Refund policy

Returns and right of withdrawal

You may notify us that you wish to return an eligible standard-size item within 14 days after receiving it. Making a standard-size item to order does not by itself remove mandatory European Union withdrawal rights.

To request a return, email info@ex.maison before sending the item and include your order number and the item you wish to return. We will provide return instructions and the return address.

Return conditions

Returned items must be unworn, unused, unwashed and unaltered, with all original tags and packaging. You are responsible for taking reasonable care of the goods while they are in your possession. We may reduce a refund where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the item, as permitted by law.

Return shipping

For correctly supplied goods, the customer arranges and pays the return shipping. We recommend a tracked service and cannot be responsible for a return until it reaches us. If an item is faulty, damaged on arrival or incorrectly supplied, contact us promptly with photographs; once accepted, EX MAISON will cover reasonable return shipping.

Refunds

We will inspect the returned item and notify you of the outcome. Approved refunds are issued to the original payment method within the period required by applicable law. Your bank or payment provider may need additional time to display the funds.

Exceptions

Items made to your individual specifications or clearly personalised may be excluded from the statutory right of withdrawal where permitted by law. This exception does not apply merely because a standard-size item was produced after your order.

Cancellations and order changes

Because production begins after order confirmation, contact us immediately if you need to request a change or cancellation. Statutory rights remain unaffected.

Nothing in this policy limits mandatory consumer rights.