Return & Cancellation Policy
Return Policy
HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please contact us immediately and send it back within 14 calendar days from receiving your order.
Returns or refunds will be processed by our team as long as your request is within the first 14 calendar days from when the shipping company notifies you of the delivery. If this date passes, we may refrain from arranging any refund or resend.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from Maison Figueras will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation. For hygienic reasons, products must be unused and not removed from their plastic bag.
Returned items must be unused, in the same condition that we sent them to you, and in their original packaging. Stains, folded cards, broken seals/plastic foiling will not be accepted. If the condition of the product shipped back to us is not acceptable, we reserve the right to not refund or exchange. Personalized products cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products due to customer mishandling.
Custom-made products (all furniture) cannot be refunded, returned, or cancelled. All sofas in the website are produced by order so it can’t be returned.Some types of lamps are custom-made per order and cannot be cancelled.
Returns made without a receipt may be refused. Maison Figueras reserves the right to deny any return.
The return costs are borne by the customer. Once we receive the return package, we will check its condition and, if everything is correct, we will fully refund your order.Customs expenses derived from returns will be deducted from the final refund amount.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
Did you receive a faulty unit or the wrong product? Simply not satisfied with your order?
Please contact our client attention team at info@maisonfigueras.com to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Photo of the box and packaging
- Video or photo of the faulty product (if applicable)
- Complete delivery address
In some cases, you may be required to include a video or photo of the defective product for proof to refund or replace the product. All shipments are insured, so if the product arrives damaged, a photo of the product, packaging, and box, along with a photo of the shipping labels must be sent. Without this, the company may refrain from making a new shipment.
DAMAGED-INCORRECT-DEFECTIVE ITEMS RETURN POLICY
In case of receiving a damaged item, the customer must record the unboxing process if there is visible damage to the packaging. This recording will serve as proof of potential mishandling by the shipping company. Claims for damaged items must be made within 72 hours of receiving the product. Provide the unboxing recording, photos of the damage, and a detailed description in order to send a replacement.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 calendar days from the day we receive your return. We will email you to confirm once your return has been processed. For returned items, a full refund will be credited for defective products. For non-defective items, the refund excludes all shipping and handling fees. The return shipping costs are borne by the consumer.
WHEN WILL I RECEIVE MY REFUND?
Orders that are destroyed due to incorrect addresses, inability to contact the recipient, or refusal to pick up at the post office will not be refunded.
Customs expenses derived from returns will be deducted from the final refund amount.
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
- Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Provide your order number and the modification you would like to make, and we’ll confirm once the modification has been made. Please note that any orders already packed or shipped cannot be modified or cancelled. Orders being processed due to promotions cannot be cancelled.
Order cancellation must be made within less than 1 hour after placing the order. We start processing all orders 2 hours after the client places the order. Otherwise, the client has to wait until the order arrives to start the return process.
If the customer refuses to collect items due to customs fees, they will lose the right to be reimbursed, as we would have to bear the return costs.
PRESALE ORDERS CANNOT BE CANCELLED
CUSTOM-MADE ORDERS CANNOT BE CANCELLED