Return Policy – Maison Genoa
Order Confirmation & Acceptance of Policy
By placing an order with Maison Genoa, you acknowledge that you have reviewed and accepted the terms outlined in this Return & Refund Policy.
Completing a purchase confirms that:
- You understand our return conditions and timeframes
- You agree to follow the return procedure described below
- In the event of a dispute or payment reversal, this policy—together with order records and prior correspondence—may be used for verification purposes
Returns
If you are not completely satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided all conditions outlined below are met.
Return Eligibility
To qualify for a return, items must meet all of the following requirements:
- Unworn, unused, and unwashed
- In original condition with original packaging
- Free from stains, odors, or damage not caused during delivery
- Returned at the customer’s own expense
Once your return has been received, Maison Genoa will process it within 7 business days. We reserve the right to refuse returns that show signs of wear, alteration, misuse, or improper handling.
How to Request a Return
To initiate a return, please contact us via email within 30 days of receiving your order.
Email: info@MaisonGenoa.com
Please include the following details in your message:
- Order number
- Reason for the return
- Photos (required if the item is damaged or defective)
- Full name and shipping address
Do not send any items back before receiving return instructions from us. Returns sent without prior authorization may be rejected.
We highly recommend using a trackable shipping method and retaining proof of shipment until the return process is completed.
Damaged or Defective Items
If your item arrives damaged or defective, notify us within 48 hours of delivery by emailing info@MaisonGenoa.com with:
- Your order number
- A brief explanation of the issue
- Clear photos or a short video demonstrating the defect
After review:
- A replacement may be offered subject to availability
- In some cases, returning the item may not be required
- Replacement orders typically ship within 7–14 business days once approved
Lost, Refused, or Unclaimed Orders
Lost Shipments
If your order appears lost during transit:
- Contact us with your order number and tracking information
- We will assist with filing a carrier investigation
- Upon confirmation of loss, a replacement or refund will be arranged
Refused or Unclaimed Packages
If an order is refused, returned to sender, or remains unclaimed due to an incorrect or incomplete address, a $35 CAD handling and shipping fee will be deducted from the refund.
Order Cancellations & Right of Withdrawal
You may request to cancel your order in accordance with applicable consumer protection guidelines.
Because our fulfillment process begins quickly, cancellations are only possible before shipment.
If your order has already been dispatched:
- You may return the item after delivery following our standard return procedure
- Return shipping costs are the responsibility of the customer
To request cancellation before shipment, email info@MaisonGenoa.com with your order number and cancellation request.
Chargebacks & Dispute Resolution
If you experience any issues with your order, we strongly encourage you to contact us first. Our team is committed to resolving concerns fairly and efficiently.
In the case of a chargeback or dispute, Maison Genoa may submit the following documentation:
- Order confirmation
- Shipping and tracking details
- Customer communication history
- Photo or delivery evidence where applicable
Submitting a chargeback without prior contact may delay resolution and could impact future order eligibility.
Important Information
- All authorized returns are sent to our designated fulfillment facility in Asia, at the customer’s expense
- Maison Genoa is not responsible for delays caused by customs processing or courier issues
- Items returned in used, altered, or unsanitary condition will not be accepted
- Original shipping fees and return shipping costs are non‑refundable
Contact Us
For questions regarding this Return & Refund Policy or your order, please contact our customer support team:
We are always happy to assist you.