Return & Cancellation policy
Given the nature of our industry, most items are specially ordered for your project and therefore Maison & CO. relies on our customers to carefully select merchandise based on their needs and specifications before purchase. All Custom and Special Finish Orders (as per the manufacturer) are not eligible for cancellation once order is placed and therefore will not be eligible for return, exchange, or cancellation.
Cancellation of any regular order that has shipped out from the vendor or manufacturer’s location is subject to a cancellation fee which will be no less than 25% of the original price paid for the product unless overwise agreed to in writing by Maison & Co, plus any shipping cost associated with returns to the manufacturer. Maison & Co will provide credit or refund to the customer once credited by the manufacturer.
Customers may return any product which is not a custom or special finish order item if it is in new condition, suitable for resale in its undamaged and unmarked original packaging and with all original parts; and it has not been used, installed, modified, rebuilt, reconditioned, repaired altered or damaged.
No merchandise may be returned without written authorization from Maison & Co Returns Department Representative. A request for written authorization must be requested in writing to firstname.lastname@example.org within 30 days of material and product delivery and must provide pictures that shows actual material or product conditions. All returns must be accompanied with the written return authorization and shipped to Maison & Co within 30 days of the date on the Return Merchandise Authorization.
All returns are subject to a re-stocking fee, which will be no less than 25% of the original invoiced product amount plus freight charges associated with the return and the applicable opened box restocking fee (if is the case), unless overwise agreed to in written by Maison & Co.
Delivery (including shipping charges) to Maison & Co of undamaged / returned product is the responsibility of the customer. No credit will be issued on damaged product (outside of verified concealed damage) and the customer will be advised with pictures of the damage so they may file a freight claim with their chosen shipping company. Maison & Co will issue the appropriate credit within 30 days of receipt of the undamaged product.
Maison & Co will only credit or refund the customer once credited by the manufacturer. In most cases Maison & Co will issue the appropriate credit within 30 days of receipt of the undamaged product. If manufacturer denies credit, Maison & Co reserves the right to deny credit to the customer.
If the merchandise is non-conforming upon delivery (e.g., damaged, defective, or not as ordered), the Customer will advise in writing to Maison & Co within 48hrs of receiving and will provide proof if needed or requested and allow Maison & Co a reasonable period to cure the non-conformity. Anything reported after 48 hours of receipt of material will no longer fall under the responsibility of Maison & Co.
If Maison & Co fails to cure the non-conformity within a reasonable time, Customer may return the non-conforming merchandise without restocking fees but with the written authorization included.