Refund policy

1. Custom-Made Artwork

Since each artwork is custom-made according to your specifications, personalized orders are exempt from the right of withdrawal. By placing your order, you acknowledge that returns or exchanges for these unique pieces are not possible.

According to Section 312g (2) No. 1 BGB, the right of withdrawal does not apply to contracts for the delivery of goods made to the consumer's specifications or clearly tailored to personal needs.

2. Damaged or Faulty Items

We take great care in the production of each artwork. However, if your item arrives damaged, defective, or incorrect, please contact us immediately.

How to proceed:

Contact us:Email lolo@maison-maas.com or call us at +49 157 92460216.

  • Report within 7 days: Please report any issues within 7 days of receiving your order.

  • Provide proof: To expedite the process, send us photos of the defect along with your purchase receipt.

If your claim is justified, we will offer either a replacement or a refund. In such cases, we will cover the return shipping costs.


3. EU Right of Withdrawal (14-Day Return Period)

If you have purchased a non-personalized product and reside in the EU, you have the right to cancel your order within 14 days without providing a reason.

Conditions:

  • The item must be unused, undamaged, and in its original packaging.

  • The withdrawal must be declared in writing (e.g., via email) within 14 days of receiving the item.

  • The buyer is responsible for return shipping costs.

To exercise your right of withdrawal, please contact us at lolo@maison-maas.com or call us at +49 157 92460216.

4. Return Process

If a return is necessary, we will provide you with return instructions and, if applicable, a shipping label. Returns sent without prior approval will not be accepted.

Return Address:
Maison Maas
Heidewinkel 7
70192 Stuttgart
Germany

Once we receive and inspect the returned item, we will confirm whether a refund or replacement will be issued. Refunds are processed within 10 business days via the original payment method. If you have not received a refund after 15 business days, please check with your bank or contact us again.

 

5. Items Excluded from Returns

In addition to personalized products, the following items are non-returnable:

  • Discounted or sale items

  • Gift cards

6. Contact Information

For any questions, feel free to reach out to us:
Email: lolo@maison-maas.com
Phone: +49 157 92460216
(Mon-Sat 9:00 AM - 6:00 PM)

We appreciate your trust in Maison Maas and look forward to providing you with unique artworks.