Retour

Returns

Would you like to return a product? We are happy to help.

You can request a return within 30 days of receiving your order. Refunds will be processed once the returned item has been received and inspected.

Return Conditions

Items must be returned unused and in their original condition. All returns must be shipped with valid tracking information. Return shipping costs are the responsibility of the customer and are non-refundable. Refunds are processed within 5 business days after inspection using the original payment method. Please note that depending on your bank or payment provider, it may take up to 10 business days for the amount to appear in your account.

Return Process Step by Step

Send an email to Info@maisonroselle.fr within 30 days after delivery to request a return.

Please wait for confirmation from our customer service before sending your return. Returns sent without prior approval may experience delays or may not be processed correctly.

After approval:

• Carefully package the item, preferably in the original packaging.
• Send the parcel to the return address.
• If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
  
• Send us an email with the tracking number.

Return Processing Location

Returns are handled through our designated return and quality control centers within our international logistics network. All items are inspected there before a refund is issued. This processing location is based in China.

Returns sent without authorization or to a different address are not eligible for processing or refund.

By completing the order, the customer agrees to this return policy.

Items Not Eligible for Return

The following items are not eligible for return:

• Sealed items where the seal has been opened.
• Custom-made or personalized products.
• Items returned for personal or hygiene reasons.
• Items showing signs of excessive wear, use, or improper handling.
• Replacement items provided free of charge as part of a goodwill arrangement.
• Original items that were part of a goodwill resolution (including partial refunds, free replacements, or compensation offers) once accepted by the customer.

Bulk Discounts and Returns

Our bulk discounts are based on the total number of items in your order. If you return one or more items from a discounted order, the discount will be recalculated based on the items you keep.

This may affect the refund amount if the original discount conditions are no longer met.

Order Cancellation

If you wish to cancel your order, you must contact us within 24 hours of placing the order. After this period, we reserve the right to refuse cancellation if the order is already being processed.

In this case, we kindly ask you to wait for delivery and then use the standard return process. Thank you for your understanding.

Damaged or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact our customer service within 7 days after delivery at info@maisonroselle.fr

Please include:

Your order number,
A description of the issue,
Clear photos of the item and any shipping damage.

Without sufficient proof, we cannot offer a refund, replacement, or store credit.

Manufacturing Defects

If a manufacturing defect occurs after use that makes the item unusable under normal conditions, please contact us for assistance. Normal wear and tear is not considered a defect.

Important: Contact our customer service and wait for confirmation before sending a return. Returns sent to another address cannot be accepted.

For further questions, you can contact us by email: info@maisonroselle.fr