Maison Heritage Return & Refund Policy
We hope you love your Maison Heritage purchase, but if something isn’t quite right, we’re here to help.
Return Window
You may request a return within 14 days of receiving your order. After this 14-day period, we are unable to accept returns or issue refunds.
Return Costs
All return shipping and handling costs — including any customs or import fees — are covered entirely by the customer.
However, if an item arrives faulty or incorrect, Maison Heritage will take full responsibility and cover all associated costs.
Eligibility for Return
Items must be in new, unworn, and unwashed condition.
Original tags and packaging must be intact.
Items must be free from makeup, perfume, or other signs of wear.
Returns that do not meet these standards may be declined or partially refunded at our discretion.
Non-Returnable Items
For hygiene and safety reasons, the following items are final sale and non-returnable:
Accessories (including jewelry and hair pieces)
Bodysuits, lingerie, swimwear, hosiery, and socks
Items marked Final Sale or discounted by 20% or more
Refunds & Replacements
We offer refunds or replacements in the following situations:
Damaged or Defective Items – If your order arrives damaged or with a manufacturing defect, we will arrange a replacement or refund. Please provide clear photos of the issue within 7 days of delivery.
Incorrect Item Sent – If the wrong product was delivered, we will replace or refund at no additional cost.
Lost in Transit – If your order does not arrive within the expected delivery timeframe and is confirmed lost by the carrier, we will issue a refund or reship your item.
How to Start a Return (Step-by-Step)
Email us within 14 days:
Contact our Client Team at
heritage.clientteam@gmail.com
with the following:
Order number
Item(s) you wish to return
Reason for the return
Photos if the item is damaged/defective or incorrect
Wait for approval:
We’ll review your request and, if approved, send you a Return Authorization (RMA) and the return address details.
Items sent back without prior approval will not be accepted.
Prepare your parcel:
Ensure items are new, unworn, unwashed, and include all original tags and packaging. Place the RMA number inside the parcel (or write it clearly on the outside label).
Ship with tracking:
Use a trackable courier of your choice. Return postage and any customs/handling fees are the customer’s responsibility.
Reply to the approval email with your tracking number once shipped.
Refund processing:
Once your return is received and approved, we’ll issue a refund to your original payment method within 5 business days and email you a confirmation.
Important: Do not send items to the “sender” address printed on your parcel.
Refunds
Once your return is received and approved, your refund will be issued to your original payment method within 5-10 business days. You’ll receive a confirmation email once the refund has been processed. Please note that banking times may vary depending on your provider.
Important Information
Items sent back without prior authorization will not be accepted.
Returns based on size, fit, color preference, or change of mind are not considered product faults.
Exchanges are not available; a new order can be placed once your refund is completed.
Please do not send items to the address printed on your parcel. We do not accept returns without prior authorisation.