Refund & Returns Policy

_Last Updated: 25/12/2025_

This Refund & Returns Policy sets out the terms on which MAISON RELUXE LTD, a private limited liability company incorporated and registered in the Republic of Cyprus under registration number HE 477492 (the "Company", "we", "us" or "Maison Reluxe"), accepts returns of and issues refunds or store credit for Products purchased through the website https://maisonreluxe.com/ (the "Website"). This Policy should be read together with our Terms of Use and Privacy Policy. Nothing in this Policy excludes, restricts, or otherwise affects any mandatory statutory rights available to consumers under the laws of the Republic of Cyprus or the European Union.

Definitions

For the purposes of this Policy, the following definitions apply:

"Company" refers to MAISON RELUXE LTD, a private company incorporated in Cyprus under registration number HE 477492.

"Website" refers to https://maisonreluxe.com/, including all related subdomains and content.

"User", "you" or "your" refers to any individual or legal entity accessing or using the Website.

"Products" means any goods offered for sale through the Website, including new and pre-owned luxury items such as bags, watches, jewellery and accessories.

"Order" refers to a request submitted by a User to purchase any of the Products through the Website.

"Return" means the physical return of a Product to the Company in accordance with this Policy.

"Refund" means the return of monies paid for a Product to the original payment method or another method agreed with the Company.

"Store Credit" means a credit issued to the value of a returned Product, redeemable against future purchases from the Company, which does not expire and is not exchangeable for cash.

1. Your Statutory Rights

1.1 As a consumer purchasing at a distance through the Website, you benefit from mandatory rights under applicable Cyprus and EU consumer protection law, including Directive 2011/83/EU on consumer rights and Directive (EU) 2019/771 on the sale of goods. These rights include, where applicable, a right to withdraw from an online purchase within fourteen (14) days of receiving the Product, and rights to a remedy where a Product is faulty, damaged, or not as described.

1.2 Nothing in this Policy limits or removes those statutory rights. Where this Policy offers you something more generous than the law requires, the more generous term applies. Where a mandatory statutory right applies, it prevails over any conflicting provision of this Policy.

1.3 Any Product returned to us — whether under your statutory right of withdrawal or under our Store Credit offer — must be returned in the same condition in which it was supplied to you: unworn, unused, and undamaged, with no signs of wear or alteration, and complete with all original packaging, dust bags, boxes, tags, authenticity cards, and accompanying documentation and accessories. Where a Product is returned showing signs of use or handling beyond what is necessary to establish its nature, characteristics, and functioning, we may reduce any refund to reflect the resulting diminution in the Product's value, to the extent permitted by law.

2. Change-of-Mind Returns (Store Credit)

2.1 Maison Reluxe does not offer a cash refund where you simply change your mind about a Product. Instead, where you have changed your mind, we are pleased to offer Store Credit for the full purchase price of the Product — for example, a bag purchased for €1,000 may be returned for €1,000 in Store Credit — provided the conditions in clause 2.2 are met.

2.2 To qualify for Store Credit, the Product must be returned in exactly the same condition in which it was supplied by us: unworn and unused, with no signs of wear, alteration, or damage, and complete with all original packaging, dust bags, boxes, tags, authenticity cards, and any accompanying documentation or accessories.

2.3 Change-of-mind returns must be requested within fourteen (14) days of you receiving the Product. The cost of return shipping for a change-of-mind return is borne by you, the customer. The original delivery charge you paid on the Order, if any, is not refundable on a change-of-mind return.

2.4 Store Credit is issued once we have received the returned Product and confirmed that it meets the condition requirements in clause 2.2. We do not offer partial Store Credit or partial refunds for Products returned in a condition inferior to that in which they were supplied; such Products may be returned to you.

2.5 This clause sets out our commercial goodwill offer and is separate from, and additional to, your statutory right of withdrawal described in clause 1 above.

3. Faulty, Damaged, or Not-as-Described Products

3.1 If a Product arrives faulty or damaged, is not as described in its listing, or is not the Product you ordered, you are entitled to a full refund to your original payment method, and Maison Reluxe will cover all associated costs, including return shipping.

3.2 In these circumstances you will not incur any cost. Where a return is required, we arrange and pay for an insured courier collection.

3.3 Please notify us as soon as reasonably possible after receiving the Product, and in any event within fourteen (14) days of delivery, quoting your Order number and, where relevant, providing photographs of the fault, damage, or discrepancy. This does not affect any longer statutory period available to you in respect of faulty goods.

4. Delivery, Loss, and Damage in Transit

4.1 All Products are dispatched fully insured. Risk of loss or damage to a Product in transit remains with Maison Reluxe until the Product is delivered to you.

4.2 If a Product is lost in transit or arrives damaged, Maison Reluxe will bear all associated costs and will, at your option and subject to availability, arrange a full refund. As each Product is one of one, a like-for-like replacement may not be possible.

5. Authenticity Guarantee

5.1 Every single Product offered by Maison Reluxe is individually inspected and authenticated by us before it is listed for sale. We stand behind the authenticity of every item we sell.

5.2 In the unlikely event that you have a genuine concern regarding the authenticity of a Product, you must contact us and provide a written authentication report from a recognised independent third-party authenticator, obtained within fourteen (14) days of delivery. Where a Product is shown by such a report not to be authentic, Maison Reluxe will provide a full refund to your original payment method together with all return shipping and associated costs.

6. Non-Returnable Products

6.1 The following Products are not eligible for return or Store Credit, save where they are faulty or where a mandatory statutory right applies:

• engraved or otherwise personalised Products;
• Products clearly marked as clearance or final sale;
• watches that have been sized, worn, or otherwise altered after delivery.

6.2 Products offered at a promotional or reduced price (other than clearance or final-sale items under clause 6.1) may be returned on the same Store-Credit terms as full-price Products, subject to the conditions of this Policy.

7. Order Cancellations

7.1 You may cancel an Order at any time before it has been dispatched or made available for collection, and you will receive a full refund to your original payment method.

7.2 Maison Reluxe reserves the right to cancel an Order at its discretion — for example, where a Product is found to have sold simultaneously in store, where a pricing or listing error has occurred, or where a Product does not pass our final pre-dispatch checks. In any such case you will receive a full refund of all sums paid.

8. How to Make a Return

8.1 To start a return, email us at info@maisonreluxe.com quoting your Order number and the reason for your return. Please do not send a Product back before contacting us.

8.2 Maison Reluxe arranges the return courier. Returns are sent using an insured service to the return address we provide to you at the time your return is approved:

Maison Reluxe, Paphos, Cyprus.

8.3 Please ensure Products are returned securely packaged and complete with all original packaging and documentation, so that they reach us in the condition required by this Policy.

9. Refunds and Store Credit — Method and Timing

9.1 Refunds are issued to the payment method used for the original Order. If you would prefer to receive your refund by another method, please contact us and we will endeavour to accommodate your request.

9.2 We process approved refunds and issue Store Credit within fourteen (14) days of receiving the returned Product, or, in the case of a cancellation before dispatch, within fourteen (14) days of the cancellation. The time taken for a refund to appear in your account thereafter depends on your payment provider.

9.3 We do not charge any restocking or handling fee on returns.

10. International Returns

10.1 The terms of this Policy apply equally to Orders delivered outside Cyprus. Where a return involves customs procedures, please contact us before returning a Product so that we can provide the appropriate instructions and documentation.

11. Contact Information

11.1 For any question about returns, refunds, or Store Credit, or to start a return, please contact us at: info@maisonreluxe.com.

12. Changes to This Policy

12.1 The Company reserves the right to amend or update this Refund & Returns Policy at any time by posting the revised version on the Website, with the "Last Updated" date amended accordingly. The Policy applicable to your Order is the version in force at the time your Order was placed.