Refund policy
Maison JC Ltd Returns and Refunds Policy
1. Overview
At Maison JC Ltd, we are committed to providing a transparent, premium experience when purchasing pre-owned luxury items.
We understand that buying luxury goods online is a considered decision. This policy sets out a clear and fair returns framework, designed to protect both our customers and the integrity of the items we sell.
As a UK-based business, this policy aligns with applicable UK consumer legislation while also setting clear expectations for international customers.
2. Your Right to Cancel (Change of Mind)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item.
To exercise this right:
- You must notify us in writing within 14 days of delivery;
- You must return the item within a further 14 days.
3. Inspection vs Use
You may handle and inspect the item only to the extent necessary to establish its:
- Nature;
- Characteristics;
- Functioning.
This is equivalent to how the item would be handled in a retail environment.
Items must not be:
- Worn or used beyond inspection;
- Taken into regular use;
- Altered or treated in any way.
4. Return Conditions
To be eligible for a return:
- The item must be returned in the same condition as received;
- The item must show no additional wear, use, or damage;
- All original packaging, accessories, and components must be included;
- Security tags (where applied) must remain attached and intact.
Returns that do not meet these conditions may be:
- Refused; or
- Subject to a deduction reflecting diminished value.
5. Returns That Will Not Be Accepted
We reserve the right to refuse returns where:
- The return request is made outside the 14-day cancellation period;
- The item is returned outside the required timeframe;
- The item has been used, worn, altered, or damaged after delivery;
- The item is missing packaging or components (e.g. dust bags, boxes, inserts, straps, chains, or accessories);
- Security tags have been removed or tampered with (where applicable).
6. Faulty or Misdescribed Items
If you believe an item is:
- Faulty; or
- Not as described
you must notify us as soon as reasonably possible.
You may be entitled to remedies under the Consumer Rights Act 2015.
Where a return is accepted due to fault or misdescription:
- We will reimburse reasonable return shipping costs;
- We may assist in arranging an appropriate return method where necessary.
7. Item Verification and Fraud Prevention
All items sold by Maison JC Ltd are recorded prior to dispatch, including:
- Detailed photography;
- Condition documentation;
- Unique identifiers where applicable.
All returned items will be verified against these records.
Where a returned item:
- Does not match the item originally sold;
- Has been altered, substituted, or tampered with; or
- Cannot be verified as the original item dispatched
we reserve the right to:
- Refuse the return;
- Withhold any refund; and
- Take further action where appropriate, including reporting suspected fraud.
8. Authentication Verification
Where an item has been sold with third-party authentication, we reserve the right to verify the authenticity of any returned item prior to issuing a refund.
Where there is reasonable concern regarding:
- The authenticity of the returned item; or
- Whether the returned item matches the item originally sold
we may carry out further verification, including independent authentication.
Where verification indicates that the item is not authentic or does not match the original item sold, the return will be refused and no refund will be issued.
9. Return Process and Support
This returns process applies to items purchased directly from the Maison JC Ltd website.
If your item was purchased via a third-party platform (including, but not limited to, eBay or Vinted), you must follow the returns and dispute process set out by that platform.
To initiate a return, you must contact us at:
Your request must include:
- Your order number;
- Reason for return;
- Supporting images (if applicable).
Returns must not be sent without prior approval.
We aim to support customers throughout the returns process and can provide guidance on appropriate return methods. Any guidance provided does not transfer responsibility for the return shipment or its safe delivery.
10. Return Shipping
For returns under the 14-day cancellation period:
- Customers are responsible for all return shipping costs;
- Original shipping charges are non-refundable;
Customers must ensure that returned items are securely packaged and returned safely. We strongly recommend using a tracked and insured delivery service appropriate to the value of the item.
Where a return is due to an item being faulty, misdescribed, or not authentic:
- We will reimburse reasonable return shipping costs;
- We may assist in arranging the return where appropriate.
Maison JC Ltd is not responsible for loss or damage during return transit where the customer has arranged the return shipment.
11. International Returns
For international orders:
- Customers are responsible for all return shipping costs;
- Original shipping charges, import duties, and taxes are non-refundable;
Returned items must be clearly marked as “Returned Goods” to avoid additional customs charges.
Maison JC Ltd is not responsible for any customs duties, taxes, or charges incurred on returned items.
12. Refunds
Once your return is received and inspected:
- Refunds will be issued to the original payment method;
- Refunds will be processed within a reasonable timeframe.
We reserve the right to:
- Deduct amounts for diminished value where applicable;
- Withhold refunds until the item has been received and verified.
13. Contact
For all return-related queries, please contact: