Refund policy

Returns

You have 14 days after delivery to tell us you wish to cancel your online purchase under your statutory right of withdrawal. You do not need to give a reason. If an order arrives in separate deliveries, this period generally starts when the last item arrives. After notifying us, you have a further 14 days to send the items back.

You can email support@maisonpixel.com to start your return. Please include your order number and the items you wish to return. We’ll provide the return address and instructions. You do not need our approval to notify us that you are exercising your right of withdrawal.

Item condition

Please return items unworn, unwashed and undamaged. Careful inspection needed to check an item is allowed. Handling beyond what is needed to check its nature, characteristics and functioning may reduce your refund to reflect any loss in value, as permitted by law. Opening the outer packaging does not by itself prevent a return.

Pack the items securely. We recommend using a trackable shipping service and keeping proof of posting.

Return costs and refunds

You pay direct return postage for an ordinary change-of-mind return where we informed you of this before purchase. Maison Pixel arranges and covers return costs for faulty or incorrectly supplied goods. We do not charge a restocking fee.

For statutory withdrawal, refunds are made within 14 days of your notice. We may wait until we receive the goods or evidence that you sent them back, whichever comes first. Refunds use the original payment method unless you expressly agree otherwise.

A full-order withdrawal includes standard outbound delivery charges. Extra charges for delivery above the standard service are not refunded.

Exchanges

We don’t offer direct exchanges. Return an eligible item for a refund and place a new order if you need another size or style.

We honour any more favourable return or exchange terms promised when you placed your order. This policy does not retrospectively remove those promises.

Faulty or incorrect items

Contact support@maisonpixel.com with your order number and a description of the issue. Faulty or incorrect items are handled separately. The 14-day change-of-mind window does not limit your statutory rights for faulty or incorrect goods.

Sale and Final Sale items

Any Final Sale exclusion applies only to voluntary returns beyond your statutory rights. Sale and Final Sale labels do not limit your statutory right of withdrawal or your rights if an item is faulty, incorrect or not as described.

International returns

We accept returns from customers worldwide. Applicable mandatory consumer rights are not limited by this policy.

Refunds of customs duties or import taxes depend on the applicable rules and how the charges were paid. This does not limit any refund we are required to make under applicable law.

For change-of-mind returns, customers outside the EU pay direct return shipping costs where this was disclosed before purchase and applicable law permits. This does not affect the separate return-cost rules for faulty or incorrectly supplied goods.

Contact

For help with returns or sizing, email support@maisonpixel.com.