RETURN POLICY

Order Confirmation and Acceptance of Policy

By placing an order with Maison Azéra, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you acknowledge that:

• You have reviewed and accepted the conditions outlined in this policy.

• You agree to follow the return procedures described below.

• In the event of a payment dispute, chargeback, or claim, this policy, together with order records, tracking information, and communication history, may be used as supporting evidence.

Returns

Customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, provided that the eligibility requirements below are met.

Return Eligibility

To qualify for a return, items must meet all of the following conditions:

• The product must be unused and in its original condition.

• The item must not show signs of wear, washing, alteration, or damage caused after delivery.

• All original packaging, labels, and accessories must be included.

• The product must only have been handled as reasonably necessary to inspect its nature and characteristics.

• Return shipping costs are the responsibility of the customer unless otherwise required by applicable law.

Maison Azéra reserves the right to deny any return request if the returned item does not meet these requirements.

Once a return is received and inspected, processing typically takes up to 7 business days.

How to Request a Return

To start a return request, please contact our support team within 30 days of delivery.

Email: info@maisonazera.com

Please include the following information:

• Full name

• Order number

• Shipping address

• Reason for the return request

• Photos of the product if it is damaged, defective, or incorrect

After reviewing your request, we will provide return instructions if your return is approved.

Important

• Do not send products back without prior authorization.

• Unauthorized returns may be delayed, refused, or returned to the sender.

• We strongly recommend using a tracked shipping service and retaining proof of postage until the return process has been completed.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please notify us within 48 hours of delivery.

Contact us at:

info@maisonazera.com

Please provide:

• Your order number

• A description of the issue

• Clear photographs or video evidence showing the problem

Once the issue has been verified, we may, at our discretion:

• Send a replacement item;

• Offer a refund;

• Provide an alternative resolution where appropriate.

In some situations, returning the defective product may not be necessary.

Replacement orders are generally processed within 7–14 business days, depending on product availability.

Lost Packages

If your order appears to be lost during transit, please contact us as soon as possible.

Provide:

• Your order number

• Tracking information

• Any relevant delivery details

We will work with the shipping carrier to investigate the shipment and determine the appropriate resolution.

If the carrier confirms that the package has been lost, we may issue a replacement or refund, depending on the circumstances.

Undeliverable, Refused, or Unclaimed Shipments

If an order is:

• Refused upon delivery;

• Returned because of an incorrect address provided by the customer;

• Left unclaimed by the recipient;

any refund issued may be reduced by the shipping, handling, administrative, and return processing costs incurred by Maison Azéra.

Order Cancellations

Customers may request cancellation of an order before it has entered the fulfillment or shipping process.

To request a cancellation, contact:

info@maisonazera.com

Once an order has been processed or dispatched, cancellation may no longer be possible. In such cases, the order must be delivered before a return request can be submitted according to this policy.

Refunds

After receiving and inspecting an approved return, we will notify you of the outcome.

If approved, refunds will be issued to the original payment method used during checkout.

Please note:

• Processing times may vary depending on your payment provider or financial institution.

• Original shipping charges are non-refundable unless otherwise required by law.

• Return shipping expenses remain the responsibility of the customer unless the return results from our error.

Chargebacks and Payment Disputes

If you experience any issue with your order, we encourage you to contact us directly before initiating a chargeback or payment dispute.

Our customer support team is committed to resolving concerns quickly and fairly.

If a chargeback or dispute is filed, Maison Azéra may provide supporting documentation to the payment provider or financial institution, including:

• Order confirmations

• Shipping and tracking records

• Delivery confirmations

• Communication records

• Product photographs and related evidence

Submitting a chargeback without first contacting us may significantly delay the resolution process.

Additional Information

Please note the following:

• Returned products may be sent to one of our designated fulfillment or processing facilities, depending on the return instructions provided.

• Maison Azéra is not responsible for shipping delays caused by customs inspections, carrier disruptions, weather conditions, or circumstances beyond our control.

• Products returned in an unsanitary, used, damaged, or altered condition may not qualify for a refund.

• Customers are responsible for ensuring returned items are packaged securely to prevent damage during transit.

Contact Us

If you have any questions regarding this Return & Refund Policy or need assistance with a return request, please contact our Customer Support Team.

Maison Azéra
Email: info@maisonazera.com

We are happy to assist you and will do our best to respond as quickly as possible.