Refund policy
We hope you love your Maison Lune purchase. If you change your mind, you may request a return within 30 days of receiving your order.
Change-of-mind returns
To be eligible for a change-of-mind return, the item must be:
- Unused, unworn and unwashed
- In its original condition and packaging
- Complete with all original tags and labels attached
- Free from marks, stains, damage, odours and pet hair
- Accompanied by your order confirmation or other proof of purchase
To request a return, please contact us at sales@maisonlune.co.nz before sending your item. If your return is accepted, we will provide instructions and the return address.
Items returned without prior approval may not be accepted.
Customers are responsible for the cost of returning change-of-mind items. We recommend using a tracked delivery service, as Maison Lune cannot be responsible for returns that are lost or damaged in transit.
Original delivery charges are not refundable for change-of-mind returns.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or different from what you ordered. Please include your order number and photographs showing the issue so we can assess it and put things right.
Where an item does not meet the guarantees set out in the New Zealand Consumer Guarantees Act 1993, you may be entitled to a repair, replacement or refund. Any remedy will be provided in accordance with the Act and at no additional cost to you.
Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Items not eligible for change-of-mind returns
We do not accept change-of-mind returns for:
- Items that have been used, worn, washed or damaged after delivery
- Items without their original packaging, tags or labels
- Personalised, custom-made or special-order products
- Gift cards
- Clearance or final-sale items
The above exclusions do not apply where an item is faulty, damaged, incorrectly supplied or otherwise covered by the Consumer Guarantees Act 1993.
Exchanges
We do not currently offer direct exchanges. If you would like a different item, colour or size, please return the original item in accordance with this policy and place a new order.
Refunds
Once we receive and inspect your return, we will let you know whether it has been approved.
Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed. Your bank or card provider may require additional time for the funds to appear in your account.
If more than 15 business days have passed since we confirmed your refund, please contact us at sales@maisonlune.co.nz.
Contact us
If you have any questions about a return or refund, please contact:
Maison Lune Ltd
Email: sales@maisonlune.co.nz