Return Policy
Changed your mind? Here is how to send it back.
30-day returns
Return any piece within 30 days of delivery.
Free EU returns
We cover return shipping within the EU.
24-month warranty
Covered against manufacturing defects for 24 months.
How to start a return
- Email us at contact@maison-moya.com within 30 days of delivery, with your order number and a short note on the reason.
- We reply within one business day with a prepaid return label (EU) or clear return instructions for international orders.
- Pack the piece in its original packaging, including all protective materials and accessories.
- Drop the parcel at the nominated carrier point and keep the tracking receipt until your return is confirmed.
- Once we receive and inspect the item, your refund is processed under our Refund Policy.
Return window & condition
- Returns must be requested within 30 days of the delivery date.
- Pieces must be unused and in their original condition and packaging, with all accessories and protective materials.
- We may reduce a refund where an item has been handled beyond what is necessary to inspect it.
What can be returned
- Unused pieces in their original condition and packaging.
- Items returned within the 30-day window.
- Pieces that arrived damaged, defective, or different from what was ordered.
What cannot be returned
- Custom or made-to-order pieces produced specifically for you.
- Items showing signs of use, installation, or damage caused after delivery.
- Returns sent without prior notice or after the 30-day window has closed.
- Gift cards and downloadable digital content.
Exchanges
We do not process direct exchanges. For a different size, finish, or piece, please return the original order for a refund and place a new order for the replacement. This keeps timelines clear on both sides.
Damaged or defective items
Every Maison Moya piece is inspected by hand before it leaves our atelier. If a piece arrives damaged or develops a defect within the 24-month warranty period, we will repair, replace, or refund it at no cost to you. Email us within 7 days of delivery with your order number and clear photos of the issue (including the outer packaging) and we will arrange collection.
Cancellations
You can cancel any order free of charge before it is dispatched. Once the dispatch confirmation has been sent, the order falls under the standard return process above.
