Refund policy

Effective for all orders placed on maison1952.com

At Maison 1952, we want you to love your towels. If something isn't right, here's how returns and refunds work.

Return window

You have 14 days from the date your order is delivered to request a return. Requests made after 14 days can't be accepted.

Condition required

To be eligible for a return, items must be:

  • Unused, unwashed, and in the same condition you received them
  • In their original packaging, with all tags attached
  • Carrying the return label, fully intact and unremoved

All three conditions must be met. Items that have been used, washed, or altered cannot be accepted back, for hygiene and quality reasons.

The return label

Every item ships with a return label attached. It must still be attached and undamaged when the item reaches us.

An item returned with a return label that has been cut, torn, removed, re-attached or otherwise tampered with is not eligible for a refund, a replacement or store credit, whatever condition the rest of the item is in. This applies however the return was approved and whatever reason was given for it.

Please leave the label in place until you are certain you are keeping the item. It is how we tell an unused item apart from a used one, and it is what allows us to offer money back on a change of mind anywhere in the world.

How to start a return

Email customercare@maison1952.com with your order number and the reason for the return. We'll confirm your eligibility and send you the return address and instructions.

Do not send items back without contacting us first — returns sent without a confirmed request may be delayed or refused.

Who pays for return shipping

The customer is responsible for arranging and paying the cost of returning an item, except where the item was damaged, defective or incorrect.

  • Change of mind, or wrong size or colour selected: you arrange and pay for the return shipping. We do not issue prepaid return labels, and we cannot deduct the return cost from your refund or reimburse it afterwards.
  • Damaged, defective, or wrong item received: Maison 1952 covers the return shipping cost, and you receive a full refund to your original payment method.

Returns are sent at your own risk until they reach us. Please use a trackable service and keep the receipt — we cannot issue a refund or credit for an item that is lost or damaged in transit back to us, and proof of postage alone is not proof of delivery.

For international returns you are also responsible for any customs charges, duties or handling fees raised on the return shipment. Please mark the parcel clearly as a returned item. Parcels sent to us with charges payable on arrival will be refused.

Refunds

You get your money back, wherever you are.

Returns requested within 14 days of delivery and meeting all three conditions above — unused, original packaging with tags, return label intact — are refunded to your original payment method, not store credit.

  • If your item arrived damaged, defective, or incorrect, you'll receive a full refund to your original payment method once we've confirmed the issue, including what you paid for delivery, or a free replacement if you prefer.
  • If you're returning an item because you changed your mind, you'll receive a refund of the price of the item to your original payment method, issued once we've received and inspected the return. Original delivery charges are not refunded in this case.
  • If you would rather have store credit, tell us and we will issue it instead. Store credit has no expiry and can be used on any future order.

Please allow up to 5–7 business days after we receive your return for it to be inspected and processed. Once approved, refunds are issued immediately and typically appear on your statement within a further 3–10 business days, depending on your bank.

Your legal right to cancel — European Union and United Kingdom

If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to cancel this contract within 14 days without giving any reason. In the EU this right comes from the Consumer Rights Directive (2011/83/EU) as implemented in your country. In the UK it comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This is a right given to you by law. Nothing in this policy and nothing in our Terms of Service limits it, and where anything above differs from this section, this section is what applies to you.

The cancellation period ends 14 days after the day on which you, or a person you nominate, takes physical possession of the goods. Where an order arrives in more than one parcel, it ends 14 days after the last parcel arrives.

To cancel, tell us clearly before that period ends — email customercare@maison1952.com with your order number. A clear statement is enough; you do not have to give a reason and you do not have to use any particular form. You then have a further 14 days from telling us to send the goods back.

What you get back. We refund the price of the goods and the standard outbound delivery cost you paid. If you chose a delivery option more expensive than our standard one, we refund the standard cost. Refunds go to the payment method you used, at no charge to you, within 14 days of the day we are told you are cancelling — though we may wait until the goods are back with us or you have shown proof of posting, whichever comes first.

What you pay. You bear the direct cost of returning the goods.

Condition of the goods. This legal right does not require the goods to be unused. You may examine and handle them as you reasonably would in a shop. Where handling goes beyond that and reduces their value — including where tags, packaging or the return label have been removed or destroyed — we may deduct from your refund an amount reflecting the value lost. This is a deduction, not a refusal.

These rights are in addition to your legal rights in respect of goods that are faulty or not as described.

Non-returnable items

  • Items marked Final Sale or purchased during a clearance or sale event
  • Any item not in its original, unused condition

Consumers in the EU and UK retain their statutory cancellation rights in respect of these items where the law requires it.

Damaged or wrong item?

If your order arrives damaged or you received the wrong item, contact us within 48 hours of delivery at customercare@maison1952.com with your order number and a photo of the issue. We'll sort it out quickly with a replacement or full refund — no need to go through the standard return process.

Faulty goods

If a product develops a fault that was present when you received it, contact us. Where the law of your country gives you a right to repair, replacement or refund for faulty goods, that right applies regardless of the 14-day window above.

International orders

This policy applies to all orders, domestic (UAE) and international alike. Given the distances involved, a trackable courier is strongly recommended for any return sent from outside the UAE.

Questions

Reach us anytime at customercare@maison1952.com.

 

Maison 1952 is a brand of Sonrisa International OÜ, a company registered in Estonia (registry code 17467587), registered office Parda tn 8, 10151 Tallinn, Estonia. Our Estonian registered office is not a returns address — please email us first and we will send you the correct one.

This policy may be updated from time to time. Changes apply to orders placed after the update date.