Returns Policy - maisonandwhite.com
We want to ensure you are always happy when shopping with us, but just in case there is a problem, we gladly offer returns and exchanges as per our returns policy below:
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Consumer Contract Regulations 2014 (ICAC) you can do so provided you inform us of your decision within 14 days of receipt. The item must be unused, in the original packaging and with all accessories and documentation when returned to us.
On receipt we will refund the purchase price of the goods. Please email us to obtain a Return Authorisation Number to return unwanted goods. For unwanted items, you are responsible for paying the postage costs.
Faulty Upon Arrival
You have 30 calendar days from receipt of your order in which to inspect the goods and advise us if they were faulty upon arrival. During this initial 30 day period you are covered by our quality guarantee in addition to your normal rights and will qualify for a replacement, a partial refund or a full refund.
We may require you to return the faulty items, in the original packaging and with all accessories and documentation, in order to process your refund or replacement. We will cover the costs incurred for returning the item or provide a freepost label. With a faulty item, once received, we will issue your replacement or refund you via your original payment method and reimburse your reasonable return carriage costs.
Faulty Upon Use
In the event that an item develops a fault more than 30 days after receipt, we will do our best to assist you. In line with our manufacturer’s warranty, for up to 24 months after the purchase date we may be able to arrange a replacement, a partial refund or a full refund. We may also cover the costs incurred for returning the item - this must be arranged prior to the return.
You won't be able to get a replacement or refund if the fault is due to normal wear and tear or the goods have lasted for as long as you can reasonably expect. Wear and tear includes (but is not limited to) faults caused by accidental damage (including water damage), using the product outside of the intended use or against manufacturers instructions, damage caused by pets or external factors, or simply the physical deterioration over time from wearing or using the product.
Unless we have provided you with a prepaid label, you will need to pay the return postage. We would recommend you use a recorded delivery service and retain proof of postage. Your parcel is your responsibility until it reaches us. We cannot accept liability for goods that get lost or damaged in transit back to us.
All items must be returned to us in their original condition unless we are previously notified as to why they are not. With this in mind, please follow the instructions above - failure to do so may result in us being unable to accept your return.
If you have any queries please do not hesitate to contact our Customer Services Team who will be more than happy to help.