Refund Policy

Maison Caddy Return & Refund Policy

At Maison Caddy, we are committed to providing practical, stylish, and high-quality tissue holders, soap pumps, sink caddies, kitchen accessories, and home organisation essentials. If something is not right with your order, we will work to resolve it simply, fairly, and transparently.

βœ… Eligibility for a Return or Refund

You may request a return within 14 days of receiving your order, provided that:

  • You contact us within the applicable return period
  • The product is unused
  • The product is in its original packaging
  • The product is in a clean and resellable condition
  • All original accessories, parts, labels, and instructions are included

You may also request assistance if the product received is damaged, defective, incomplete, or different from the product ordered.

🚫 Non-Refundable Items

Unless required otherwise by applicable consumer protection laws, we may not accept returns for:

  • Products that have been used, washed, installed, or altered after delivery
  • Products returned without their original packaging
  • Customised, personalised, or made-to-order products
  • Final-sale products
  • Products clearly marked as non-returnable before checkout
  • Products damaged due to misuse, improper handling, incorrect installation, or excessive force
  • Products missing parts, accessories, labels, or instructions
  • Products returned without prior approval

Discounted products are only considered final sale when this is clearly stated on the product page or during checkout.

πŸ“ How to Request a Return

To request a return, please contact our customer support team and provide:

  • Your full name
  • Your order number
  • The name of the product
  • A brief explanation of the reason for return
  • Clear photographs of the product and packaging where applicable

Please do not send a product back before receiving return approval and instructions from our support team.

πŸ”„ Return & Refund Process

1. Review and Approval

Our team will review your return request and may ask for additional information or photographs where necessary.

Approval of a return request does not automatically guarantee a refund. Returned products must first be received and inspected.

2. Return Instructions

If your return request is approved, we will provide:

  • The correct return address
  • Packaging requirements
  • Shipping instructions
  • Any return reference information that must be included

Return shipping costs are generally the customer’s responsibility unless:

  • The product is defective
  • The product arrived damaged
  • The incorrect product was delivered
  • We confirm otherwise in writing

Customers should use a trackable shipping service and retain proof of postage. Maison Caddy is not responsible for returned products lost or damaged during return transit.

3. Return Packaging

Returned products must be:

  • Securely packed to prevent damage
  • Placed in their original product packaging where possible
  • Returned with all included parts and accessories
  • Clearly marked with the order number or return reference

Products damaged due to insufficient return packaging may not qualify for a full refund.

4. Inspection

Once the returned product is received, our team will inspect it to confirm that it meets the return requirements.

We will notify you whether your return and refund have been approved or rejected.

5. Refund Issuance

If the refund is approved:

  • The refund will be issued to the original payment method
  • Refund processing normally takes 5 to 7 business days
  • Your bank or payment provider may require additional time to display the refund in your account

Original shipping fees are non-refundable unless the product was damaged, defective, incorrect, or otherwise required by applicable law.

πŸ“Œ Important Notes

  • All returns must be approved before being shipped
  • Returned products must be in their original condition
  • Products showing signs of use, installation, washing, damage, or alteration may be rejected
  • Products returned with missing packaging, accessories, or parts may qualify for only a partial refund or may be rejected
  • Shipping charges are non-refundable unless the product is faulty, damaged, or incorrect
  • Excessive, fraudulent, or suspicious return requests may be investigated and declined where legally permitted

πŸ” Exchanges

If you wish to exchange a product, please contact our support team.

Depending on product availability, we may arrange an exchange or ask you to return the original product and place a new order.

❌ Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

An order may be cancelled if the request is received before the order has been processed or dispatched.

Once an order has been shipped, it cannot normally be cancelled and must be handled through the standard return process.

πŸ’¬ Need Help?

We are here to support you throughout the return and refund process.

If you have questions regarding a return, refund, exchange, or cancellation, please visit our Contact Us page.

Our support team will work to keep your Maison Caddy shopping experience smooth, straightforward, and worry-free.