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.
Cancellations
All of our furniture is custom made to order. We stand by the quality of our pieces. You may cancel your online order within 7 days from purchase.
Returns
We only accept returns if the product is damaged.
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:
Warehouse Sale floor instock items
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
