Refund policy

Refund Policy

100 Day Satisfaction Guarantee

At Maison de Soin, we stand behind the quality of every product we create.

In addition to your statutory rights, Maison de Soin offers a voluntary 100 Day Satisfaction Guarantee on eligible products.

To qualify under this guarantee, the product must be:

  • Unused
  • Unopened
  • In its original condition
  • In its original packaging
  • Returned with proof of purchase

The 100-day period begins on the date your order is delivered.

This voluntary guarantee does not extend the statutory cancellation period described below and does not create a right to return products that have been opened, used, or are otherwise excluded under this Policy.

Hygiene & Used Grooming Products

Maison de Soin products are personal grooming products designed to come into direct contact with the skin and hair.

Where a product is supplied with a sealed hygiene or protective seal and is not suitable for return for health or hygiene reasons, the statutory cancellation right may be lost once that seal has been broken after delivery.

For hygiene and safety reasons, products that have been used or have come into contact with the skin are not eligible for return under our voluntary 100 Day Satisfaction Guarantee.

This restriction does not affect your statutory rights where a product is faulty, damaged, not as described, or otherwise fails to meet applicable legal requirements.

Pre Orders

Certain Maison de Soin products may occasionally be offered on a limited pre-order basis.

When purchasing a pre-order product, you acknowledge and agree that:

  • Payment is collected at the time your order is placed.
  • Estimated dispatch and delivery dates are estimates unless expressly stated otherwise.
  • Manufacturing, quality control, freight, customs, or other circumstances may affect estimated timelines.
  • Your order reserves stock from an upcoming production run.
  • If your order contains both in-stock and pre-order products, your order may ship together once all items become available unless otherwise stated.
  • Any pre-order bonuses, gifts, or promotional offers are subject to availability and may end without notice.
  • We may provide updates by email if there are any significant changes to the estimated shipping timeline.

Pre-orders remain subject to any cancellation rights that cannot legally be excluded.

In Stock Orders

Products marked In Stock are normally processed within 1 to 3 business days before dispatch.

Tracking information will be provided once your order has been fulfilled and accepted by the relevant shipping carrier.

Delivery estimates are not guaranteed unless expressly stated as guaranteed.

Non-Returnable or Non-Refundable Situations

Subject always to rights that cannot legally be excluded, Maison de Soin does not accept returns or provide refunds for:

  • Products returned outside the applicable return period.
  • Products that have been used.
  • Qualifying hygiene-sealed products after the hygiene seal has been broken.
  • Products damaged after delivery through misuse, abuse, neglect, modification, or improper handling.
  • Normal cosmetic wear and tear.
  • Items returned incomplete or with missing accessories.
  • Products not purchased directly from maisondesoin.co.uk.
  • Returns made under our voluntary 100 Day Satisfaction Guarantee that are not unused, unopened, and in their original condition.
  • Return shipping costs for non-faulty products.

A customer's statutory rights are not affected by this section.

Damaged, Faulty or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If you receive an incorrect item, an item damaged in transit, or a product that appears to have a manufacturing fault, please contact us with your order number and details of the issue.

We may request reasonable supporting information such as photographs or videos to help assess the claim.

Where a product is faulty or otherwise does not comply with applicable consumer law, Maison de Soin will provide the remedy required by law, which may include:

  • Repair
  • Replacement
  • Price reduction
  • Refund

depending on the circumstances.

Any Lifetime Limited Warranty offered with a Maison de Soin product is additional to, and does not replace, rights provided by law.

Skin & Results Disclaimer

Every person's skin is unique, and individual results will vary.

Maison de Soin products are designed as personal grooming tools with materials and features intended to provide a comfortable grooming experience and help reduce common shaving discomforts.

However, we do not guarantee specific results for every individual.

Maison de Soin does not diagnose, treat, cure, or prevent any medical condition, skin condition, or disease.

Our products are grooming tools and are not medical devices.

If you have an existing skin condition, allergy, persistent irritation, or other medical concern, we recommend seeking appropriate professional advice before use.

Discontinue use if irritation persists.

How to Request a Return

To begin a return, warranty claim, or report a damaged product, please contact our support team before sending the product back.

Please provide:

  • Your order number
  • The name used to place the order
  • A description of the issue or reason for return
  • Photos or videos where applicable

You can reach us through:

24/7 Live Chat available on our website.

While automated assistance may help answer common questions, a real member of the Maison de Soin team will personally review your inquiry and respond as soon as possible if additional assistance is required.

Email: info@maisondesoin.co.uk

WhatsApp: +44 7831 941403

Our team aims to respond to all enquiries within 1 business day.

If your return is accepted, we will provide instructions on how and where to send your item.

Products sent without following the provided return instructions may experience delays in processing.

Return Shipping

For non-faulty products returned under statutory cancellation rights or our voluntary 100 Day Satisfaction Guarantee, the customer is responsible for the direct cost of returning the product, unless we expressly agree otherwise.

We recommend using a tracked return service.

Maison de Soin is not responsible for returned parcels until they are received at the designated return location.

Where goods are faulty, damaged, or incorrect, return arrangements will be handled in accordance with applicable law.

Refund Processing

Once your approved return has been received and inspected, we will notify you regarding your refund.

Where permitted by law, we may wait until we have received the returned goods or acceptable evidence that they have been returned before processing the refund.

Approved refunds will be issued to your original payment method.

For statutory cancellations, refunds will be processed within the timeframe required by applicable law, including within 14 days of receiving the returned goods or evidence that they have been returned, where applicable.

After your refund has been processed, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Maison de Soin reserves the right to refuse voluntary returns or refunds that do not meet the conditions outlined in this Refund Policy.

Exchanges

We do not operate a direct exchange service unless expressly agreed otherwise.

If you wish to purchase a different product, the fastest approach is to return the eligible original item and place a separate order for the replacement.

Your Statutory Rights

Nothing in this Refund Policy is intended to exclude, restrict, or replace any consumer right that cannot legally be excluded