Refund Policy

1. Right of Withdrawal

1.1. A Customer who is a consumer has the right to withdraw from the sales contract within 30 calendar days from the date of receiving the goods, without giving any reason, in accordance with our extended return policy (substantially exceeding the statutory 14 days).

1.2. To exercise the right of withdrawal, the Customer must inform the Store of the decision in the form of a written statement sent to the e-mail address: info@maisonreeve.com before the expiry of 30 days from receiving the goods.

1.3. The right of withdrawal does not apply in cases specified in Art. 38 of the Consumer Rights Act, including:

• Personalized products or items made to individual order.
• Perishable products (e.g. food).
• Hygiene or health products unsealed after delivery (e.g. cosmetics).
• Products in sealed packaging that have been opened (e.g. CDs, games).

2. Return Conditions

2.1. Return of goods is possible if:

• The goods have not been used, damaged, or altered in a way that diminishes their value.
• The goods are in their original, undamaged packaging (if originally supplied with packaging).
• Proof of purchase (e.g. order confirmation) is included with the shipment.

2.2. The Store may refuse to accept a return if the above conditions are not met.

2.3. The Customer, as the importer of the goods, bears responsibility for all customs formalities related to the return, unless the supplier uses the IOSS system. Information on return costs is provided prior to placing the order.

3. Return Costs

3.1. The costs of returning the goods in connection with contract withdrawal are borne by the Customer, including any customs duties, unless the Store expressly agrees to a different solution in an individual case.

Return address (Logistics center):

• Name: Zhou Yifeng
• Street: No. 49, Jinfu 2nd Road
• Detailed address: 4/F, Building 9, Elevator 1, Rongchen Zhigu High-Tech Industrial Park,
• City: Dongguan City Liaobu Town
• Province: Guangdong Province
• Postal code: 523400
• Country: P.R.China
• Phone number: +86 13302615887

Return shipping costs may be higher than standard domestic shipping costs. Please retain your return tracking number; we recommend using an insured and tracked shipping option. Shipments are dispatched from merchant warehouses outside the EU; Maison Reeve operates under a dropshipping model. To obtain detailed instructions, please contact: info@maisonreeve.com.

3.2. The Store only refunds the amount paid for the goods (including VAT, if settled via IOSS), together with the cost of the cheapest standard delivery option.

4. Return Procedure

4.1. To report a return, the Customer should send an e-mail to: info@maisonreeve.com, providing the order number, contact details, and confirmation of the intention to withdraw.

4.2. The Customer is responsible for organizing the return, including customs formalities, if applicable.

4.3. In the event of unjustified failure to collect the order by the Buyer, the Buyer bears the direct costs of returning the goods to the sender. The Seller is entitled to deduct these costs from the amount refundable to the Buyer.

5. Refunds

5.1. The Store will refund the amount paid for the goods within 10 business days of receiving the returned goods and confirming that the return conditions have been met.

5.2. Refunds are issued using the same payment method that was used for the purchase, unless the Store agrees to another form.

5.3. The Store may withhold the refund until the goods have been received and inspected.

6. Complaints

6.1. In the case of defective goods, the Customer may file a warranty claim pursuant to statutory warranty provisions (Art. 556–576 of the Civil Code).

6.2. Complaints must be reported promptly upon discovery of the defect, no later than 2 years from delivery, to the e-mail address: info@maisonreeve.com.

6.3. The notification should include: order number, description of the defect, contact details, and photos of the defect. Return shipping costs are borne by the Customer, unless the Store decides otherwise.

6.4. Complaints are processed within 30 business days. If it is necessary to contact the supplier, the time may be extended, of which the Customer will be informed.

7. Product Safety (GPSR)

7.1. Products comply with GPSR safety requirements and carry the CE mark, where required.

7.2. In the event of a safety concern, the Store will withdraw the product from the market and notify Customers by e-mail regarding the return procedure.

7.3. Safety-related notifications should be directed to: info@maisonreeve.com.

8. Product Recall

8.1. If a risk is identified, the Store withdraws the product in accordance with GPSR.

8.2. Customers will be notified of the recall by e-mail. Reimbursement of costs will take place within 14 days of receiving the product.

8.3. Inquiries in this regard should be directed to: info@maisonreeve.com.