Refund policy

Refunds & Returns Policy

At Maison Austin, we take great pride in the quality and craftsmanship of our products. Each item is carefully created, and we stand fully behind our work.

Custom & Personalized Items

Due to the custom-made and personalized nature of many of our products, these items are not eligible for returns or refunds.

We stand by our workmanship. If we have made an error or your item arrives with a defect caused by us, we will gladly correct the issue. Any concerns must be reported within 48 hours of delivery, along with clear photos and a description of the issue.

Before submitting your order, please ensure that all personalization details (including names, spelling, colours, sizes, designs, etc.) are correct. Personalized items are created by hand specifically for you and cannot be resold.

Non-Custom (Standard) Items

30-Day Return Policy

We offer a 30-day return window for non-custom items. This means you have 30 days from the date you receive your item to request a return.

Return Eligibility

To qualify for a return, items must be:

  • In the same condition as received

  • Unworn and unused

  • With original tags attached

  • In original packaging

  • Accompanied by proof of purchase

How to Start a Return

To initiate a return, please contact us at hello@maison-austin.com.

If your return is approved, we will provide:

  • A return shipping label

  • Instructions on how and where to send your item

  • Returns sent without prior approval will not be accepted.

Return Address:
96 N Acacia Park Cir, The Woodlands, Tx, USA, 77382

Damages, Defects & Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us immediately so we can assess the issue and make it right.

Exceptions & Non-Returnable Items

The following items cannot be returned:

  • Custom or personalized products

  • Sale items

  • Gift cards

If you’re unsure whether your item qualifies, please contact us before initiating a return.

Exchanges

The quickest way to receive a different item is to return the original item (if eligible). Once your return is approved, you may place a new order for the replacement item.

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, without providing a reason.

Returned items must be:

  • Unused and unworn

  • In original condition and packaging

  • Accompanied by proof of purchase 

Custom and personalized items remain excluded from this provision.

Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved, refunds will be processed to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card provider.

If more than 15 business days have passed since your refund was approved, please contact us at hello@maison-austin.com.

Thank you for supporting Maison Austin and for choosing handmade, thoughtfully crafted products.