Return Policy


Maison Aurelle – Returns & Cancellation Policy

Last updated: 11 September 2025

Please note: We do not offer free returns. Customers are responsible for all return shipping costs.

1. Return Period

  • Returns must be shipped within 30 calendar days of receipt.

  • The product must be unused and in the same condition as received, including all original packaging and components.

  • Returns sent after 30 days may not qualify for a refund.

2. Return Costs

  • The customer is responsible for all return shipping costs.

  • A track & trace (tracked) shipping method is required.

  • The return label must be arranged and paid for by the customer.

3. How to Return

To start a return, please contact our support team at  Contact@maisonaurelle.com with the following details:

  • Order number

  • Customer name and address

  • Reason for return

  • (If applicable) photo(s) showing the item and its condition

Wait for our confirmation email, which will include the correct return address.

Do not send goods to the sender’s or warehouse address — only to the return address we provide. Shipments sent elsewhere will be considered invalid and will not qualify for a refund.

4. Faulty or Damaged Items

If you receive a faulty or damaged product:

  • Contact  Contact@maisonaurelle.com within 5 business days of delivery.

  • Include your order number and clear photo evidence of the defect or damage.

  • Claims submitted after 5 business days may not be eligible for refund or replacement.

5. Wrong Item Received

If you received the wrong item:

  • Contact  Contact@maisonaurelle.com with your order details and photo(s) showing the incorrect product.

  • We will assist you in arranging the correct return and replacement or refund.

6. Exchanges

We do not offer exchanges.
If you wish to receive a different item, please return the original product (following the conditions above) and place a new order.

7. Refunds

  • Once your return is received, inspected, and approved, a refund will be issued via your original payment method.

  • Refunds are typically processed within 5 working days after approval, but may take up to 14 days depending on your payment provider.

  • Refunds exclude any initial delivery costs and non-standard shipping fees.

8. Right to Cancel (UK Consumers)

Under UK consumer law, you have 14 days from the date you (or your nominated recipient) receive your order to cancel your purchase.

  • To cancel, email  Contact@maisonaurelle.com with a clear statement of withdrawal and your order details.

  • If your order has already been dispatched, please wait for delivery, then return it following the instructions above.

  • The cost of return shipping remains the customer’s responsibility.

  • Refunds for cancellations will be processed within 14 days of receiving both your notice and the returned goods.

9. Proof of Return

Customers must retain proof of shipment, including:

  • The tracking number, and

  • A photo of the returned item and packaging.
    This may be requested to verify your return and ensure proper processing.

10. Exceptions (Partial Refunds)

Maison Aurelle reserves the right to issue partial refunds in the following cases:

  • Products show obvious signs of use

  • Items are not in their original condition

  • Items are damaged or missing parts for reasons not due to our error

  • Returns are shipped more than 30 days after delivery

11. Non-Returnable Items

The following products cannot be returned:

  • Gift cards

  • Custom or personalised items

  • Hygiene-sensitive products, such as underwear, swimwear, or opened personal care items

12. Disclaimer

By placing an order with Maison Aurelle, you agree to this Returns & Cancellation Policy and our Terms of Sale.

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