Refund policy
1. Introduction
At Maison Molier we craft each piece with the intention that it will be carried for years. We stand fully behind the quality of our leather goods. If, for any reason, your order does not meet your expectations, this Return and Refund Policy sets out clearly what your rights are and how to exercise them.
This policy applies to all orders placed via our Website by Consumers (natural persons acting outside their trade, business or profession). It complements, and does not limit, your statutory rights under the Dutch Civil Code and the EU Consumer Rights Directive.
2. Right of Withdrawal — 14-Day Return Period
As a Consumer, you have the right to cancel your purchase within fourteen (14) days of receiving the Product, without giving any reason. This statutory cooling-off period is granted under Article 6:230o of the Dutch Civil Code.
2.1 When the period starts
The fourteen-day period begins on the day on which you, or a third party other than the carrier and indicated by you, takes physical possession of the Product. For orders containing multiple items delivered separately, the period starts on the day on which the last item is received.
2.2 How to notify us
To exercise your right of withdrawal, you must notify us of your decision within the fourteen-day period through a clear written statement (for example, by email to info@maisonmolier.com). You may use the model withdrawal form annexed to this policy, but it is not mandatory. Please include your order number, name and the Product(s) you wish to return.
2.3 Returning the Product
After notifying us, you must return the Product without undue delay and in any event no later than fourteen (14) days from the day on which you communicated your withdrawal. The deadline is met if you dispatch the goods before the period of fourteen days has expired.
3. Condition of Returned Products
To preserve the value of the Product and to allow proper resale, the following conditions apply to all returns under the right of withdrawal:
• The Product must be unused and in the same condition as received;
• The Product must be returned in its original packaging, including dust bag, gift box, protective wrapping and any inserts or care cards;
• All product tags must be intact and not removed;
• Proof of purchase (order confirmation or invoice) must be enclosed.
You may handle the Product only to the extent necessary to establish its nature, characteristics and functioning, in the same way you would in a physical shop. You are liable for any diminished value of the Product that results from handling beyond what is necessary, in accordance with Article 6:230s(3) Dutch Civil Code.
4. Exceptions to the Right of Withdrawal
Article 6:230p of the Dutch Civil Code identifies certain categories of Products to which the statutory right of withdrawal does not apply. The current Maison Molier collection consists entirely of standard, non-customised leather goods, which means that the full 14-day right of withdrawal applies to every Product we currently offer.
Only the following limited exceptions may apply where relevant:
• Gift cards that have already been activated or partially redeemed.
Should we in the future introduce Products that fall under a statutory exception — for example items made to your specific instructions or sealed Products that cannot be returned for hygiene reasons once opened — this will be clearly indicated on the relevant product page before you complete your purchase, so that you can make an informed decision.
5. Refunds
5.1 Refund period
Following receipt of your withdrawal notice, we will refund all payments received from you, including the standard delivery costs we charged, no later than fourteen (14) days from the day we receive your withdrawal notice. We may withhold the refund until we have received the Product back, or until you have demonstrated that you have returned the Product, whichever is the earlier.
5.2 Method of refund
We will use the same payment method that you used for the original transaction, unless you have expressly agreed otherwise. In any event, no fees will be charged to you as a result of the refund.
5.3 Partial refunds
If the returned Product shows clear signs of use, damage, or is missing parts of its original packaging, we may apply a deduction from the refund corresponding to the diminished value, in accordance with Article 6:230s(3) Dutch Civil Code. We will inform you of any such deduction before processing the refund.
5.4 Delivery costs
If you selected a delivery method other than the cheapest standard delivery, we will not refund the additional costs above the standard delivery rate.
6. Return Shipping Costs
The direct costs of returning the Product are payable by the Customer, unless we expressly state otherwise (for example, in the case of a faulty or incorrect Product). We recommend using a tracked shipping service and retaining proof of postage, as the risk of loss or damage during the return shipment lies with the Customer until the Product is received by Maison Molier.
Returns from countries outside the European Union may be subject to customs declarations and import duties. Any such charges resulting from incorrect or incomplete return declarations are payable by the Customer.
7. Faulty or Incorrect Products
If you receive a Product that is faulty, damaged on arrival, or different from what you ordered, please contact us within a reasonable time, ideally within seven (7) days of delivery, at info@maisonmolier.com. Please include:
• Your order number;
• Clear photographs of the defect or damage;
• Photographs of the original packaging if relevant;
• A short description of the issue.
After we have assessed the claim, we will offer you, in accordance with your statutory rights under Article 7:21 Dutch Civil Code, one of the following remedies:
• Repair of the Product, where possible and proportionate;
• Replacement with an identical Product, subject to availability;
• A full refund, including original delivery costs and reasonable return shipping costs, where repair or replacement is not possible or proportionate.
Damage that results from normal wear and tear, the natural development of patina, or improper care does not constitute a defect (see also our Terms of Service, Article 9).
8. Commercial Warranty
In addition to your statutory rights, Maison Molier provides a commercial warranty of twelve (12) months from the date of delivery against manufacturing defects and craftsmanship faults. The commercial warranty does not affect or limit your statutory rights as a Consumer under Articles 7:17 et seq. of the Dutch Civil Code, which may apply for a longer period depending on the circumstances and the expected lifetime of the Product.
9. How to Return a Product — Step by Step
Step 1 — Notify us within 14 days
Send an email to info@maisonmolier.com with your order number, the Product(s) you wish to return and, if applicable, the reason for return. You will receive a confirmation with return instructions and a return reference number.
Step 2 — Pack the Product carefully
Place the Product in its original packaging, including dust bag and gift box. Add the proof of purchase. Pack everything securely to avoid damage during transport.
Step 3 — Send the Product within 14 days
Send the Product, with the return reference number clearly marked, to the address provided in our return instructions. We recommend using a tracked shipping service.
Step 4 — Receive your refund
After receipt and assessment of the Product, we will process the refund within fourteen (14) days using the original payment method.
10. Sale Items and Promotional Products
Sale items, outlet items and items purchased with a discount code are subject to the same right of withdrawal as full-price items. Promotional gifts received with a purchase (gifts-with-purchase) must be returned together with the main Product if you exercise your right of withdrawal in respect of the entire order.
11. Returns Outside the European Union
Customers based outside the European Union also have the right to return Products in accordance with this policy. Please note that the customer remains responsible for any export procedures, customs documentation and return shipping costs. Original import duties paid by the customer at delivery are not refundable by Maison Molier; recovery of those duties from the local customs authority is the customer's responsibility.
12. Complaints
If you have a complaint about the handling of your return or refund, please contact us at info@maisonmolier.com. We will respond within fourteen (14) days. If we cannot reach a satisfactory resolution, you have the right to submit your complaint via the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/odr.
13. Contact
Maison Molier B.V.
Returns Department
De Trompet 1217
1967 DA Heemskerk, The Netherlands
Email: info@maisonmolier.com
Please note: the address above is our registered office and is not a public visiting address. Always contact us at info@maisonmolier.com first to obtain a return reference number and confirmed return shipping instructions before sending any Product back. Returns shipped without prior confirmation may be delayed in processing.
