Refund & Return Policy

Incorrect Items

If Maison Sole sends you an incorrect product, size, color, or variation, please contact us as soon as possible.

Provide:

• Your order number
• Clear photos of the product received
• Photos of the packaging and shipping label where relevant

Once the issue has been confirmed, we will review the appropriate resolution.

Depending on the circumstances, this may include:

• Sending the correct item
• Arranging an exchange
• Providing a replacement
• Issuing a refund where appropriate

If the issue was caused by Maison Sole, reasonable return or replacement shipping costs will generally be handled by us according to the instructions provided by our support team.

Damaged or Defective Items

If your item arrives visibly damaged or has a significant product defect, please contact us promptly.

Please provide clear photos or videos showing:

• The affected area
• The overall product
• The packaging
• The shipping label, if shipping damage is involved

Do not dispose of the product or packaging until our team has reviewed your case.

If the issue is confirmed, Maison Sole will work with you toward an appropriate resolution, which may include:

• Replacement
• Exchange
• Refund
• Another reasonable solution depending on the circumstances

Change-of-Mind Returns

If the product is correct and arrives without a confirmed defect, but you decide that you no longer want it, you may request a return within the applicable return period, subject to this policy.

The item must meet the return eligibility requirements described above.

For approved change-of-mind returns:

• The customer is generally responsible for return shipping costs
• Original shipping charges, where applicable, may not be refundable
• Any customs, import, or return-related charges may remain the customer's responsibility where applicable

The return must be approved before shipment.

Order Cancellation Before Shipment

If you wish to cancel an order, please contact us at support@maisonsole.me as soon as possible.

If the order has not yet entered fulfillment or been shipped, we may be able to cancel it and arrange a refund to the original payment method.

We cannot guarantee cancellation once processing has begun.

Cancellation After Shipment

Once an order has been dispatched, it normally cannot be cancelled in transit.

If you no longer want the product after shipment, you may need to:

1. Wait for the order to be delivered
2. Request an authorized return
3. Return the eligible item according to our instructions
4. Wait for the return to be received and inspected

A refund may then be issued if the return meets the requirements of this policy.

Refund Process

Once an approved return reaches the designated return location, it will be reviewed.

We will inspect the returned item to confirm:

• The correct product was returned
• The product meets the return eligibility requirements
• The condition matches the return request
• Any required packaging or accessories are included

After inspection, we will notify you whether the refund has been approved.

Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase.

Where the original payment method cannot reasonably accept the refund, our team may contact you regarding available alternatives.

Maison Sole will never require customers to provide passwords, full payment credentials, or security codes in order to receive a refund.

If You Have Not Received Your Refund

If we have confirmed that your refund has been processed but you do not yet see it:

1. Check your account again
2. Contact your payment provider
3. Contact your bank or card issuer if applicable
4. Allow additional processing time where necessary

If the refund is still missing after your payment provider's normal processing period, contact:

support@maisonsole.me

and include your order number.

Exchanges

Maison Sole may offer exchanges for eligible orders.

An exchange may be appropriate when:

• The wrong item was sent
• The wrong size or variation was sent by Maison Sole
• The product arrived with a confirmed defect
• The product was materially damaged during delivery
• Another eligible exchange request has been approved

Please contact us before returning the product.

Exchanges Caused by Maison Sole

If an exchange is required because of a confirmed Maison Sole error or eligible product issue, we will review the case and provide appropriate instructions.

Depending on the circumstances, Maison Sole may cover reasonable shipping costs associated with the approved exchange.

A replacement may sometimes be shipped before the original item is returned, but this is determined case by case and should not be assumed unless our support team confirms it.

Customer-Requested Exchanges

If the item received is correct and free from defects, but you wish to exchange it for another size, color, or style, contact us to check eligibility and availability.

For customer-requested exchanges:

• Return shipping may be the customer's responsibility
• Additional shipping charges may apply
• The requested replacement must be available
• The original item must meet return eligibility requirements

Return Shipping

All approved returns must be shipped to the return address provided by Maison Sole.

Do not send returns to an address found on:

• The original parcel
• A shipping label
• An online search
• A previous order
• Another website

unless Maison Sole support specifically confirms that address for your return.

Return locations may vary depending on the product, destination, and return circumstances.

Trackable Return Shipping

We strongly recommend using a trackable shipping service when returning an item.

For higher-value returns, you may also wish to consider shipping insurance.

Please retain:

• Tracking number
• Shipping receipt
• Proof of delivery

Maison Sole cannot be responsible for return packages that do not reach the designated return location.

Packages Lost or Damaged in Transit

This Refund & Return Policy works together with the Maison Sole Shipping Policy.

If your original shipment is confirmed to be lost or materially damaged during transportation, please contact our support team.

After reviewing the shipment status and available evidence, Maison Sole will provide an appropriate solution in accordance with the applicable policies.

Depending on the circumstances, this may include:

• Reshipment
• Replacement
• Refund where applicable

Items That May Not Be Eligible for Return

A return may be refused or partially refunded if:

• The product has been worn
• The product has been used
• The product has been altered
• The item is damaged after delivery through customer handling
• Original packaging is missing
• Included accessories are missing
• The return was sent without authorization
• The wrong product was returned
• The return request falls outside the applicable return period
• The item does not otherwise meet the requirements of this policy

Maison Sole reserves the right to review returned items before approving a refund.

Bulk and Wholesale Orders

Large bulk or wholesale orders may require different return procedures.

Because these orders may involve:

• Multiple products
• Large quantities
• Special sourcing
• Custom arrangements
• Multiple shipments

Maison Sole may request additional information, photos, samples, or other evidence before approving a return, replacement, or refund.

Customers placing large orders should contact us before purchase if they require specific return terms.

Customs and Return Shipments

Customers are responsible for following the return shipping instructions provided by Maison Sole.

When returning products internationally, customs procedures may apply.

Please do not declare or describe a return shipment inaccurately.

If you need information for a return shipment, contact our customer support team before sending the package.

Payment Disputes

If you experience a problem with an order, we strongly encourage you to contact Maison Sole customer support first.

Many issues can be resolved more quickly through direct communication.

If a payment dispute is opened with a payment provider, Maison Sole may provide relevant transaction, order, shipment, delivery, correspondence, and return information to the payment provider as part of its review process.

Nothing in this policy is intended to prevent customers from exercising rights available through their payment provider or applicable law.

Policy Abuse and Fraud

Maison Sole reserves the right to review suspicious return or refund activity.

Examples may include:

• Returning a different product
• Providing intentionally misleading information
• Repeatedly claiming non-delivery after confirmed delivery
• Altering or damaging a product after receipt
• Abusing return or refund procedures

Where reasonably necessary, we may restrict transactions or refuse claims that appear fraudulent or abusive.

This does not affect legitimate customer claims made in good faith.