Refund policy
Returns are free of charge — both from EU and non-EU countries.
Returns from the European Union — 3 steps:
- Within 14 days of receiving your order, send a withdrawal declaration to support@maisonachi.com (you may use the withdrawal form — available below, but it is not obligatory).
- You will receive a free return label with packing instructions.
- Dispatch the parcel within 14 days. Warehouse address on the label: Dziupla Self Storage, ul. Wrotkowska 2, 20-469 Lublin, Poland, UNITY PRIME GROUP.
Returns from outside the EU (Switzerland, Liechtenstein, Norway, the United Kingdom, Ukraine):
- Within 14 days, send a withdrawal declaration to support@maisonachi.com.
- You will receive a free return label and customs documents marked "returned goods" — this way the parcel is not subject to customs charges again. Please do not ship the parcel yourself before receiving the instructions.
- Dispatch the parcel at the carrier’s service point within 14 days.
Trying on: Within 14 days you may inspect the product as in a physical store — including trying it on and walking on a clean indoor surface. Footwear showing outdoor use, scratches or abrasions cannot be returned (the customer is liable for any diminution in value).
Refund: Within 14 days of receiving the withdrawal declaration, via the original payment method. We may withhold the refund until we receive the product or proof of its dispatch.
Complaints (statutory warranty): We are liable for the conformity of goods with the contract for 2 years from delivery. If your product has a defect, write to support@maisonachi.com with your order number, a description of the defect and photos. We will respond within 14 days. If the complaint is accepted, you may request repair or replacement, and where this is not possible — a price reduction or a refund. We cover the cost of returning the defective product. Details — in the Terms and Conditions.
