Return & Refund

We want you to feel confident buying from us. If something isn't right with your order, we'll work with you to make it right — no runaround, no fine print surprises.

Return Eligibility

We accept returns within 30 days of delivery for items that meet the following conditions:

The item is unused and in its original condition
All original packaging, accessories, manuals, and parts are included
You have a valid proof of purchase (order confirmation email or receipt)

Items that show signs of misuse, modification, or physical damage caused by the customer, or are missing components, are not eligible for return.

Items We Cannot Accept Back

Unless the item arrived defective or damaged, the following cannot be returned:

Items marked as Final Sale
Customized or special-order products
Items returned more than 30 days after delivery
Items without proof of purchase from Maisonnativa

How to Start a Return

Email us at support@maisonnativa.com with the following:

Your full name and order number
Reason for the return
Photos or a short video of the item (required for defective, damaged, or incorrect item claims)

Once we review your request, we'll reply within 1–2 business days with return approval confirmation, the return shipping address, and any additional instructions.

Please do not ship anything back before receiving written approval. Unauthorized returns may not be processed.

Approved returns must be shipped back within 10 days of receiving return authorization.

Who Pays for Return Shipping

If the item arrived defective or damaged: we cover return shipping costs.

If the wrong item was sent by us: we cover return shipping costs.

If the return is due to a change of mind: the customer is responsible for return shipping.

If the item is not as expected but undamaged: the customer is responsible for return shipping.

We strongly recommend using a trackable shipping method. We are not responsible for packages lost in transit without delivery confirmation.

Refunds

Once we receive and inspect your return:

If approved: a full refund will be issued to your original payment method within 2 business days
If not approved (item used, damaged by customer, or missing parts): we will notify you by email and explain why

Refunds are issued only to the original payment method used at checkout. We cannot process refunds to a different account or method.

Original shipping charges are non-refundable unless the issue was caused by us.

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery.

Include photos or a short video showing the issue. We will offer:

A free replacement shipped to you, or
A full refund including any original shipping fees

We cover all costs in these cases. You will not be asked to pay to return a product that arrived wrong or broken.

Order Cancellations

You may cancel your order within 12 hours of placing it for a full refund.

Once an order has been processed or shipped, it cannot be canceled or modified. If your order has already shipped, please follow the return process above.

If you need to cancel, email us as soon as possible at support@maisonnativa.com — we'll do our best to catch it in time.

Special Note: Power Tools with Lithium-Ion Batteries

Power tools that include lithium-ion batteries are subject to U.S. carrier shipping regulations when returned.

Please do not return any battery-containing product without first contacting our support team. We will provide specific packaging and shipping instructions to ensure compliance and safety.

Damaged or swollen batteries should not be shipped under any circumstances — contact us immediately if you receive a product with a battery concern.

Pricing Transparency

The price shown at checkout is the final price. There are no hidden fees, subscription requirements, or surprise charges. What you see is what you pay.