Returns & Refunds Policy

We want you to be happy with your purchase. This policy sets out your rights to return items and receive a refund. It applies to consumer (B2C) orders. Trade (B2B) orders are subject to our separate trade terms.

Your right to cancel (consumers)

Under the Consumer Contracts Regulations 2013, if you are a consumer you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, contact us at sam@maisonpont.co.uk before the 14-day period ends.

Returning your item

After cancelling, you must return the goods to us within 14 days. Items should be returned unused, in their original condition and packaging where possible. You are responsible for the cost of return postage unless the item is faulty or incorrect.

Refunds

We will refund you within 14 days of receiving the returned goods, or of you providing evidence that you have returned them. Refunds are made to your original payment method. We may reduce your refund to reflect any reduction in the value of the goods caused by handling beyond what is necessary to inspect them.

Faulty or incorrect items

If an item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015. Please contact us as soon as possible with details and photographs, and we will cover return costs and put things right.

Exceptions

Certain items may be exempt from the right to cancel, such as personalised goods or hygiene-sealed products where the seal has been broken. Any exceptions will be made clear at the point of purchase.

How to contact us

For all returns and refunds, contact sam@maisonpont.co.uk. Please include your order number to help us process your request quickly.