Refund Policy
Refund Policy
RETURNS
Items provided by maisonathome.com are new and guaranteed against any defects. They are identical to those in traditional commerce and come from all referenced publishers and suppliers.
Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately, we can't offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Faulty Items:
The customer must return new or unused items in their entirety and in their original packaging, intact, with all accessories, user manuals, and documentation (in its original cellophane packaging and with the corresponding invoice). In such a situation, the buyer must send proof of the defect(s) to info@helissence.com
(description and attached photos/videos).
To complete your return, we also require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer; we will provide you with instructions on the next steps once your case is accepted according to our conditions. There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
- Any item returned more than 14 days after delivery.
Refunds (if applicable)
Once your returned item is received and inspected, we will send you an email to notify you that we have received it. We will also inform you of our decision regarding the approval or rejection of your refund request.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or Missing Refunds (if applicable)
If you haven't received your refund yet, please check your bank account again.
Then contact your credit card company, as there may be some processing time before your refund is officially posted.
Next, contact your bank. There is often some processing time required before a refund is posted.
If after completing all these steps you still have not received your refund, please contact us at info@helissence.com
Discounted Items (if applicable)
Only regular priced items may be refunded. Unfortunately, discounted and/or promotional items are not refundable.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If in this case you want to exchange it for the same item, send us an email at info@helissence.com
Shipping
You will be responsible for paying for your own shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive the item you return to us.
No cash-on-delivery shipments will be accepted, for any reason.
Right of Withdrawal
In the event of exercising the right of withdrawal, helissence.com is obligated to refund the amounts paid by the customer, free of charge, except for the return costs. The refund is due within a maximum period of 14 days from the date of receipt of the returned package(s). If this period expires on a Saturday, Sunday, or a public holiday, it is extended until the next working day.
However, the right of withdrawal does not apply to the following purchases:
- Goods that you have opened and are non-returnable for reasons of hygiene or health protection
- Goods inseparable from other items
- Opened goods that are not in their original condition, damaged, or missing parts for reasons not due to our error.
Cancellation
Cancellations will only be accepted for orders that are still in the process of shipment.