Refund policy


Operated by:
BM Commerce Ltd (t/a Maison Margarita)
128 City Road, London, EC1V 2NX, United Kingdom
Email: contact@maisonmargarita.co.uk
Phone: 0333 090 9360

Overview

We want you to feel confident when ordering from Maison Margarita. Our returns policy is designed to be clear, transparent, and compliant with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. This policy applies to all furniture and home accents purchased through our online store.

Pre-Orders & Availability

Select curated items may be available on a Pre-Order basis when stock is allocated for upcoming production runs or shipments. Estimated dispatch lead times (typically 45–60 business days / 8–12 weeks depending on manufacturing schedules) are clearly displayed on the product page prior to purchase. Pre-Orders follow the standard cancellation and return rights outlined below.

1. Returns & Eligibility

We provide a 14-day return window from the date of delivery. To ensure smooth processing and warehouse compliance, returns are managed under the following terms:

  • Notification: You must notify us of your intent to cancel within 14 calendar days of delivery.

  • Return Window: Once notified, you have a further 14 calendar days to send the items back or arrange collection.

  • Item Condition & Inspection: You are entitled to open and inspect items as you would in a physical store. However, items must be returned complete, undamaged, and with reasonable care taken. If items show evidence of assembly, excessive handling, or damage while in your care, a deduction reflecting the diminished value may be applied to your final refund.

  • Return Shipping Fees: For standard change-of-mind returns, you are responsible for paying the return courier freight costs. Because furniture items incur heavy freight charges (£50–£100+ depending on dimensions), we strongly encourage measuring your space and checking specifications carefully prior to purchase. If we arrange courier collection on your behalf, the actual freight cost will be deducted from your refund.

2. Reporting Damaged, Faulty, or Incorrect Items

Your statutory rights are protected under the UK Consumer Rights Act 2015.

  • Prompt Reporting: We request that you inspect your shipment upon arrival and contact contact@maisonmargarita.co.uk as soon as possible if an item is damaged or incorrect.

  • 30-Day Short-Term Right to Reject: If an item arrives damaged, defective, or incorrect, you are entitled to a full refund, repair, or replacement within 30 days of delivery.

  • Claim Details: To process a damage claim efficiently, please provide your Order Number, clear photos/videos of the defect, and photos of the outer shipping box/courier label.

  • Return Costs for Faults: Where an item is verified as damaged, defective, or incorrect, Maison Margarita will arrange repair, replacement, or return collection at no additional charge to you.

3. Return Authorization & Collections

  • Pre-Authorization Required: All returns must be authorized prior to dispatch. Please contact us to obtain your formal Return Merchandise Authorization (RMA) and designated delivery location. Do not send returned items to our registered corporate office address.

  • Collection Protocol: Items should be safely packaged to prevent transit damage and made ready for courier collection at the original delivery address on the agreed date.

4. Order Cancellations

  • Standard Orders: You may cancel standard orders for a full refund at any point prior to dispatch. Once an order is in transit with our carriers, standard return freight terms apply.

  • Pre-Order Items: Pre-orders may be cancelled for a full refund prior to dispatch. Once dispatched, standard 14-day return rights apply. Extended lead times within the window stated at the time of purchase do not constitute a product defect.

5. Refunds & Processing

  • Timeline: Approved refunds will be processed back to your original payment method without delay, and no later than 14 calendar days following receipt of the returned item at our warehouse (or proof of return shipping).

  • Delivery Charge Refunds: If you cancel your full order within the 14-day cooling-off window, we will refund your original purchase price plus our standard outbound delivery charge. (Any optional express or upgraded delivery surcharges are non-refundable).

6. Non-Returnable Items

Unless verified as faulty, damaged, or incorrect upon arrival, the following items are exempt from standard return rights:

  • Bespoke & Custom Items: Items made-to-order, customized, or manufactured to your specific personal requirements once production has commenced.

  • Items Damaged Post-Delivery: Products modified, improperly assembled, or damaged due to misuse or lack of care while in your possession.

(Note: Standard sale, promotional, and clearance items are fully eligible for return within the standard 14-day window under UK distance selling regulations).