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Returns and Exchanges

Our Return Policy

  • Any products purchased from Maison Matta can be returned for a full refund (minus a $9.99 processing fee* per item) or exchanged with 14 days of the delivery date.
  • To be eligible for a return, the original item must be in the new condition and returned without damage or stains / pet dander or fur / dirt or grass stains / signs of wear, washing, or improper care.
  • All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded.
  • Note: Returned item(s) must be shipped back in the original packaging or similar packaging that will prevent item(s) from damage while in transport.
  • All refunds are issued back to the original form of payment used during purchase.
  • If you have received your order and would like to return it, please email our Customer Care team at support@maisonmatta.com
  • If your return is accepted, we’ll send you a return shipping label by email, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • Please remember to check your spam / junk mail folders when waiting for a response from us. Sometimes our emails get delivered there instead of your inbox. We also recommend that you add support@maisonmatta.com to your Email Contacts or Safe Sender list so you don't miss a response from us.

Damages and issues

  • Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

  • Certain types of items cannot be returned, we cannot accept returns on clearance items.

Exchanges

  • You may exchange your product within 14 days of the delivery date at no extra cost if you are residing in Canada. At this moment, we do not offer exchanges for customers residing outside Canada.
  • In order to be eligible for an exchange, the original item MUST be in new condition and returned without pet dander or fur / dirt or grass stains / signs of wear, washing or improper care / damage or stains.
  • You may only exchange an order once. Exchanges of an exchanged item are prohibited. 
  • If the item you’re exchanging costs less than your original purchase, we’ll refund the difference. If the item you’re exchanging costs more than your original purchase, we will charge you for the difference.
  • Exchange credits cannot be saved and used at a later time.
  • If you have received your order and would like to exchange it, please email our Customer Care team at support@maisonmatta.com
  • Please remember to check your spam / junk mail folders when waiting for a response from us. Sometimes our emails get delivered there instead of your inbox. We also recommend that you add support@maisonmatta.com to your Email Contacts or Safe Sender list so you don't miss a response from us.

Refunds

  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note, shipping fees are non-refundable. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@maisonmatta.com.
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