Refund policy
1 - SCOPE OF APPLICATION
This Return and Refund Policy applies to products purchased by customers through the Maison Marou website and for which an order confirmation has been issued by Maison Marou.
Once an order has been confirmed, it may not be cancelled unless the cancellation is approved by Maison Marou or the relevant return, exchange, or refund falls within one of the circumstances specified in Section 2 below.
2 - ELIGIBILITY FOR RETURNS, EXCHANGES, AND REFUNDS
2.1. Eligible Circumstances
Maison Marou will accept a request for a return, exchange, and/or refund where the relevant product falls within any of the following circumstances:
- The product delivered does not correspond to the product type or design specified in the customer’s order or displayed on the website at the time the order was placed.
- The quantity delivered is incomplete, or any component or accessory included in the order is missing.
- The external condition of the product has been adversely affected, including torn or peeling packaging, breakage, or damage occurring during delivery.
- The product has a quality defect for which Maison Marou is responsible.
2.2. Supporting Evidence
The customer must provide documents, photographs, videos, or other relevant information reasonably required to demonstrate the condition of the product. Such evidence shall include, as applicable:
- The order number;
- The purchaser’s information;
- Photographs or videos of the product and its packaging; and
- The relevant receipt or delivery documentation, if available.
2.3. Change of Mind
Maison Marou does not accept returns, exchanges, or refund requests based solely on personal preference, dissatisfaction arising from subjective considerations, or a change of mind, unless otherwise provided under a separate policy published by Maison Marou at the time of purchase.
2.4. Product Exchanges
Any product exchange is subject to product availability. A replacement product shall have a value equivalent to the amount paid by the customer for the original product.
If no suitable replacement product is available, Maison Marou will issue a refund after approving the customer’s request.
3 - TIME LIMITS FOR RETURN, EXCHANGE, AND REFUND REQUESTS
Customers must notify Maison Marou within the following time limits:
- For chilled products: At the time of delivery or on the same day on which the product is received.
- For non-chilled products: Within three (3) days from the time the product is received.
Requests submitted after the applicable time limit may be rejected unless Maison Marou agrees to consider the request based on the specific circumstances of the matter.
3 - REQUEST SUBMISSION AND HANDLING PROCEDURE
Step 1: Submission of Request
The customer must contact Maison Marou Customer Care within the applicable time limit specified in Section 3 and provide all information and supporting evidence required under Section 2.2.
Step 2: Receipt and Verification
Maison Marou will receive and review the information provided, verify the relevant order and the condition of the product, and assess the cause of the issue.
The customer must retain the product, its original packaging, and all relevant documents until Maison Marou provides further handling instructions.
Step 3: Notification of Outcome
Following its review, Maison Marou will notify the customer whether the request has been approved or rejected. Where applicable, Maison Marou will also provide details of the proposed resolution, the location or method for returning the product, and any other necessary information.
Step 4: Exchange or Refund
An exchange or refund will be processed only after Maison Marou has approved the request. Where the product is required to be returned, the exchange or refund will be processed after Maison Marou has received and inspected the returned product.
5 - METHODS OF RETURNING PRODUCTS
5.1. At the Time of Delivery
The customer may inspect the product upon delivery. If the product meets any of the eligibility conditions specified in this Policy, the customer may refuse to accept it or return it to the delivery service provider at the time of delivery.
5.2. After Delivery
After accepting delivery, the customer must contact Maison Marou Customer Care for instructions regarding the return location and return method.
Customers must not independently send or return any product to Maison Marou without Maison Marou’s prior confirmation and instructions.
5.3. Delivery of Replacement Products
Maison Marou will arrange delivery of a replacement product after approving the request and confirming the exchange arrangements with the customer.
6 - REFUND METHODS
6.1. Processing of Refunds
A refund will be processed only after the refund request has been approved by Maison Marou.
Unless otherwise required by applicable law, the amount refunded shall not exceed the amount actually paid by the customer for the product covered by the approved refund request.
Refunds will be processed as follows:
- Payments made by Visa, Mastercard, JCB, or another electronic payment method: Maison Marou will issue the refund to the original payment method, provided that the relevant payment system supports such a refund. The time at which the refunded amount is credited to the customer’s account will depend on the processing time of the relevant bank, card issuer, or payment intermediary.
- Cash payments or cash-on-delivery payments: Maison Marou will issue the refund by bank transfer to the account details provided by the customer. Where Maison Marou and the customer agree that the refund will be made in cash, Maison Marou will notify the customer of the applicable collection location and procedure.
- Where a refund to the original payment method is not possible: Maison Marou will contact the customer to agree on an appropriate alternative refund method.
6.2. Accuracy of Refund Information
The customer is responsible for providing complete and accurate information for receipt of the refund.
Maison Marou shall not be responsible for any delay in, or failure to receive, a refund resulting from inaccurate information provided by the customer or from the processing time required by the relevant bank or payment service provider.
7 - RETURN COSTS
Where a return, exchange, or refund arises because a product is defective, incorrectly delivered, incomplete, or damaged due to an act or omission attributable to Maison Marou or a delivery service provider appointed by Maison Marou, Maison Marou will bear the reasonable costs associated with collecting and returning the product and delivering any replacement product.
Where a request does not qualify for a return, exchange, or refund under this Policy, but Maison Marou nevertheless agrees to provide assistance on a case-by-case basis, the customer shall bear the return costs and any related expenses, unless otherwise agreed by the parties.
The customer will not be required to pay in advance any return costs that are the responsibility of Maison Marou, unless Maison Marou provides different instructions and confirms the arrangements for reimbursing such costs to the customer.
8 - CONTACT INFORMATION
Customers may submit return, exchange, or refund requests to Maison Marou Customer Care through any of the following channels:
- Hotline: 1900 636 996
- Facebook: Send a message through the official Maison Marou Facebook page
- Zalo Official Account: Contact Maison Marou through its official Zalo OA channel
- WhatsApp: Contact Maison Marou through its WhatsApp channel
- In person: Visit any Maison Marou store in Vietnam
- Email: Contact Maison Marou Customer Care
Customers who are elderly, unfamiliar with technology, or have hearing or speech difficulties are encouraged to seek assistance from a family member or another trusted person when contacting Maison Marou. Customers may also request that store personnel provide clear explanations using verbal descriptions or visual illustrations where appropriate.
When submitting a request, customers should clearly and concisely identify the relevant product, describe the issue, and specify the assistance requested.
Customers should retain their order number, payment documents, delivery receipt, and any relevant photographs or videos to facilitate the review and handling of their request.
