NEUE MAISON
Returns, Cancellations & Refund Policy
We understand that purchasing furniture online is a significant decision. At Neue Maison, each piece is crafted with care and many of our items are made to order. The following policy ensures clarity and fairness for both our clients and our company.
By completing a purchase through our website, showroom, or invoice, you acknowledge and agree to the terms outlined below.
1. Custom Made-to-Order Furniture
Many Neue Maison pieces are custom made to order and produced specifically for each client.
Because of the nature of custom production, once manufacturing has begun, orders cannot be canceled, modified, returned, or refunded.
All custom, made-to-order, and special-order pieces are final sale once production has commenced, regardless of the reason for the return request.
2. Order Cancellations
Orders may be canceled within 24 hours of purchase, provided that production has not yet begun.
After the 24-hour cancellation window, all orders become final sale and cannot be canceled or refunded — regardless of production status. A minimum 50% deposit is retained and cannot be refunded on any custom order canceled after this window.
ℹ Please note: production may begin before the 24-hour window closes. If you wish to cancel, contact us immediately at info@neuemaison.co to confirm whether production has started.
Late Cancellation Fee:
If a cancellation is requested within the 24-hour window but after one (1) business hour of placing the order, a cancellation processing fee of 10% of the purchase price may be assessed at Neue Maison's sole discretion to cover administrative and vendor costs already incurred.
3. Production & Lead Times
All production and delivery timelines provided by Neue Maison are estimates only.
While we make every effort to meet projected timelines, delays may occur due to:
- Manufacturing schedules
- Material availability
- Freight carrier delays
- Port congestion
- Customs clearance
- Weather or unforeseen logistical circumstances
Neue Maison cannot guarantee delivery dates, and delays do not qualify as grounds for cancellation, refund, or chargeback.
4. Returns
Because our furniture is custom made, returns are only accepted if an item arrives damaged during transit.
Returns will not be accepted for reasons including, but not limited to:
- Change of mind
- Incorrect measurements provided by the customer
- Design or finish preference
- Items that do not fit within a space or through doorways, hallways, staircases, or elevators
- Delivery delays outside of our control
It is the sole responsibility of the customer to verify that all measurements — including room dimensions, doorways, hallways, elevator clearances, and staircases — are accurate prior to placing an order.
ℹ Tip from the industry: Before delivery, measure every doorway, hallway turn, and elevator your furniture will pass through. If access is uncertain, contact us and we can advise on piece dimensions before production begins.
5. Damage Claims & Delivery Inspection
All items must be carefully inspected at the time of delivery.
If visible damage to the packaging or item is present, it must be clearly noted on the delivery receipt before signing.
Failure to document damage on the delivery receipt may limit or void your ability to file a damage claim.
Damage claims must be reported to Neue Maison within 48 hours of delivery by emailing info@neuemaison.co.
Your damage claim email must include:
- Your order number
- Clear photos of the damage
- Photos of all packaging (inside and outside)
- A written description of the issue
Failure to report damage within the 48-hour window may result in the claim being denied. No exceptions will be made after this period.
6. Return Authorization
If a damage claim is approved, Neue Maison will issue a written Return Authorization (RA) and provide instructions for returning the item.
Items may not be returned without a written Return Authorization from our team. Unauthorized returns will not be accepted and may be returned to the sender at their expense.
Once an item has been exchanged or replaced, the replacement piece is considered final sale and is not eligible for further return or exchange.
7. Return Shipping
Unless otherwise agreed in writing, the client is responsible for all return shipping costs.
We strongly recommend using a trackable and insured freight service for all high-value items.
Neue Maison is not responsible for items lost or damaged in transit during a return.
8. Refunds
Once the returned item has been received and inspected, we will notify you of the outcome of your claim.
Approved refunds will be processed to the original payment method within 7–10 business days of inspection.
Important Refund Conditions:
- Refunds will only be issued once the merchandise has been returned to Neue Maison and fully inspected.
- Under no circumstances will a refund be processed while the merchandise remains in the possession of the customer.
- Any item returned in a condition different from how it was originally delivered may result in denial of the refund.
- Items that are not returned within the timeframe specified in the Return Authorization may result in forfeiture of the refund.
Price Adjustments:
Prices are fixed at the time of purchase. Neue Maison does not offer price adjustments if an item is subsequently discounted or placed on sale.
9. Non-Returnable Items
The following items are final sale and not eligible for return or refund under any circumstances:
- Custom furniture and made-to-order pieces
- Warehouse sale items
- Floor models or showroom pieces
- Clearance or discounted items
- Items marked Final Sale
- Items purchased for commercial use (designer orders, hospitality, commercial staging)
ℹ Commercial Use: Orders placed by interior designers, contractors, or for commercial/hospitality use are subject to this same policy. Damage claims, return rights, and warranty coverage apply to residential use only unless otherwise agreed in writing prior to purchase.
10. Restocking Fees
If an exception return is granted at the sole discretion of Neue Maison, a minimum restocking fee of 50% of the purchase price will apply.
Original shipping, freight, white-glove delivery, and handling fees are non-refundable in all cases.
11. Delivery Refusal
Refusing delivery of an order that is not damaged does not qualify as a cancellation or return.
If a customer refuses delivery, the order will remain final sale. Any additional shipping, storage, or redelivery fees will be the sole responsibility of the customer.
If a delivery is refused because furniture does not fit through an entry point or into the desired space, any applicable refund will be issued as store merchandise credit only — not as a cash or card refund. No exceptions.
12. Storage Fees
Once an order is ready for delivery or pickup, the customer will be contacted to schedule.
If delivery or pickup is not scheduled within 7 days of notification, Neue Maison reserves the right to charge storage fees of $50 per day, per item.
Items stored for more than 30 days without communication may be considered abandoned merchandise. Neue Maison reserves the right to resell the item to recover storage and handling costs, with no refund obligation to the customer.
13. White Glove Delivery Liability
White glove services include room placement and packaging removal only.
Neue Maison and its delivery partners cannot be held responsible for:
- Tight entryways, staircases, or elevator clearances
- Inability of furniture to pass through doors, hallways, or building access points
- Damage resulting from inaccurate measurements provided by the customer
- Incidental damage to walls, floors, or surfaces during placement
It is the customer's sole responsibility to ensure adequate access and to verify all measurements prior to the scheduled delivery date. Neue Maison strongly recommends confirming all clearances before your delivery appointment is confirmed.
14. Chargebacks & Payment Disputes
By completing a purchase with Neue Maison, the customer agrees to contact our customer care team first to resolve any concerns before initiating a payment dispute or chargeback with their financial institution.
Submitting a chargeback after receiving merchandise or services, without first attempting resolution with Neue Maison, may be considered fraudulent.
Neue Maison reserves the right to provide all transaction documentation to dispute chargebacks, including:
- Signed delivery confirmations
- Shipment tracking records
- All communication records
- Photographs of delivered merchandise
- Copies of this policy acknowledged at time of purchase
15. Contact
For any questions regarding cancellations, returns, or delivery, please contact our team:
info@neuemaison.co
Neue Maison — Policy effective 2025. Subject to change without notice.
