Refund policy

1. Nature of the Items

All items offered are vintage or antique pieces. They may show signs of age, patina, prior use, and historical wear consistent with their nature.

Such characteristics are inherent and are not considered defects.

Each item is described and photographed carefully. Buyers are encouraged to review all information prior to purchase.

2. European Union – Right of Withdrawal (14 Days)

If you are a consumer located in the European Union, you have the statutory right to withdraw from your purchase within 14 calendar days from the date of delivery, without providing a reason.

To exercise this right:

  • You must notify us in writing within 14 days of delivery.
  • The item must be returned within 14 days following your withdrawal notice.

Conditions of Return

  • The item must be returned in the same condition as delivered.
  • It must be packed securely and appropriately for transport.
  • The buyer is responsible for return shipping costs.
  • The return shipment must be fully insured and trackable.
  • The buyer remains responsible for the item until it is received by us.

The buyer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the item.

Refunds are issued only after the item has been received and inspected.

Original outbound shipping costs are refundable only to the extent required by applicable EU law.

3. Customers Outside the European Union

For customers located outside the European Union, all sales are considered final except in the cases described in Section 4 below.

Any discretionary return outside the EU is subject to prior written approval and the conditions outlined in this policy.

4. Damaged or Materially Not as Described Items

Returns are accepted in all jurisdictions if:

  • The item arrives damaged during transit, or
  • The item materially differs from its description.

Inspection & Notification

The buyer must inspect the package and item immediately upon delivery.

If the outer packaging appears damaged, opened, or compromised:

  • The buyer should note the damage in writing with the carrier at the time of delivery (e.g., written reservation on the delivery receipt), and
  • Take clear photographs of the external packaging before opening.

If the item is found to be damaged or materially not as described:

  • The buyer must notify us within 5 calendar days of delivery, and
  • Provide clear photographs of:
    • the item,
    • the damage or discrepancy,
    • the internal packaging, and
    • the external packaging.

Failure to document visible damage with the carrier at the time of delivery may affect the outcome of the insurance claim process.

All shipments are fully insured, and we will assist in coordinating claims where applicable.

If a claim is approved:

  • Return shipping arrangements will be coordinated or approved by us.
  • The buyer will not bear return shipping costs related to the approved claim.

5. Customs Duties & Import Taxes (DDP Shipments)

All international shipments are sent on a Delivered Duty Paid (DDP) basis where applicable. Import duties, taxes, and brokerage fees are collected at checkout and remitted to customs authorities via the carrier.

In the event of:

  • Withdrawal under EU statutory rights, or
  • An approved return due to transport damage or material misdescription,

the refund will include the item price and original outbound shipping costs where applicable.

Import duties, taxes, and brokerage fees will be refunded only to the extent that such amounts are recoverable from the relevant customs authorities or carrier.

Where duties or taxes are non-recoverable once declared and paid, those amounts are non-refundable unless otherwise required by applicable law.

We will make reasonable efforts to initiate recovery procedures where available.

6. Non-Returnable Situations

Returns are not accepted for:

  • Change of mind (outside EU statutory withdrawal rights)
  • Subjective appreciation
  • Normal signs of age and wear consistent with vintage or antique condition
  • Sale items
  • Gift cards

7. Return Shipping & Risk

Unless the return is due to confirmed transport damage or material misdescription:

  • The buyer is responsible for return shipping costs.
  • The return must be fully insured.
  • The buyer assumes responsibility for the item until received by us.

We reserve the right to refuse a refund or deduct from the refund if the item is returned damaged due to inadequate packaging or handling beyond necessary inspection.

8. Refund Processing

Once the returned item (if applicable) has been received and inspected:

  • Refunds are issued to the original payment method.
  • Processing times may vary depending on the payment provider.

We reserve the right to deduct:

  • Direct costs incurred, and/or
  • Any loss in value resulting from handling beyond what is necessary to assess the item.

Refunds are issued only after eligibility has been confirmed.

9. Contact

For return requests, withdrawal notices, or damage claims:

sales@maisonlunecollection.com