Maison Em — Return & Refund Policy

Maison Em L.L.C-FZ, Dubai, United Arab Emirates Last Updated: 15 August 2026 · Version: 2.0

Your Statutory Rights Come First

Nothing in this Policy limits your rights under UAE consumer protection law. If a product is defective, unsafe, damaged in transit, incorrect, or materially different from its description, you are entitled to a remedy regardless of anything else on this page — including where the product has been opened.

Maison Em L.L.C-FZ is the seller and the party responsible to you. Where a product was prepared for Maison Em by a company under common ownership or by a supplier, that does not affect your rights against Maison Em or how we handle your claim.

1. Hygiene Restriction on Fragrance Products

Fragrance is applied to skin. For hygiene and product-integrity reasons, and because a decanted product cannot be safely resold once opened:

• Opened, used or sprayed fragrance products cannot be returned for a change of mind.
• Change-of-mind returns are accepted only where the product is completely unused, unopened, with seals and packaging intact.
• Any item showing signs of use, spraying, damage or tampering may be refused.
• This restriction applies to change-of-mind returns only. It does not apply to the situations in Section 3.

2. Change-of-Mind Returns

Window	7 days from delivery to request
Condition	Unopened, unused, seals intact, original packaging
Full bottles	Cellophane wrap intact, never sprayed or tested
Approval	Return authorisation required before shipping anything back
Return shipping	At your cost
Original shipping fee	Non-refundable

Request a return at hello@themaisonem.com with your order number. Do not ship anything back before we confirm — unauthorised returns may be refused or returned to sender.

3. Damaged, Defective, Incorrect or Unsafe Products

Contact us within 7 days of delivery at hello@themaisonem.com with:

• your order number
• the reference on the product label, if you have it — your order number alone is sufficient
• photographs of the outer packaging
• photographs of the product received

“We will review the matter and provide an appropriate remedy, which may include replacement, refund or credit, in accordance with the circumstances and your rights under applicable law.”

This applies whether or not the product has been opened.

Where a fault only becomes apparent later — for example a leaking atomiser or a suspected authenticity issue — contact us as soon as you become aware. We will deal with it on its merits and will not refuse a genuine claim solely because a fixed window has passed.

4. Not Eligible for Change-of-Mind Return

• Opened or used fragrance products
• Used AuraKey Refills, Discovery Vials or samples
• Personalised or custom items
• Curated discovery boxes and, where offered, dispatched subscription cycles
• Clearance and final-sale items
• Gift cards

Section 3 continues to apply to all of the above.

5. Subscriptions

Subscription services are not currently offered. If and when they launch, dispatched subscription cycles will generally not be refundable. Exceptions, cancellation deadlines and the treatment of charges taken after cancellation are set out in Section 10 of our Terms of Service.

6. Refund Processing

Approved refunds are issued to the original payment method.

Allow 5–10 business days after approval for the refund to appear, depending on your payment provider.

Original shipping fees are refunded where the return results from an error, defect or damage on our side.

7. Return Authorisation

All returns require our approval in advance. Contact hello@themaisonem.com before shipping anything back.

8. Escalation

If you are not satisfied with our handling of a return or refund, you may escalate to the UAE Ministry of Economy Consumer Protection Department or the Dubai Department of Economy and Tourism.

9. Contact

Maison Em L.L.C-FZ · Dubai, United Arab Emirates hello@themaisonem.com