Refund policy

Due to the intimate nature of our products, Maison Pixel applies strict standards regarding returns. Our policy is designed to be fair, transparent, and compliant with EU and international consumer regulations.

1. Return Eligibility

Returns are accepted within 14 days of delivery for items that meet the conditions below.

  • Eligible items
    Items must be unworn, unwashed, and unused, in their original condition, with all tags attached and packaging intact.

  • Non-eligible items
    Items showing signs of wear, washing, use, or alteration cannot be accepted for return or exchange.

  • Final sale items
    Items marked as Final Sale are not eligible for return or exchange.

If you are unsure about sizing before placing an order, please contact us — we’re happy to assist.

2. Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 14 days of delivery and include:

  • your order number

  • a photo of the issue

  • a brief description

Once the issue is confirmed, we will arrange a replacement or issue a refund. Return shipping costs for faulty or incorrect items are covered by Maison Pixel.

3. Return Process

  1. Email support@maisonpixel.com with your order number and return request

  2. Our team will confirm eligibility and provide return instructions

  3. Ship the item back in its original condition

  4. Refunds are processed within 14 days of receipt and inspection, using the original payment method

4. Return Shipping

  • Unwanted items: return shipping costs are the responsibility of the customer

  • Faulty or incorrect items: return shipping is covered by Maison Pixel

We recommend using a trackable shipping service.

5. Exchanges

For hygiene reasons, we do not offer direct exchanges.
If eligible, items may be returned for a refund and a new order placed separately.

6. International Returns

We accept returns from customers worldwide under the same conditions.

  • Customs duties and taxes are non-refundable

  • Customers outside the EU are responsible for return shipping costs

7. Contact

For any questions regarding returns, sizing, or eligibility, please contact:
support@maisonpixel.com