Refund policy
At Maison Snail, each piece is created to support your ritual of stillness. If your order is not as expected, we accept returns and offer refunds subject to the terms below.
Returns
Eligibility
Items may be returned within 30 days of delivery.
To be eligible, items must be:
- Unused and in original new condition
- Free from damage, wear, or alteration
- Returned in original packaging
- Accompanied by proof of purchase
- Items may be exchanged
- Customer responsible for return postage costs
Maison Snail reserves the right to refuse returns that do not meet these conditions.
European Union — 14 Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.
Items must be returned unused, in their original condition and packaging, with proof of purchase.
How to Request a Return
To initiate a return, please contact us at hello@maisonsnail.com with your order number.
If approved, you will receive instructions for returning your item.
Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
We recommend using tracked shipping, as Maison Snail cannot be responsible for items lost during return transit.
Refunds
Once your return has been received and inspected, approved refunds will be issued to your original payment method.
Please allow 2 business days for your refund to be processed.
Original shipping costs are non-refundable unless the return is due to a fault or error on our part.
Damaged or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 5 days of delivery at hello@maisonsnail.com. We will arrange a replacement or full refund where applicable.
Presale Items
Presale items are eligible for return once delivered, in accordance with the conditions outlined in this policy.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under Australian Consumer Law. You are entitled to a replacement or refund for a major fault, and compensation for any other reasonably foreseeable loss or damage.