At Neue Maison, we are committed to ensuring that you are completely satisfied with your purchase. We understand that buying furniture online can be daunting, and we want to make the process as seamless and reassuring as possible. Our refund policy is designed to provide you with peace of mind and confidence in your purchases.

Time Frame for Returns

You may return most items within 14 days of delivery for a full refund. The 14-day period begins on the date of delivery, as confirmed by our shipping and tracking systems.

Condition of Returned Items

Items must be returned in their original condition and packaging.
Products that have been assembled, used, altered, or damaged by the customer cannot be accepted for a refund. Please ensure that all items are securely packaged for the return shipment to prevent damage during transit.

Return Process

 Initiate a Return: Contact our customer service team via email at customer.service@neuemaison.co or through our website's contact form to initiate a return. Please provide your order number, the item(s) you wish to return, and the reason for the return.
Return Authorization: Our team will review your return request and, if approved, will provide you with a Return Authorization Number (RAN) and detailed instructions on how to return your item(s).
Shipping the Return: You are responsible for the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for items of significant value.
Refund Processing: Once we receive and inspect the returned item(s), we will process your refund. If the return is approved, a credit will automatically be applied to your original method of payment within a certain number of days, typically within 7-10 business days.

Exceptions

Some items are not eligible for return, including:
Custom-made or personalized items
Warehouse Sale items
Products that have been modified or damaged after delivery

Defective or Damaged Items

If your item arrives defective or damaged, please contact us immediately so we can evaluate the issue and make it right. In such cases, we will cover all shipping costs and offer a replacement, repair, or refund at no additional expense to you.

Exchanges

If you wish to exchange an item for a different one, please return the original item following the return process outlined above and place a new order for the item you prefer.

Contact Us

For any questions regarding our refund policy or if you need assistance with a return, please contact our customer service team. We are here to help ensure your shopping experience is nothing short of exceptional.

customer.service@neuemaison.co