Refund Policy

REFUND POLICY

Last updated: August 2025

At Maison Fortin, we aim to provide a smooth and transparent shopping experience. If you are not fully satisfied with your order, please review the return conditions below carefully before submitting a return request.

By placing an order on our website, you agree to the terms below.

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  1. Return Window

Return requests must be submitted within 30 days of the delivery date.

Requests submitted after this period will not be accepted.

To request a return, please contact:
info@maison-fortin.com

Please include:

  • Your order number

  • Your full name

  • The item(s) you wish to return

  • The reason for your return request

  • Clear photos of the item, if the item is damaged, incorrect or defective

Once your request has been reviewed and approved, you will receive the return instructions and the correct return address.

Please do not return any item without prior confirmation from our customer support team.

Maison Fortin works with international suppliers and fulfilment partners. Because of this, the return address may vary depending on where your item was shipped from. Returns may need to be sent to our supplier’s return facility overseas.

Please do not return items to the sender address shown on the package. This may not be the correct return facility and could result in your return being lost or rejected.

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  1. Return Conditions

To be eligible for a return, all items must:

  • Be unworn, unused, unwashed and undamaged

  • Be returned in their original condition

  • Include all original tags, labels, packaging and components

  • Show no signs of extended wear, perfume, makeup stains, deodorant marks, odour, washing, alteration or improper care

Items may only be tried on for sizing purposes.

Slight size deviations of 2 to 3 cm or minor production variations do not automatically qualify as defects.

Maison Fortin reserves the right to reject returns that do not meet these conditions.

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  1. Non-Returnable Situations

Returns will not be accepted for:

  • Items returned without prior approval

  • Items sent to the wrong return address

  • Items returned to the sender address shown on the package

  • Worn, washed, damaged, altered or used items

  • Items with perfume, makeup stains, deodorant marks, odour or signs of wear

  • Items missing original tags, labels, packaging or components

  • Hygiene-sensitive products that have been opened, worn or used

  • Items marked as Final Sale or Clearance, unless they arrive damaged, defective or incorrect

  • Orders intentionally placed in multiple sizes or variations with the purpose of partial returns

Maison Fortin reserves the right to refuse returns that do not meet our return eligibility conditions.

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  1. Return Shipping Costs & Responsibility

All return shipping costs are the responsibility of the customer, unless the item is confirmed by us to be damaged, defective or incorrect.

This may include:

  • International return shipping fees

  • Customs duties

  • Import taxes

  • Carrier handling fees

Original shipping costs are non-refundable.

Customers are fully responsible for ensuring that the returned package arrives successfully at the provided return address.

We strongly recommend using a tracked shipping method, as Maison Fortin cannot process returns without proof of delivery.

Maison Fortin is not responsible for lost, delayed, refused, failed or incorrectly addressed return shipments.

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  1. Refund Processing

Refunds are only processed after:

  • The return request has been approved in advance

  • The returned item has been received at the correct return address

  • The item has been inspected and approved according to our return conditions

If approved, refunds will be issued to the original payment method within 14 business days after inspection.

Depending on your payment provider or bank, additional processing time may apply before the refund appears on your statement.

Refunds will not be issued if the item does not meet our return conditions, was returned without approval, was sent to the wrong address, or was lost in transit.

In some cases, Maison Fortin may offer a partial refund, store credit, exchange or alternative solution as a gesture of goodwill.

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  1. Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, you must contact us within 48 hours of delivery.

Please email:
info@maison-fortin.com

Please include:

  • Your order number

  • Clear photos of the item

  • Photos of the packaging and shipping label, if relevant

  • A short explanation of the issue

Claims submitted without sufficient evidence may be denied.

Please do not return the item before receiving instructions from us.

We will review the information and work with our supplier or logistics partner to find the most appropriate solution.

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  1. Exchanges

We may offer exchanges or alternative solutions depending on the situation, product availability and the nature of the request.

If you need a different size or colour, please contact us at:
info@maison-fortin.com

Please include your order number and the item you would like to exchange.

In some cases, instead of requiring a full return, we may offer an alternative solution such as partial cashback, store credit or a replacement option.

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  1. Incorrect Shipping Information

Customers are responsible for entering the correct shipping address at checkout.

Maison Fortin is not responsible for failed deliveries caused by incorrect or incomplete shipping information provided by the customer.

Address changes must be requested within 24 hours of placing the order.

Once an order has been processed or dispatched, we may no longer be able to update the shipping address.

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  1. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible at:
info@maison-fortin.com

Orders may only be cancelled before they have been processed, dispatched or handed over to the carrier.

Once an order has been shipped, cancellation is no longer possible and the standard return process applies after delivery.

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  1. Chargebacks & Payment Disputes

Before initiating a chargeback or payment dispute, we encourage customers to contact our support team first so we can review the issue and work toward a solution.

Submitting a chargeback while an order is still in transit, under review, or while a return request is actively being processed may delay the resolution process.

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  1. Abuse & Excessive Return Activity

Maison Fortin reserves the right to refuse returns, refunds, exchanges or future service in cases of excessive, abusive or fraudulent return activity.

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  1. Contact

Email: info@maison-fortin.com

We typically respond within 1 business day.

We appreciate your cooperation and thank you for shopping with Maison Fortin.