No products in the cart.
Return To Shop
This is a sample page.
Introduction
At Maison Imperial, we are committed to ensuring your complete satisfaction with every purchase. If you are not satisfied with your purchase, we are here to help. This Return and Refund Policy outlines the terms and conditions under which you may return products and request refunds.
Returns
-
Eligibility for Returns:
- To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
- You must have the receipt or proof of purchase.
- Certain items are non-returnable, including perishable goods, custom products, and personal care items.
-
Return Period:
- You have 14 days from the date of delivery to return eligible items.
-
Return Process:
- To initiate a return, contact our customer service team at returns@maisonimperial.co.ke or call +254 758 889448.
- Provide your order number, the item(s) you wish to return, and the reason for the return.
- Our team will provide you with return instructions and a return shipping address.
-
Return Shipping:
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
- We recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Refunds
Refund Eligibility:
- Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
- If your return is approved, we will initiate a refund to your original method of payment.
Refund Process:
- Refunds will be processed within 7-10 business days after we receive and inspect your return.
- You will receive a credit to your original method of payment within a certain amount of days, depending on your card issuer’s policies.
Partial Refunds:
- In certain situations, only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
Exchanges
-
Defective or Damaged Items:
- If you receive a defective or damaged item, contact us immediately at support@maisonimperial.co.ke or call +254 758 889448.
- We will arrange for the exchange of the item at no additional cost to you.
-
Exchange Process:
- To exchange an item, follow the same steps as for returns. Indicate that you would like an exchange and the reason for it.
- Once we receive and inspect the item, we will send out the replacement item, subject to availability.
Non-Returnable Items
The following items cannot be returned or refunded:
- Perishable goods (such as food or flowers)
- Custom or personalized items
- Personal care items (such as beauty products)
- Gift cards
Need help?
Contact us at info@maisonimperial.co.ke for questions related to refunds and returns.