Refund policy

RETURN & REFUND POLICY

At Maison Bona, we are committed to providing our customers with a pleasant shopping experience. Due to the nature of fragrance products and for hygiene and quality assurance purposes, all purchases are carefully handled in accordance with the policy below.

By placing an order with Maison Bona, you acknowledge and agree to the terms of this Return & Refund Policy.

Change of Mind

All completed orders are considered final.

Maison Bona does not accept returns, exchanges, or refunds for:

  • Change of mind
  • Personal fragrance preference
  • Allergic reactions or skin sensitivities
  • Products that have been opened, used, or tampered with
  • Minor packaging imperfections that do not affect the product itself
  • Sale or clearance items
  • Gift cards
  • Complimentary gifts or promotional items

We encourage customers to review product descriptions carefully before placing an order. If you have any questions about a fragrance, please contact us before making your purchase.

Incorrect, Damaged or Defective Items

If you receive an incorrect, damaged, defective, or incomplete order, please contact us within 7 days of receiving your parcel by emailing hellomaisonbona@gmail.com

Your email must include:

  • Order number
  • Proof of purchase, if available
  • Clear photographs of the product received
  • Clear photographs of the parcel and packaging
  • A brief description of the issue

Maison Bona will review each request individually and may request additional information where necessary.

Return Eligibility

If your return request is approved, the returned product must:

  • Be unused and unopened
  • Be returned in its original condition
  • Include the original packaging and accessories, if applicable
  • Be securely packaged to prevent damage during transit

Maison Bona reserves the right to reject returns that do not meet these requirements.

Return Shipping

If the return is due to:

  • An incorrect item sent by Maison Bona
  • A defective product
  • A product damaged before delivery

Maison Bona will bear the reasonable return shipping cost.

For all other approved returns, the customer is responsible for the return shipping cost.

Maison Bona is not responsible for parcels lost or damaged during return transit. We recommend using a trackable shipping service.

Inspection & Approval

Once your returned item has been received, it will be inspected by our team.

We will notify you by email whether your return has been approved or rejected.

Maison Bona reserves the right to decline a return if the returned product does not satisfy the conditions outlined in this policy.

Refunds

If your return is approved, your refund will be processed using the original payment method whenever possible.

Refunds are typically completed within 14 business days after the returned item has been received and approved.

Processing times may vary depending on your payment provider or financial institution.

Original shipping charges are non-refundable unless the return is due to an error made by Maison Bona.

Exchanges

Maison Bona does not offer direct exchanges.

If your return is approved and you wish to purchase a different product, we recommend placing a new order after your refund has been processed.

Gift With Purchase

If an order included a complimentary Gift With Purchase and the approved refund causes the final purchase amount to fall below the qualifying promotion threshold, Maison Bona reserves the right to:

  • Request the complimentary gift to be returned in its original condition; or
  • Deduct the retail value of the complimentary gift from the refund amount if the gift has been opened, used, or is not returned

How to Contact Us

For all return and refund enquiries, please contact:

Email: hellomaisonbona@gmail.com

Our customer support team will respond during our business hours and guide you through the return process where applicable.