack orders. these items remain fully covered if they arrive faulty, damaged or incorrect. no items are currently sold as final sale.

refunds

approved refunds are issued to your original payment method.

approved united states returns are refunded after the returned item has been received and inspected. please allow approximately 5-7 business days for return processing after the parcel has been received. your bank or payment provider may require additional time before the refund appears in your account.

if you would prefer store credit, we will add 10% to the value. this is entirely optional and never replaces your refund.

duties and import charges

import duties or taxes charged on delivery are set by the destination authority and collected by the carrier. they are not paid to maison solani. if you have been charged import duties, the carrier or the canada border services agency can advise on their process.

eu and eea consumers

if you are a consumer in the european union or european economic area and the statutory right of withdrawal applies to your purchase, you generally have 14 days after receiving the goods to notify us that you are withdrawing from the distance contract, subject to applicable legal exceptions.

after validly notifying us, the goods must generally be returned within a further 14 days.

these statutory rights apply independently of maison solani's voluntary return services.

nothing in this policy limits or excludes mandatory consumer rights that apply to you under applicable law.

faulty or incorrect items

if you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible with your order number, a description of the issue and clear photographs. we resolve these at our cost, wherever you are. this is handled separately from our voluntary return services and your mandatory legal rights are not limited by them.

contact

maison solani customer care
info@maisonsolani.com

for the complete and most current return information, please refer to the returns page on maisonsolani.com.