Returns & Refunds

Delivery Team

0845 2300 236
bookings@rtwexpress.co.uk

Customer Services

020 8940 0230
contact@maisonhomeinteriors.com

Unsuitable goods

We want you to be happy with your order, however we know that from time to time items do need to be returned. Please see below for our returns policies and how to return unwanted items.

If you believe that any of our products are of unsatisfactory quality, please contact Customer Services.

Accessories

If you wish to return an item for a refund, it needs to be returned to our warehouse within 14 days from the date you received it. Products cannot be returned to us after 14 days unless they are faulty.

Unwanted items will be returned to us at your own cost (with the exception of faulty or damaged goods).

How to return Accessories

Complete the Returns Note that is enclosed with your order.

As the goods are your responsibility until they reach our warehouse, please ensure you wrap the parcel securely, preferably in the original packaging, enclosing the Returns Note. We are unable to process a refund without the completed Returns Note.

Attach the address label that is enclosed with your documents.
*Please note this is NOT a Freepost label, the cost of returning the item is your responsibility.

Returning By Post

Please obtain a validated proof of posting from the Post Office, which you should retain until you receive your refund, as we cannot be held responsible for items that fail to reach us.

Should you not receive a return address label, returns should be posted to:

Maison Returns
Units A & F The Dales Buildings
Forstal Farm
Goudhurst Road
Lamberhurst
KENT  TN3 8AG

Return to Store

You can also take the goods to our store in Richmond Upon Thames, along with the completed Returns Note. We will then forward your returns on to our warehouse, at no charge, for the refund to be processed.

Courier Collection £10

If you would like us to organise collection by courier, please contact our Customer Services team on Tel 020 8940 0230 or email contact@maisonhomeinteriors.com. A £10 charge for collection by courier will be deducted from your refund.

Returning defective or damaged items

Please contact our Customer Services team if you have a faulty item. You will need to follow the procedures above to return the item. Once we have examined the goods and confirmed they are faulty, we will refund the cost of the product, the delivery charge (if the returned items constituted the entire order) and the return postage.

Should you require a replacement item, then we will send this out at no extra charge and refund you for the cost you incurred returning the faulty item. The cost and method of you returning the item should be agreed with us in advance.

Refunds for Accessories

All items must be returned unused and in perfect condition, with a completed Returns Note, before we can process your refund. Once the product is back with us and has been checked, we will process the refund due to you as soon as possible and, in any case within 28 days.

Maison retains the right to refuse a refund on any item not deemed to be re-saleable. We will refund the price of the product in full, including the cost of delivery of the product, where the entire order has been returned.

You will be responsible for the cost of returning the product to us.

Refunds will only be given through the original payment method.

Our Refund Policy does not affect your statutory rights in respect of faulty or damaged goods.

   

Furniture

How to return Furniture

You must notify us by email or telephone of your intention to return the products within 7 days of receiving your order. We will then contact you to arrange collection of your furniture. It may take up to 28 days for collection (possibly longer for more remote areas).

Products cannot be returned to us because they are unsuitable after seven days.

Please complete the Returns Note that is enclosed with your order.

We ask that you return products to us unused, in perfect condition and with their original packaging. Please ensure that furniture is packed carefully, and the completed Returns Note is enclosed.

For all returns (except when the item is faulty), a collection charge will apply at the following rates:-

Courier Collection (small furniture up to 20kgs)
£15 (Remote areas £25)

Two Man Collection
£50 (Remote areas £75)

Furniture items that are simply unsuitable or don’t fit can be taken away at the point of delivery, but the collection charge will still apply.

For hygiene reasons mattresses cannot be returned once packaging has been opened unless confirmed defective.

Returning Defective or Damaged Furniture

On delivery please ensure you check the products carefully for any faults or defects. Should your furniture arrive damaged or faulty please call us while the delivery team are with you so that we can organise a replacement, a repair or a refund.

We reserve the right to repair an item rather than replacing it. We will not accept liability for visible damage not reported within seven days of delivery. Should you request a refund on faulty or damaged products we will refund in full once the goods have been returned and checked in our warehouse. If the defective products constitute the entire order the original delivery charge will be reimbursed.

As there are natural variances in wood and our furniture is finished and painted by hand, each item may be slightly different in measurements, appearance, colour and finish. We will not exchange items purely on the ground of the character or colour of the wood or the paint finish.

Furniture Repairs

If items are found to be defective we will, where deemed reasonable, attempt to restore the product or offer a replacement as soon as reasonably possible.

We work with a specialist furniture repair company who will endeavour to complete a home visit within 14 days of being notified of an issue. If the issue is confirmed as a product fault we will instruct them to repair it, or, if that is uneconomical we will replace your item.

Please do not attempt to repair a damaged item yourself.

Made to Order items and Non-Standard Paint Finishes

Please note we cannot refund any "Made to Order" items or any items with a non-standard paint finish, unless they are faulty. These are clearly highlighted on our website.

Clearance Items

We will not be able to give refunds due to unsuitability on clearance items. These items have been greatly reduced as they are old stock or slightly marked or damaged.

Return to store or warehouse

You can return your furniture to our Richmond store or to our warehouse in Lamberhurst, Kent. Due to space restrictions, large items or orders with multiple items can only be returned to our warehouse and not to our stores. Please call our Customer Services team to arrange this.

Refunds For Furniture

All items must be returned unused and in perfect condition, with a completed Returns Note, before we can process your refund. Once the product is back with us and has been checked, we will process the refund due to you as soon as possible and, in any case within 28 days.

Maison retains the right to refuse a refund on any item not deemed to be re-saleable. We will refund the price of the product in full, including the cost of delivery of the product, where the entire order has been returned.

You will be responsible for the cost of returning the product to us. For furniture orders, where we have collected the goods from you, a collection charge will be deducted from your refund at the following rates:-

Courier Collection (small furniture up to 20kgs)
£15 (Remote areas £25)

Two Man Collection
£50 (Remote areas £75)

Refunds will only be given through the original payment method.

Our Refund Policy does not affect your statutory rights in respect of faulty or damaged goods.

 

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