Returns & Refunds

Eligibility

For a change-of-mind return, the item must be unused, unworn, unaltered and undamaged, with original packaging, tags and included accessories. You may handle it only as reasonably necessary to inspect its nature and characteristics. Proof of purchase is required. Mandatory consumer rights in your country or state apply in addition to this voluntary policy.

How to start a return

1. Email hello@maisonrenoir.ma or use our Contact page.
2. Include your name, order number and the item. Add clear photographs for damaged, incorrect or defective goods.
3. Wait for return instructions and the correct return address. Our New Mexico business address is not a returns address.
4. Send the item securely within 14 days after instructions are issued and retain tracking and proof of postage.

Return shipping

For a change-of-mind return, you pay the direct return cost and remain responsible for the parcel until it reaches the supplied address. Original delivery costs are refunded only where required by law. If an item is confirmed incorrect, damaged on arrival or faulty, we will provide the legally required remedy and cover reasonable return costs where required.

Refund timing

Approved returns are normally inspected within five business days of receipt. Refunds are then issued to the original payment method, or by an agreed method for payment collected on delivery. A bank or provider may need a further 5–10 business days to display the refund. Where permitted, a refund may be reduced for value lost through handling beyond reasonable inspection.

Exceptions

Change-of-mind returns may not apply to personalised or made-to-order goods, sealed hygiene-sensitive goods once unsealed, gift cards, items clearly marked final sale before purchase, or other goods excluded by applicable law. These exceptions never remove rights for faulty, misdescribed or non-conforming goods.

Exchanges and cancellation

The quickest exchange is normally to return the eligible item and place a new order. Contact us immediately to request cancellation before dispatch. We cannot guarantee interception after order processing begins.

Optional cancellation wording

Last updated: 31 October 2026