Return policy

Return Policy - Maison Eterna Fashion

At Maison Eterna Fashion, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to assist you with returns or exchanges. Please read our return policy carefully to ensure a smooth and hassle-free process.

1. Return Eligibility

  • Timeframe: You may return items within 30 days from the date of delivery.
  • Condition: All returned items must be in their original, unused condition with tags still attached. Items that are worn, washed, or altered will not be accepted for return.
  • Exclusions: Certain items are non-returnable, including:
    • Final sale items
    • Gift cards
    • Intimate apparel (underwear, swimwear, etc.)
    • Custom or made-to-order items

2. How to Return an Item

To return an item, please follow these steps:

  1. Contact Us: Before returning an item, contact our customer service team at info@maisoneterna.com with your order number and the reason for the return. We will provide you with instructions and a return authorization (RA) number.
  2. Package the Item: Carefully pack the item in its original packaging, including any tags and accessories. Please include the return authorization number with your return.
  3. Ship the Item: Ship the item back to the address provided by our customer service team. The return shipping cost is the responsibility of the customer unless the return is due to a defect or an error on our part.

3. Return Shipping Costs

  • Customer Responsibility: The cost of return shipping is generally the responsibility of the customer, unless the item is damaged, defective, or incorrect.
  • Free Returns: In certain cases, such as defective or incorrect items, we will provide a return shipping label at no cost to you.

4. Refunds and Processing

  • Once we receive your return, we will inspect the item to ensure it meets our return criteria.
  • If the return is approved, your refund will be processed to the original payment method used at the time of purchase.
  • Please allow 7-10 business days for the refund to appear on your account, depending on your payment provider.
  • In the case of exchanges, we will ship out the replacement item as soon as your return is processed.

5. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of receiving your order. We will provide a full refund or replacement, including return shipping costs, for items that are damaged or not as described.

6. International Returns

For international orders, the return process is similar to domestic returns, but please be aware that you will be responsible for return shipping costs and any customs duties or taxes that may apply.

7. Exchanges

If you would like to exchange an item for a different size or color, please follow the return process and place a new order for the desired item. We are unable to offer direct exchanges, but we will process a refund for your returned item once it is received.