Maison Arôma Refund Policy

At Maison Arôma, we prioritise customer satisfaction and aim to ensure that every order arrives in excellent condition. This Refund Policy explains the circumstances under which refunds may be issued. By purchasing from www.maisonaromas.co.za , you agree to the terms outlined below.

1. Refund Eligibility

Maison Arôma operates on a refund-only basis.
We do not accept returns or exchanges under any circumstances, including:

- Wrong product ordered by the customer

- Change of mind

- Preference-based reasons

Refunds are issued only in the following situations:

- The item received is defective

- The item is damaged upon arrival

- The customer received the incorrect product

- We are unable to fulfill or ship your order due to stock or processing issues

To qualify for a refund, the issue must be verified by our team.

2. Reporting an Issue

You must notify us of any defective, damaged, or incorrect items within 48 hours of receiving your order.

To request a refund, email us at maisonaromaza@gmail.com with the following:

- Your order number

- A clear description of the issue

- Photos or videos showing the defect, damage, or incorrect item

Failure to report issues within 48 hours may result in the refund request being declined.

3. Verification Process

Once your claim is submitted:

1. Our team will review the information provided.

2. Additional photos or evidence may be requested.

3. If the claim is approved, a refund will be issued.

4. If the claim is denied, the reason will be communicated to you.

4. Refund Method and Timeframe

Approved refunds will be processed through Yoco, our secure payment partner.

- Refunds typically take 30 business days to reflect in your account.

- Processing times may vary depending on your bank or card issuer.

If more than 30 business days have passed since your refund was approved, please contact us at maisonaroma@gmail.com.

5. Non-Refundable Items

Refunds will not be issued for:

- Wrong items ordered by customers

- Sale items or gift cards

- Personal care items

- Custom or personalised products

- Delays caused by courier services or external factors

- Items damaged due to customer misuse or handling