Refund policy
We hope your Maison Nori order brings you complete satisfaction. However, if you wish to return an item, you have 30 days from receipt to contact us.
1. Conditions for accepting a return
To be eligible for a return, the item must:
- be unused;
- be in the same condition as when it was received;
- be complete, including any accessories;
- be returned in its original packaging or packaging that provides equivalent protection;
- be accompanied by proof of purchase or the order number.
Items showing signs of use, that are incomplete, damaged after receipt, or returned without sufficient protection may not be fully refunded.
2. Return request
Before sending any item back, you must contact us at:
Please include:
- your name;
- your order number;
- the item concerned;
- the reason for your request.
After reviewing your request, we will provide return instructions and the address to use.
No item may be returned to an address that has not been confirmed in advance by Maison Nori.
3. Return shipping costs
Return shipping costs are the customer’s responsibility when the return results from a change of mind, an incorrect choice, or any other reason not attributable to Maison Nori.
When the item received is damaged, defective, or different from the item ordered, Maison Nori will provide the appropriate solution, subject to verification.
Original shipping costs are non-refundable, except where the return results from an error by Maison Nori or a defective product.
4. Damaged, defective, or incorrect item
Please inspect your order upon receipt.
If an item arrives broken, damaged, defective, or incorrect, contact us as soon as possible at contact.maisonnori@gmail.com and include:
- your order number;
- a description of the issue;
- several clear photographs of the product;
- photographs of the packaging and parcel if the parcel is damaged.
After review, we may offer, depending on the circumstances, a replacement, a full or partial refund, or any other appropriate solution.
5. Refunds
We will notify you once we have received and inspected the returned item.
If the return is accepted, Maison Nori will process the refund to the original payment method within 2 business days.
Please note that your bank or credit card provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since your return was accepted, please contact us at contact.maisonnori@gmail.com.
6. Exchanges
We do not offer direct exchanges.
To receive another item, first return the relevant product in accordance with this policy, then place a new order once the return has been accepted.
7. Non-returnable items
The following items cannot be returned:
- gift cards;
- personalized items or items made specifically at the customer’s request;
- items whose condition no longer allows them to be resold;
- items returned after the 30-day period has expired.
These exclusions do not limit any legal rights that apply to defective, damaged, or non-conforming products.
8. Order cancellation
A cancellation request may be sent to contact.maisonnori@gmail.com as long as the order has not yet been processed or shipped.
Once the order has been processed or shipped, it can no longer be cancelled. However, the customer may request a return after receipt, in accordance with this policy.
9. Right of withdrawal for consumers in the European Union
Where European Union law applies, consumers have the statutory right to withdraw from their purchase within 14 days of receiving the goods, without having to give a reason.
Maison Nori voluntarily extends this commercial period to 30 days, subject to compliance with the return conditions set out in this policy.
To exercise this right, contact us at contact.maisonnori@gmail.com before sending any item back.
10. Contact
For any questions relating to a return or refund:
Maison Nori
Email: contact.maisonnori@gmail.com
A question about your return?
Email us with your order number so we can review your request accurately.
Contact us