REFUND POLICY

Last Updated: January 27, 2026

At Maison Sumi, each creation is designed as a demanding care ritual. We pay particular attention to the quality of our products and the experience of our customers. If, however, your order does not fully meet your expectations, the conditions below apply.

1. RIGHT OF WITHDRAWAL

1.1 Withdrawal Period

In accordance with applicable regulations and consumer protection laws, you have thirty (30) calendar days from the date of receipt of your order to exercise your right of withdrawal, without the obligation to provide justification.

How to Exercise Your Right: To request a return or withdrawal, please contact us at:
📧 Email: contact@maisonsumi.com
Subject Line: "Return Request" or "Refund Request"

1.2 What You Must Include

When contacting us for a return, please provide:

Your order number
Reason for return (optional but helpful)
Photos of the product (if defective or damaged)
Your preferred resolution (refund or exchange)

2. REFUND ELIGIBILITY CONDITIONS

2.1 Product Condition Requirements

For reasons of quality, safety, and hygiene, the following conditions apply to all returns:

✅ Products must be:

New and unused
Unopened with all seals intact
In their original packaging in perfect condition
Accompanied by proof of purchase (order confirmation email or receipt)

❌ The following CANNOT be refunded:

Opened cosmetic products
Used or partially used products
Products with broken seals or tampered packaging
Products damaged due to customer misuse
Products without original packaging
Products purchased more than 30 days ago
Sale items marked as "Final Sale"
Gift cards or promotional items

2.2 Health and Hygiene Regulations

Due to health, hygiene, and safety regulations applicable to cosmetic products, opened or used products cannot be accepted for return or refund under any circumstances.

This policy is in place to protect the health and safety of all our customers and comply with FDA cosmetic regulations.

2.3 Returns That Do Not Meet Requirements

Returns that do not meet the above eligibility conditions will not be accepted.

If you ship a return that does not meet our requirements:

We will notify you that the return cannot be accepted
We may offer to ship the product back to you at your expense
Alternatively, you may authorize us to dispose of the product

3. RETURN PROCEDURE

Step 1: Contact Customer Service

Email us at contact@maisonsumi.com with:

Subject: "Return Request"
Order Number: [Your order number]
Reason for Return: Brief explanation
Photos: If applicable (for damaged or defective products)

Step 2: Receive Return Authorization

Within 1-2 business days, our team will provide you with:

Return authorization (approval or denial)
Return shipping address
Return instructions
RMA (Return Merchandise Authorization) number (if applicable)

Important: Do not ship any products back without first receiving return authorization from us.

Step 3: Ship Your Return

Pack securely: Use the original packaging if possible
Include documentation: Copy of order confirmation or packing slip
Write RMA number: On the outside of the package (if provided)
Use trackable shipping: We recommend using a carrier with tracking and insurance
Send to the address provided: Only ship to the return address we provide

Step 4: Confirm Shipment

Email us the tracking number at contact@maisonsumi.com
We will confirm receipt and inspection of your return

4. RETURN SHIPPING COSTS

4.1 Customer Responsibility

You are responsible for return shipping costs in the following situations:

Change of mind or personal preference
Wrong size, scent, or product selection (customer error)
"Buyer's remorse"
Any return not due to Maison Sumi error or defect

We recommend:

Using a trackable shipping service (USPS, UPS, FedEx)
Purchasing shipping insurance for valuable orders
Keeping your tracking number and shipping receipt

Maison Sumi is NOT responsible for:

Lost or damaged return shipments
Packages returned without tracking
Return shipping costs incurred by the customer

4.2 Maison Sumi Responsibility

We will cover return shipping costs if:

You received a defective product
You received a damaged product
You received the wrong product due to our error
The product does not match the description on our website

In these cases, we will provide a prepaid return shipping label at no cost to you.

5. REFUND PROCESSING

5.1 Inspection Period

Once we receive your returned product:

We will inspect it within 3-5 business days
We will verify that it meets all return eligibility requirements
We will notify you of the inspection results by email

5.2 Refund Timeline

For approved returns:

Refund will be processed within 5-7 business days after inspection approval
Refund will be issued to your original payment method
Bank processing time: Allow an additional 5-10 business days for the refund to appear in your account, depending on your financial institution

Total Timeline: Approximately 2-3 weeks from when you ship the return until the refund appears in your account.

5.3 Refund Amount

What IS refunded:

✅ Full product price

What IS NOT refunded:

❌ Original shipping fees (unless return is due to our error or a defect)
❌ Return shipping costs (what you paid to ship the item back to us)
❌ Customs duties or import fees (for international orders)

Example:

Product Price: $35.00
Original Shipping: $6.95
Total Paid: $41.95
Refund Amount: $35.00 (product only)
Your Cost: $6.95 (shipping) + return shipping fees

5.4 Partial Refunds

Partial refunds may be issued in the following circumstances:

Product is returned past the 30-day window (at our discretion)
Product shows signs of use or wear
Product is missing components (e.g., missing brush or accessory)
Packaging is damaged or incomplete

We will notify you by email if a partial refund is approved and explain the refund amount.

5.5 Refund Denials

If your return does not meet eligibility requirements, we will:

Notify you by email with the reason for denial
Offer options:
- Ship the product back to you at your expense
- Dispose of the product with your written authorization
- Issue a partial refund if appropriate

6. DEFECTIVE PRODUCTS OR ORDER ERRORS

6.1 Reporting Issues

If you receive a product that is:

Damaged during shipping
Defective or malfunctioning
Incorrect or missing items
Does not match your order

You must contact us within 48 hours of delivery.

How to Report: Email contact@maisonsumi.com with:

Subject: "Defective Product" or "Wrong Item Received"
Order number
Clear photos showing:
- The defect or damage
- Product packaging
- Shipping box (if damaged)
Description of the issue

6.2 Resolution Options

After verifying your claim, we will offer, at your preference:

Full Replacement
- We will send a replacement product with free expedited shipping
- You will receive a prepaid return label for the defective item
Full Refund
- Including the full product price
- Including original shipping costs
- Prepaid return label provided
Partial Refund (if you prefer to keep the product despite the issue)
- Keep the product and receive a partial refund

Our Commitment: We will resolve defective product issues within 2-3 business days of receiving your report.

6.3 No Cost to You

For defective, damaged, or incorrect products due to our error:

You will NOT pay return shipping (we provide prepaid label)
You will receive a full refund including original shipping
We will expedite your replacement at no charge

7. ⚠️ BUNDLE SELECTION - CUSTOMER RESPONSIBILITY

7.1 Bundle Configuration Disclaimer

IMPORTANT: When ordering product bundles or sets (e.g., "2 Bars + Brush Bundle"):

✅ You are responsible for:

Selecting the correct products, scents, or variants in the bundle
Verifying your selections before completing checkout
Reviewing your order confirmation email

❌ Maison Sumi is NOT responsible for:

Incorrect product selections made by the customer during checkout
Wrong scent or variant choices in bundle configurations
Customer errors in customizing bundle options

7.2 Bundle Selection Errors

If you selected the wrong products in a bundle:

This is considered a customer error, not a Maison Sumi error
You are responsible for return shipping costs
Standard return conditions apply (unopened products only)
Original shipping fees are not refundable

Example Scenario:

You ordered "Bundle: 2 Bars" and selected "Ginseng + Rosemary"
You wanted "Ginseng + Aloe" but accidentally clicked the wrong option
This is a customer selection error
You may return the unopened products (at your cost) and place a new order

7.3 Our Responsibility

Maison Sumi IS responsible only if:

We shipped the wrong products (not what you selected)
The bundle contained incorrect items due to our fulfillment error
Products were defective or damaged

In these cases, we will cover all return costs and provide a replacement or refund.

7.4 How to Avoid Bundle Errors

Before completing your order:

✅ Double-check your product selections in the cart
✅ Review bundle configurations carefully
✅ Verify scents, variants, and quantities
✅ Read your order confirmation email immediately after purchase

If you notice an error immediately after ordering:

Contact us within 1 hour at contact@maisonsumi.com
We may be able to modify your order before it ships

7.5 Policy Summary

CUSTOMER RESPONSIBILITY:
❌ Wrong scent/variant selected by customer
❌ Bundle customization errors
❌ Incorrect quantity chosen
→ Customer pays return shipping

MAISON SUMI RESPONSIBILITY:
✅ Wrong item shipped (not what customer ordered)
✅ Fulfillment error by our team
✅ Defective or damaged products
→ Maison Sumi covers all costs

8. NON-REFUNDABLE ITEMS

The following items are final sale and cannot be returned or refunded under any circumstances:

❌ Opened or used cosmetic products
❌ Products with broken seals
❌ Gift cards or promotional codes
❌ Items marked as "Final Sale" or "Clearance"
❌ Digital products or downloadable content
❌ Products purchased from third-party retailers (not directly from Maison Sumi)

9. EXCHANGES

9.1 No Direct Exchanges

We do not offer direct product exchanges.

If you would like a different product, scent, or variant:

Return the original item following our return process
Place a new order for the desired product

This ensures you receive your preferred product as quickly as possible.

9.2 Exception: Defective Products

Defective or damaged products may be replaced immediately without requiring a return first (see Section 6).

10. INTERNATIONAL RETURNS

10.1 International Orders

For orders shipped outside the United States:

Customers are responsible for all return shipping costs
Return shipping can be expensive for international shipments
We recommend using a trackable international shipping service

10.2 Customs and Duties

Not refundable:

❌ Customs duties paid upon delivery
❌ Import taxes or fees
❌ International shipping fees

Important: Mark return packages as "Returned Goods" on customs forms to potentially avoid additional charges.

10.3 Extended Processing Time

International returns may take longer to process:

Allow up to 21 business days for inspection and refund
International shipping times vary significantly

11. FRAUDULENT RETURNS

11.1 Return Abuse

Maison Sumi reserves the right to refuse returns or issue partial refunds if we suspect fraudulent activity, including:

Returning used products claimed as unused
Returning products not purchased from Maison Sumi
Excessive or abusive return patterns
Switching products or packaging

11.2 Consequences

Customers engaging in return fraud or abuse may:

Have returns denied
Have accounts suspended or terminated
Be reported to appropriate authorities
Be held liable for costs and damages

12. STORE CREDIT OPTION

12.1 Store Credit Instead of Refund

Instead of a refund to your original payment method, you may request store credit:

Benefits:

✅ 10% bonus credit (e.g., $50 refund = $55 store credit)
✅ Valid for 12 months from issuance
✅ No return shipping costs deducted
✅ Can be used on any future purchase

How to Request: Indicate your preference for store credit when initiating your return.

13. SATISFACTION GUARANTEE

13.1 Our Commitment

We stand behind the quality of our products. If you're not satisfied with your Maison Sumi purchase, we will work with you to make it right.

13.2 First-Time Customer Guarantee

First-time customers who are unsatisfied may receive a full refund even if the product has been opened or used once, provided:

You contact us within 14 days of delivery
You return the product with at least 50% remaining
You provide feedback on why the product didn't meet your expectations

This guarantee allows you to try our products with confidence.

14. CANCELLATIONS

14.1 Before Shipment

Contact us immediately at contact@maisonsumi.com
If your order hasn't shipped yet, we can cancel it and issue a full refund
Response time: We aim to respond within 1-2 hours during business hours

14.2 After Shipment

Orders cannot be cancelled once shipped
You may refuse delivery or return the package following our return policy

15. CONTACT INFORMATION

For all refund and return inquiries:

Maison Sumi LLC

Email: contact@maisonsumi.com

Subject Lines:

"Return Request"
"Refund Inquiry"
"Defective Product"
"Order Error"

Customer Service Hours:
Monday - Friday, 9:00 AM - 5:00 PM MST

Response Time: We respond to all emails within 24 business hours

16. MODIFICATIONS TO THIS POLICY

Maison Sumi reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our Website with an updated "Last Updated" date.

Your continued use of our services after modifications constitutes acceptance of the updated policy.