Refund policy

Returns and Refund Policy – Maison Mercier

Last updated: 27/12/2025

At Maison Mercier, we do everything we can to offer you high-quality products. If you are not fully satisfied with your purchase, we have established a clear and fair returns policy.

1. Return Period

You have a legal 14-day calendar period from the date of receipt of your order to notify us of your intention to return an item. Beyond this legal period, and as a commercial courtesy, Maison Mercier accepts return requests for eligible items up to 30 days after receipt.

2. Eligibility Conditions (Product Condition)

To be accepted, returned items must meet the following conditions exactly:

  • New condition : The item must be unused, unworn, unwashed, and in the same condition as when you received it.
  • Packaging : The product must be returned in its original packaging (box, blister, protective materials), complete with all accessories and instructions.
  • Proof of purchase : The receipt or order number must be included in the package.

Warning : We reserve the right to refuse a return if the item shows signs of wear, has been damaged by the customer, or is not in its original resaleable condition. In such cases, no refund will be issued and the item may be sent back to you at your own cost.

3. Non-Refundable Items (Exceptions)

The following items are final sale and cannot be returned or refunded:

  • Customised or made-to-order items (special orders, bespoke creations).
  • Gift cards.
  • Downloadable products (digital) once the link has been sent.
  • Items on sale or marked "Final Sale".

4. Damaged or Defective Items on Arrival

If your parcel arrives damaged or if the item has a manufacturing defect, you must inform us within 48 hours of delivery.

Mandatory procedure : Send an email to contact@maison-mercier.com with your order number and clear photos of the damaged product and packaging.

Do not send the item back before receiving our approval. If the defect is confirmed, we will cover return shipping costs or arrange a replacement/refund without requiring the return, depending on the circumstances.

5. Return Costs

  • Change of mind : If you return an item because it does not suit you, return shipping costs are entirely at your expense.
  • Security : For any return valued over £50, we strongly recommend using a tracked delivery service or taking out insurance. We cannot guarantee receipt of your returned item and will not refund a lost parcel delivered by the carrier.

6. How to Make a Return

  1. Log in to your account and go to "Order History", or contact us by email at contact@maison-mercier.com.
  2. Wait for our confirmation email with return instructions.
  3. Package the item carefully (use a rigid box, do not stick the label directly onto the product box).
  4. Send the parcel to the address provided.

7. Refunds

Once your return has been received and inspected by our team:

  • We will send you an email to confirm whether your refund has been approved or rejected.
  • If approved, the refund will be processed to your original payment method within 5 to 10 working days.

Important note : Initial shipping charges (paid at time of order) are not refundable, unless the error was ours or the item is defective.