Refund policy

Maison Novaire — Return & Refund Policy

Last Updated: August 29, 2026

At Maison Novaire, every order is prepared with care and every product is selected to meet our standards of quality, presentation, and description.

We understand that circumstances can change. This policy explains when a return may be accepted, how returns are handled, and what customers can expect regarding refunds.

By placing an order with Maison Novaire, you acknowledge and agree to the terms below.

1. Return Window

Eligible return requests must be submitted within 30 calendar days of the date the order is delivered.

A return request submitted after this period may not be accepted.

The 30-day period begins on the date the carrier records the order as delivered.

Important: Contacting Maison Novaire within the return period does not automatically mean that a return has been approved. Returns require review and authorization before the item is sent back.

2. Conditions for an Eligible Return

To qualify for a return, an item must:

• Be unused and unworn.
• Be in its original condition.
• Be returned with its original packaging, tags, accessories, documentation, and accompanying components where applicable.
• Not show signs of use, alteration, washing, damage, stains, odors, or other customer-caused deterioration.
• Be securely packaged so that it is not damaged during return transit.
• Be returned only after Maison Novaire has provided return instructions or authorization.

Maison Novaire reserves the right to decline a return if the returned item does not meet these requirements.

3. Returns Due to Change of Mind

Maison Novaire does not offer unrestricted or unconditional returns simply because a customer has changed their mind.

However, as a customer-service accommodation, Maison Novaire may, at its discretion, accept a return request for an eligible item that is no longer wanted, provided all of the following apply:

• The request is submitted within 30 calendar days of delivery.
• The item has not been used or worn.
• The item remains in its original condition.
• All original packaging, tags, accessories, and accompanying components are intact.
• The return has been approved by Maison Novaire before being shipped back.

For an approved discretionary return due to change of mind:

• Return shipping is the customer’s responsibility.
• Original outbound shipping charges are non-refundable.
• A restocking and handling fee of up to 20% of the item’s purchase price may be deducted from the refund.
• The customer is responsible for any loss or damage that occurs while the return is being shipped back to Maison Novaire.

A change-of-mind return is not an automatic entitlement. Maison Novaire may decline such a request where the return conditions have not been satisfied or where the item is otherwise ineligible for return.

4. Incorrect, Damaged, Defective, or Significantly Not-as-Described Items

The change-of-mind conditions above do not apply where an item:

• Arrives damaged;
• Is defective;
• Is materially different from the product ordered;
• Is the wrong item; or
• Is significantly not as described on the Maison Novaire website.

Customers must contact Maison Novaire as soon as reasonably possible after delivery if they believe there is a problem with their order.

To help us investigate and resolve the matter efficiently, customers may be asked to provide:

• Photographs or videos of the item;
• Photographs of the packaging and shipping label;
• A description of the issue; and
• Other information reasonably required to verify the claim.

Where Maison Novaire determines that the item was incorrectly supplied, materially defective, damaged in transit, or significantly not as described, the appropriate remedy will be determined based on the circumstances. This may include a replacement, return, repair where applicable, or refund.

A restocking fee will not be applied to an approved return resulting from an item being damaged, defective, incorrect, or significantly not as described.

5. Items That Cannot Be Returned

For hygiene, safety, personalization, or other practical reasons, certain products may be non-returnable.

Unless otherwise stated on the applicable product page, non-returnable items may include:

• Personalized or customized products;
• Items specifically identified as final sale;
• Products that cannot reasonably be resold due to hygiene considerations once opened or used;
• Items that have been worn, used, altered, washed, damaged, or otherwise handled beyond what is reasonably necessary to inspect the product.

Where a particular product has specific return restrictions, those restrictions will be disclosed on the applicable product page or at checkout.

6. Return Authorization

Do not send an item back without first contacting Maison Novaire.

Customers must submit their return request through our customer service channel and provide the relevant order information.

If the return is approved, Maison Novaire will provide the appropriate return instructions.

Returns sent without prior authorization may be refused or may experience delays in processing.

The customer remains responsible for retaining valid tracking information and proof of shipment until the return has been received and processed.

7. Return Shipping

Unless the return is due to an item being incorrectly supplied, defective, damaged, or significantly not as described, the customer is responsible for return shipping costs.

Maison Novaire is not responsible for returns that are lost, stolen, or damaged while being shipped back by the customer.

Customers should use a trackable shipping service and retain proof of shipment.

Where Maison Novaire provides a return shipping label for an approved return, any applicable shipping costs may be deducted from the refund where permitted.

8. Inspection of Returned Items

All returned products are subject to inspection after receipt.

A return is not considered accepted merely because it has been delivered to the return address.

Maison Novaire will assess whether the item satisfies the applicable return conditions, including its condition, packaging, accessories, and overall eligibility.

If an item is returned in a condition that does not meet this policy, Maison Novaire may:

• Decline the return;
• Reduce the refund to reflect diminished value; or
• Return the item to the customer at the customer’s expense, where appropriate.

9. Refunds

Once an approved return has been received and inspected, Maison Novaire will process the applicable refund.

For approved eligible returns, refunds will generally be issued to the original payment method.

For discretionary change-of-mind returns, the refund may be reduced by:

• The applicable restocking and handling fee of up to 20%; and
• Any non-refundable original shipping charges.

Refunds are generally processed within 5–7 business days after the returned item has been received, inspected, and approved.

Once Maison Novaire processes the refund, the customer’s bank or payment provider may require additional time before the funds appear in the account.

10. Order Cancellations

Orders may only be cancelled before shipment processing begins.

Once an order has entered processing or has been shipped, it cannot be cancelled through the cancellation process and must instead follow the applicable return procedure described in this policy.

Submitting a cancellation request does not guarantee that the order can be stopped.

11. Refused, Unclaimed, or Returned-to-Sender Packages

Customers are responsible for providing an accurate and complete delivery address and for accepting delivery of their order.

If a package is refused, abandoned, or returned to the sender because of circumstances attributable to the customer, such as an incorrect address, failure to collect the package, or refusal to accept delivery, Maison Novaire may deduct applicable shipping, return-to-sender, handling, or other non-refundable costs from any refund that may otherwise be available.

A returned-to-sender package does not automatically qualify for a full refund.

12. Delivery Does Not Automatically Mean Acceptance of a Return

Receipt of an order does not create an unrestricted right to return the item.

Returns must satisfy the applicable requirements of this policy, and Maison Novaire may request reasonable evidence where necessary to determine whether a return or product claim is valid.

13. Fraudulent or Abusive Return Activity

Maison Novaire reserves the right to refuse or restrict returns where there is reasonable evidence of:

• Fraudulent activity;
• Repeated or abusive return behavior;
• Product substitution;
• Intentional damage;
• Misrepresentation of an order or product condition; or
• Other conduct intended to obtain an improper refund or financial benefit.

Nothing in this section limits a customer’s rights where applicable law provides otherwise.

14. Chargebacks and Payment Disputes

Customers are encouraged to contact Maison Novaire before initiating a payment dispute so that we have an opportunity to investigate and resolve the matter.

A payment dispute, chargeback, or payment-provider claim does not automatically override this Return & Refund Policy.

Where a customer initiates a chargeback or payment dispute, Maison Novaire may provide the applicable payment provider with relevant transaction records, including order information, customer communications, shipping information, tracking records, delivery confirmation, return records, and other documentation relevant to the transaction and dispute.

Customers remain responsible for complying with the applicable return procedure when seeking a return or refund.

15. Policy and Applicable Consumer Rights

This policy is intended to establish Maison Novaire’s standard return procedures and does not exclude or restrict any mandatory rights or remedies that may apply to a customer under applicable consumer protection laws.

Where applicable law provides a customer with rights that cannot legally be excluded, those rights remain unaffected.

16. Contact Us

For return requests or questions regarding this policy, please contact Maison Novaire through the customer service contact information provided on our website.

When contacting us regarding an order, please include your:

• Order number;
• Full name;
• Email address used for the order; and
• Reason for the return or issue.

Maison Novaire will review eligible requests and provide the appropriate next steps.

Maison Novaire

Return & Refund Policy
Last Updated: August 29, 2026