Refund policy

At Maison Duelle, we aim to ensure that you are fully satisfied with your purchase. If for any reason you are not satisfied, you may request a return in accordance with the conditions outlined below.

To be eligible for a return, items must be unused, unopened, and in the same condition as received, including their original packaging. Proof of purchase is required.

All returns must be requested in advance by contacting us at bonjour@maisonduelle.com. Once your request has been reviewed and approved, you will receive instructions on how to proceed. Returns sent without prior authorization will not be accepted.

Return shipping costs are the responsibility of the customer and are non-refundable.

Damages and issues 

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, you must contact us without delay at bonjour@maisonduelle.com so that we can assess the issue.

In such cases, we will initiate an investigation with the shipping carrier. Resolution times may vary depending on the carrier’s process.

Exceptions / non-returnable items

We do not accept returns for items that have been opened or used. In addition, customized or personalized products, if applicable, are non-returnable.

Gift cards are non-refundable.

If you are unsure whether your item is eligible for return, please contact us prior to making a request.

Exchanges 

We do not offer direct exchanges. If you wish to obtain a different item, you must return the original item (if eligible) and place a new order.

European Union 14 day cooling off period

If you are located within the European Union, you have the legal right to withdraw from your purchase within fourteen (14) days of receiving your order, without providing any reason.

To exercise this right, you must notify us within this period by contacting bonjour@maisonduelle.com.

Returned items must meet the return conditions stated above. Once your withdrawal request has been approved, you will receive instructions on how to return your item.

 

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If the return is approved, your refund will be issued to your original payment method within approximately ten (10) business days. Please note that your bank or payment provider may require additional time to process the refund.

Shipping costs are non-refundable.

If your order is returned due to failure to collect the shipment or an incorrect address, any re-shipping will be subject to additional shipping charges.