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What are the conditions of return?
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Returns are free. You have 30 days from the receipt of your package to make a return.
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Items must be unworn and in good condition in their packaging. They must have their original labels and their safety zip tie sealed. Items returned damaged, soiled or without their labels and safety zip tie sealed will not be accepted.
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Latex items cannot be returned if they have been worn, washed or if any product has been applied to them.
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For hygienic reasons, nipple covers cannot be returned. If the packaging has been opened, stockings, tights, socks, scented candles and masks cannot be returned.
If the item is non-refundable, we may return it to you at your expense in accordance with our returns policy.
How to return an item?
- Have your order number starting with #MC ready. You can find it in your Maison Close account or on the confirmation email you received. It is important to include the # in order for it to work in our tool.
- By clicking the button below. You will be redirected to our returns management platform. Follow the instructions.
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Print your prepaid return label. For countries where the parcel passes through customs, you will also receive an invoice to print out and stick to the parcel.
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Return the package.
When can I expect a refund?
Once the package has been received by our warehouse, your refund will be made within 14 days.
You will receive an email as soon as your return is received, and then a second one when your refund is made.
Can I make an exchange?
Items can't be exchanged on our website. If you want a new size, model or color, we invite you to return and order again on our website.
One of my products is defective. What should I do?
If within 14 days of receiving your package, you find that one of your items is defective, we ask you to follow this process:
- Contact our Customer Service Department indicating your order number and the item number of the defective product.
- Based on this information, we will provide you with a prepaid return label.
- Print the Return Form and indicate the following reason: 6 - The item is damaged/faulty
- Send the package back.
Upon receipt of your package, we'll send you a replacement product.
Any questions about your return? Contact our Customer Service Department by email (satisfaction@maison-close.com) or via phone at +334 96 16 06 45
Address for returns
Maison Close Web Service
560 Avenue du Garlaban
13420 GEMENOS
France