Returned Products must conform to our returns policy below. You have a legal obligation to take reasonable care of the Products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:
Products should be returned unworn (other than to try them on), unwashed, undamaged and unused with their original tags.
All products should be returned in the original boxes provided and inside a protective shipping box.
If the Product comes with a security tag this should be left on.
If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s).
You cannot cancel a contract for the supply of any Products that have been personalised or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered (see Returns and refunds for customised Products below for more information).
Due to the nature of personalised and monogrammed Products, returns, changes or cancellations are at our discretion. In exercising this discretion, we will have regard to the level of customisation and personalisation and also reserve the right to offer store credit rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised Products may have a long lead-in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.
Returns process and refunds
We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be included with the delivery package. When cancelling a purchase and returning Products to us you have two options available to you:
Depending on where you live, exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). If you choose this option you will be refunded the full price for the Product(s) (subject to our Returns Policy) and the cost of standard delivery but will be liable for the organisation and cost of returning the Product(s) to us.
The return warranty on purchased items covers major manufacturing defects (not including minor aesthetic imperfections) within 14 days of recieving the item. It does not cover misuse or accidental damage by the customer, loss or theft.
Return shipping costs will be covered by the customer.
Except in relation to certain types of Products (as set out above), you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after you received the Products (“cooling-off period”).
To cancel a Contract, you must clearly inform us, Giving us your name, address and order reference, preferably:
- By the site Contact Us in the web
- By email at info@maisonshitsuko.com
- By WhatsApp
If you cancel an order (or part of an order) during the cooling-off period, you must return the Product(s) within 14 days after the day on which you notify us of the cancellation and comply with the Returns Policy.
If you cancel a Contract between us within the 14-day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case within 14 days after the day on which we receive the Product(s) back or if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address.
We will refund the price of the Product(s) in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)). We will not refund your cost of returning the Product(s) to us, and you are responsible for those costs. We will refund any money received from you using the same method originally used by you to pay for your purchase, unless agreed otherwise.
Faulty products
If any Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address and order reference. Nothing in this section affects your legal rights.
Cancellation form
I/We* hereby give notice that I/we* cancel my/our* contract of sale of the following goods* / for the supply of the following service*:……………………………………………………………………………………….
Ordered on* / received on*: ……………………………………………………..
Names of consumer(s): …………………………………………………………….
Address of consumer(s): …………………………………………………………..
Date: ……………………………………………………………………………………………
