1. Change of Mind and Fragrance Preference
Maison Elixora does not accept a return or provide a refund solely because you changed your mind, selected the wrong product, dislike the fragrance, or experience a different scent perception or performance than expected. This does not limit mandatory rights for eligible product or delivery problems.
2. When a Remedy Is Available
Subject to inspection and applicable law, an appropriate remedy is available where:
- The product is defective, incomplete, or damaged when received.
- The product supplied is not the product ordered.
- The product is materially different from its description or agreed order terms.
- The product does not comply with applicable legal requirements.
- Delivery is delayed to an extent that the product can no longer reasonably serve its intended purpose.
- Another mandatory return or refund right applies under UAE law.
3. Available Remedies
Depending on the circumstances and legal requirements, the remedy may be a replacement, exchange, repair where appropriate, price adjustment, cancellation, or refund.
4. Opened or Used Products
Opened or used perfumes, sprays, cosmetics, and personal-care products are not returnable for change of mind, preference, or ordinary variation in personal experience. Reasonable use needed to verify a suspected defect will not, by itself, prevent a valid claim. We may inspect the product, batch, packaging, and usage.
5. How to Report a Problem
Email contact@maisonelixora.com as soon as reasonably possible after discovering the issue. Do not send a product back before receiving return instructions. Include:
- Your name and order number.
- The affected product.
- A clear description of the issue.
- Photographs or video of the product, outer parcel, shipping label, and damage where relevant.
- Your preferred remedy, subject to eligibility and availability.
6. Inspection and Return Conditions
Keep the product, original packaging, accessories, gifts, and proof of purchase while the request is reviewed. Where return is required, pack the item safely and return it in the condition reasonably possible. We may refuse fraudulent claims, damage caused after delivery, or claims outside legal eligibility, but will not refuse a mandatory right solely because original packaging is unavailable where the product is genuinely defective.
7. Return Delivery Costs
Where the product is confirmed defective, damaged on delivery, incomplete, incorrect, or materially not as described, Maison Elixora will bear reasonable authorised return-delivery costs. Unauthorised shipping costs for an ineligible return will not be reimbursed.
8. Refunds
Approved refunds will normally be issued to the original payment method and include the amount required by law. Bank and payment-provider processing times are outside our direct control. If the original method cannot be used, we will arrange a lawful alternative.
Cash-on-delivery or bank-transfer refunds may require verified bank details belonging to the customer or lawful payee. Never send passwords, card security codes, or one-time passwords.
9. Promotional Items, Sets, and Gifts
For an eligible return involving a set, bundle, or promotion, we may require all related items and gifts to be returned or adjust the refund to reflect items retained, where lawful and clearly explained. A defective free gift may be replaced subject to availability.
10. Legal Rights and Contact
This Policy explains our process and does not exclude or restrict any right that cannot be waived under UAE law. For return, defect, exchange, or refund requests, email contact@maisonelixora.com or call +971 58 655 6996 and include your order number.