Returns and Exchanges Policy

 

At Maison Underwear, we value our customers’ satisfaction
If you are not satisfied with your purchase, we offer a clear and transparent process for exchanges and returns

Circumstances for Exchange or Return

Change of mind (cooling-off/repentance) You may request a return within the legal period if the product does not meet your expectations

Manufacturing defects If the item is defective upon receipt

Incorrect or damaged order If you receive an incorrect, damaged, or defective item

Size exchange If you received a different size than requested or the product does not fit

General conditions (intimate apparel)

Because our products are intimate garments such as bras, panties, and lingerie sets, returns and exchanges are accepted only if items are unused, unwashed, undamaged, with hygiene seals intact, and in original packaging with all tags and accessories

Shipping Costs

Our error or confirmed defect Maison Underwear covers all shipping costs for return and reshipment

Change of mind or repentance Return shipping may be the customer’s responsibility depending on local legislation

Methods of Refund

Credit card chargeback Processing time depends on the card issuer and usually takes up to 10 business days after approval

Bank transfer where applicable Processed within 10 business days only to an account in the name of the purchaser

Original payment method Whenever possible refunds are issued to the same method used in the purchase

How to Request an Exchange or Return

Email support@maisonunderwear.com or Instagram: maison.underwear

Full name
Order number
Purchase email address
Reason for exchange or return
Photos or videos showing the issue if applicable

Exchange and Return Process

Request received Our team evaluates your request and replies within 3 business days

Return label If applicable we send you a prepaid label and instructions

Packaging and shipping You must properly package and ship the product within the indicated timeframe

Analysis and processing After we receive the item we inspect it to approve the exchange or return

Conclusion
Exchange We ship the replacement item and provide a tracking code
Refund We finalize the refund according to the original payment method and timelines above

Cooling-Off or Repentance Period

You may withdraw from the purchase within 7 calendar days of receiving the product in accordance with consumer protection laws

The product must be returned in its original packaging without signs of use and with all items included

In Case of Manufacturing Defect or Problem

Send an email with evidence photo or video of the defect and order details to support@maisonunderwear.com

We will send you a return label if applicable

After confirmation of the defect
Refund The amount will be processed within up to 30 business days
Exchange A new product will be shipped within 15 to 30 business days

Contact

For more information or assistance please contact our support team at support@maisonunderwear.com  or  Instagram: maison.underwear