Return Policy

Returns & Refunds Policy

At Maisonluro, we want every customer to be delighted with their purchase. If something isn’t quite right, we’re here to help.

This policy applies specifically to our customers in the United Kingdom and fully complies with UK consumer protection laws.

Under UK consumer law:

14-Day Right to Cancel (Unwanted Items): You have 14 calendar days from the day you receive your order to cancel it for any reason. If you cancel within this period, you have a further 14 days to return the goods to us.

30-Day Right to Reject (Faulty, Damaged, or Misdescribed Items): If your item is faulty, damaged, or not as described, you have 30 calendar days from the date of delivery to return it for a full refund.

These statutory rights are in addition to our store policy and are not affected by anything in this document.

2. Faulty or Damaged Items

To report a faulty item, please email us at support@maisonluro.com with:

Your order number

Clear photos or videos showing the issue

Once reviewed and the fault confirmed, we will offer:

A full refund, or

A replacement (where appropriate and available).

In some cases, we may not require the faulty item to be returned. If a return is necessary, we will provide you with a pre-paid return label.

3. Unwanted or Incorrect Items

If you've changed your mind, ordered an incorrect item, or received something that wasn't what you expected, you may return it within 14 days of receiving your order.

For a return to be accepted under this section, the item must meet the following conditions:

It must be unused.

It must be in its original packaging.

It must be in a resaleable condition.

Once your return request is approved, you will have 14 additional days to send the item back to us.

Please note: For unwanted or incorrect items (that are not faulty), the cost of return shipping is the responsibility of the customer. We recommend using a tracked and insured shipping service as we cannot be held responsible for items lost or damaged in return transit.

4. How to Start a Return

To begin any return, please contact our dedicated support team:

 Email: support@maisonluro.com

 Phone: +44 7848 190328

We will provide you with detailed return instructions and, where applicable (e.g., for faulty items), a return shipping label.

5. Return Address

Please obtain authorisation and specific return instructions from our support team before sending any item back.

Returns may be processed at our fulfilment facility:

30 N Gould St Ste R
Sheridan, Wyoming
82801
United States

6. Refund Processing

Refunds are issued to your original payment method within 7 business days after we receive and inspect the returned item.

Please allow an additional 3-5 working days for your bank or payment provider to process the refund and for it to appear in your account.

If you have not received your refund after 15 business days from our confirmation, please contact us at support@maisonluro.com.

7. Sale Items

Sale and discounted items are eligible for return under the same policy conditions outlined above. This does not affect your statutory rights regarding faulty or misdescribed goods.

Address:

30 N Gould St ste r
Sheridan

wyoming

82801

United states

Business Hours:
Monday – Friday: 9am – 6pm (GMT)