Refund policy

Maison Solis Return & Refund Policy

At Maison Solis, we're committed to offering thoughtfully curated homewares and decor pieces designed to elevate your space. We want your shopping experience with us to feel seamless, transparent, and enjoyable from start to finish.

30-Day Returns

We offer a 30-day return policy for eligible items in exchange for store credit.

If you're not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.

Return Conditions

To be eligible for a return:
- Items must be unused, uninstalled, and in original packaging
- Products must be returned in resalable condition
- Custom-made, made-to-order, and personalised items are not eligible for return
- Return shipping costs are the responsibility of the customer unless the item is faulty or arrives damaged
- A 15% restocking fee may apply to approved returns to cover initial shipping and handling costs

To request a return, please contact our team at orders@lamaisonsolis.com with your order number and reason for return.

Please do not send any returns without prior approval, as unauthorised returns may be rejected.

Faulty Items

Under Australian Consumer Law, all products sold by Maison Solis are covered by consumer guarantees.

If you believe your item is faulty, please notify us within 7 days of delivery by emailing orders@lamaisonsolis.com with:
- Your order number
- Photos or videos showing the issue
- A brief description of the fault

If the issue cannot be resolved, we may offer a repair, replacement, store credit, or refund where applicable.

Damaged Deliveries

If your order arrives damaged during transit, please contact us within 7 days of delivery and include:
- Photos of the outer packaging
- Photos of internal packaging
- Photos of courier and product labels
- Clear images or videos of the damage
- Your order number

Please do not install or dispose of damaged items or packaging until your claim has been reviewed.

Our team will assess the issue and work with you to provide an appropriate resolution, which may include:
- Replacement of the item
- Repair (where applicable)
- Partial refund, store credit, or full refund depending on the severity of the damage

Non-Returnable Items

The following items are not eligible for return:
- Custom-made or made-to-order products
- Pre-order items
- Clearance or sale items
- Hygiene-related items including bedding, towels, rugs, and soft furnishings
- Items that have been used, installed, altered, or damaged after delivery

Incorrect or Missing Items

If you receive an incorrect item or your order is incomplete, please contact us within 7 days of delivery at orders@lamaisonsolis.com.

Please include:
- Your order number
- Photos of the item received
- A brief explanation of the issue

We'll work quickly to resolve the matter.

Return Process

To begin a return request, please email orders@lamaisonsolis.com with:
- Your order number
- Reason for return
- Supporting photos or videos if applicable

Once approved:
- Return instructions will be provided
- Approved returns must be shipped within 5 days
- Items must be returned in original condition and packaging

Maison Solis reserves the right to refuse returns that arrive used, damaged, or without suitable packaging.

Refunds & Store Credit

Where applicable, refunds will be processed back to the original payment method within 5 business days of approval.

Depending on the circumstances, Maison Solis may offer:
- Replacement products
- Store credit
- Partial refunds
- Full refunds

Natural Variations & Product Disclaimer

Many of our products are handcrafted or made from natural materials including stone, timber, travertine, marble, rattan, linen, and ceramic.

As a result, slight variations in:
- Colour
- Texture
- Grain
- Pattern
- Finish
- Size

are considered part of the product's natural character and are not regarded as faults.

Please also note that some imported lighting products may require plug adapters or installation adjustments. Product specifications will be listed where applicable.

If you have any questions before purchasing, our team is always happy to assist.

For any further questions regarding returns, refunds, or product concerns, please contact us at orders@lamaisonsolis.com.