Refund policy
Returns & Refund Policy
Last updated: March 2025 · Applies to all orders placed at maisondoree.store
Our policy operates alongside and does not limit your rights under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). You are entitled to a replacement, repair, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
1. Our 30-Day Change of Mind Policy
We want you to love every purchase from Maison Dorée. If for any reason you change your mind, we offer returns within 30 days of the delivery date, subject to the following conditions:
- The item must be unused, unworn, and in its original condition
- All original packaging, tags, and accessories must be included
- Proof of purchase (order confirmation email) must be provided
- The item must not be listed as a non-returnable item (see Section 4)
Change of mind returns are accepted at our discretion. Return shipping costs for change of mind are the responsibility of the customer.
2. Faulty, Damaged or Incorrect Items
Under the Australian Consumer Law, if your item arrives faulty, damaged in transit, or is not as described, you are entitled to a remedy. We will cover all return shipping costs in these cases.
Please contact us within 48 hours of receiving a damaged or incorrect item and include clear photos of the damage or issue.
3. How to Lodge a Return
- Email us at maisondoreeau@gmail.com with your order number, reason for return, and photos if applicable
- We will respond within 2 business days with a Return Authorisation (RA) number
- Pack the item securely in its original packaging and include your RA number inside
- Ship the item to the address provided in our return authorisation email
- Once received and inspected, we will process your refund or exchange within 5 business days
We strongly recommend using a tracked shipping service for returns. Maison Dorée is not responsible for items lost in return transit.
4. Non-Returnable Items
The following items cannot be returned for change of mind (your ACL rights still apply for faulty items):
- Skincare, beauty, and personal care products that have been opened or used
- Intimates, swimwear, and items where hygiene seals have been broken
- Customised or personalised items made to your specifications
- Gift cards and store credit
- Sale items marked as "Final Sale" at time of purchase
5. Refunds
Once your return is approved and received, refunds are processed as follows:
- Refunds are issued to the original payment method only
- Credit card refunds may take 5–10 business days to appear depending on your bank
- PayPal refunds are typically processed within 3–5 business days
- Original shipping charges are non-refundable for change of mind returns
If you have not received your refund within 10 business days, please check with your bank before contacting us, as processing times vary between financial institutions.
6. Exchanges
We offer exchanges for a different size, colour, or item of equal value, subject to stock availability. If the replacement item is of higher value, you will be charged the difference. If lower, a store credit will be issued for the difference.
Exchanges are processed once the original item has been received and inspected.
7. Australian Consumer Law — Your Guaranteed Rights
Nothing in this policy is intended to exclude, restrict, or modify any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the ACL that cannot lawfully be excluded or limited.
If you believe your consumer guarantee rights have not been met, you may also contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or your relevant state consumer affairs office.
Contact Us
For all returns, refund enquiries, or consumer law questions, please reach out through any of the channels below. We aim to respond within 2 business days.