Return & Refund Policy
At Maison Karseell, we want you to feel confident when shopping with us. Please read our returns and refunds policy carefully before placing your order.
Order Cancellation
Orders may be cancelled within 12 hours after purchase.
After this period, the order may already be processed or shipped, and cancellation may no longer be possible.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
Please include:
- Your order number
- Photos or videos of the item received
- Photos of the packaging
After reviewing your request, we may offer a free replacement or a refund, depending on the case.
Returns
We accept return requests within 30 days after delivery.
To be eligible for a return, the item must be:
- Unused
- Unopened
- In its original packaging
- In the same condition as received
For hygiene and safety reasons, we do not accept returns of opened or used hair care, beauty, or personal care products.
Return Shipping Costs
Customers are responsible for return shipping costs, except when the item is defective, damaged, or incorrect due to our error.
Please do not send your item back to the address shown on the package. You must contact our support team first to receive the correct return instructions.
Lost Packages
If your tracking information shows that your package may be lost in transit, please contact us so we can open an investigation with the shipping carrier.
A package is not considered lost while it is still in transit and showing tracking updates.
If the carrier officially confirms that the package was lost, we may offer one of the following solutions:
- A free replacement order; or
- A refund to the original payment method
If the tracking information shows that the package was successfully delivered, but the customer claims they did not receive it, we may require additional verification before approving any refund or replacement.
In such cases, we recommend checking with neighbors, household members, building reception, local post office, or the shipping carrier directly.
Incorrect Shipping Address
Customers are responsible for providing a complete and correct shipping address at checkout.
We are not responsible for orders that cannot be delivered due to incorrect, incomplete, or outdated shipping information provided by the customer.
If the package is returned or requires reshipment, additional shipping fees may apply.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved or rejected.
If approved, the refund will be issued to your original payment method.
Please note that banks and payment providers may take 5 to 10 business days to process the refund.
Non-Refundable Items
The following items are not eligible for return or refund:
- Opened or used beauty products
- Items damaged due to misuse
- Final sale or clearance items
- Orders with incorrect shipping information provided by the customer
Contact Us
If you have any questions about returns, exchanges, or refunds, please contact us at:
Email: support@maisonkarseell.com