Maison Em — Return Policy

Last Updated: 15th June 2026

Due to the nature of fragrance products and hygiene regulations, certain items are not eligible for return once opened or used.

Please review the policy below carefully before placing your order.

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1. AuraKey Refills, Samples & Discovery Formats

Maison Em fragrances are prepared in wearable discovery formats designed for personal use and fragrance exploration.

For hygiene and product integrity reasons:

• All opened fragrance products are considered final sale
• Returns are only accepted if the product remains completely unused and unopened
• Security seals and original packaging must remain intact
• Any item showing signs of use, spraying, damage, or tampering may be refused

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2. Full Bottle Returns

If Applicable - Full bottle fragrances may be eligible for return only if:

• The bottle remains unopened
• Original cellophane wrapping is intact
• The fragrance has not been sprayed or tested
• Packaging remains in original condition

Return requests must be submitted within 7 days of delivery.

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3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact Maison Em within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

• Your order number
• Photos of the shipping package
• Photos of the product received

Where applicable, we will arrange a replacement, store credit, or refund after review.

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4. Non-Returnable Items

The following items are not eligible for return or exchange:

• Opened fragrances
• Used AuraKey Refills or samples
• Personalized or custom items
• Subscription products or curated discovery boxes
• Clearance or final-sale items
• Gift cards

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5. Refund Processing

Approved refunds are issued to the original payment method used during checkout.

Please allow approximately 5–10 business days for processing, depending on your payment provider.

Original shipping fees are non-refundable unless the return is due to an error made by Maison Em.

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6. Return Authorization

All returns must be approved by Maison Em before being shipped back.

Unauthorized returns may be refused or returned to sender.

For return requests or support, please contact our customer care team before initiating any shipment.