Refund Policy
At Maison Maye Montréal, we want you to feel confident about every purchase. If an item is not quite right, you may request a return within 30 days of receiving your order.
Your return must be requested and shipped back within this 30-day period.
Return Eligibility
To qualify for a return, the item must:
- Be unworn, unused, and unwashed
- Be free from stains, perfume, makeup, or signs of wear
- Have all original tags attached
- Be returned in its original packaging
- Include your receipt or other proof of purchase
Items that do not meet these conditions may be declined.
Starting a Return
To request a return, contact us at:
Please include your order number, the item you wish to return, and the reason for your request. Do not send an item back before receiving return instructions from us.
Return Shipping
Maison Maye Montréal does not currently provide free return shipping. Customers are responsible for the cost of sending returned items back to us, except where the item received is defective, damaged, incorrect, or where applicable law requires otherwise.
We strongly recommend using a tracked shipping service and retaining your shipping receipt until your return has been completed. Maison Maye Montréal cannot be held responsible for return parcels that are lost or damaged in transit.
Original delivery charges are not normally reimbursed unless required by law or the return is due to an error on our part.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
Contact us immediately at info@maisonmaye.com if your item is damaged, defective, or different from what you ordered. Include your order number and clear photographs of the item and packaging so that we can assess the issue and provide an appropriate solution.
Items That Cannot Be Returned
For hygiene, safety, or customization reasons, certain items may not be eligible for return, including:
- Personalized or custom-made products
- Gift cards
- Personal-care or beauty products
- Items marked as final sale
- Items that have been worn, washed, altered, or damaged after delivery
- Products with removed tags or missing original packaging
Additional exclusions may apply where permitted by law. Contact us before ordering when you are uncertain whether a particular item can be returned.
Sale Items
Unless clearly marked as final sale, discounted items may be returned under the same conditions and within the same 30-day period as full-price items.
Final-sale items cannot be returned unless they arrive damaged, defective, or incorrect, or unless applicable law provides otherwise.
Exchanges
We do not process direct exchanges.
The quickest way to receive another size, colour, or product is to return the original item and place a new order separately. This helps ensure that your preferred replacement does not sell out while your return is being processed.
European Union Cooling-Off Period
Customers receiving an order within the European Union generally have a statutory right to withdraw from an eligible online purchase within 14 days of receiving the goods, without needing to provide a reason. This legal right is separate from and does not reduce our broader 30-day return period. Certain products are excluded by law.
Returned products must still be handled appropriately and sent back in accordance with the applicable legal requirements.
Return Approval and Reimbursement
Once we receive your return, we will inspect it and notify you whether it has been approved.
When approved, the amount due will be returned to your original payment method within 10 business days. Your bank, card issuer, or payment provider may require additional time to display the transaction in your account.
Please contact us at info@maisonmaye.com if more than 15 business days have passed since we confirmed approval of your return.
Québec Consumer Rights
Our 30-day return policy applies to voluntary returns of eligible products. It does not limit any mandatory rights you may have under Québec consumer-protection law, including rights relating to defective goods or specific circumstances in which an online purchase may legally be cancelled. Québec merchants that publish a return policy are expected to follow its stated terms.
Contact
For questions about a return, contact:
Maison Maye Montréal
Email: info@maisonmaye.com