Maison Em — Terms of Service

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

OVERVIEW

These Terms of Service (“Terms”) govern your access to and use of the Maison Em website, products, services, the AuraKey ecosystem, any subscription services, and related digital channels (together, the “Services”).

In these Terms, “Maison Em”, “we”, “us” and “our” refer to Maison Em L.L.C-FZ, Dubai, United Arab Emirates. Maison Em L.L.C-FZ is the seller and your contracting party.

By accessing, browsing, creating an account, placing an order or otherwise using the Services, you agree to be bound by these Terms and by our Privacy & Cookie Policy, Return & Refund Policy, Shipping Policy, Product Safety & Ingredient Information, Authenticity & Sourcing Policy and Legal Disclaimer, each of which forms part of your agreement with us.

If you do not agree, do not use the Services.

1. HOW MAISON EM IS ORGANISED

Please read this section — it explains who does what, now and in future.

Maison Em L.L.C-FZ is the seller of the products offered through the Services and is responsible to you for them.

Some of the functions behind the Services — in particular fragrance sourcing, authentication, decanting and preparation, and the classification, matching and recommendation technology that powers fragrance discovery — may be performed by Maison Em itself, or by a separate company under common ownership with Maison Em, or by a third-party supplier or successor. In these Terms, any such company is a “Group Company”.

What this means for you:

• Where these Terms say that Maison Em does something, that includes it being done by a Group Company on Maison Em’s behalf.
• Maison Em’s responsibility to you is unaffected. Whoever physically prepares a product or operates the technology, Maison Em L.L.C-FZ remains the party you bought from and the party you deal with on returns, refunds, safety and complaints.
• Maison Em L.L.C-FZ remains your contracting party unless and until we notify you of a change in accordance with Section 22.
• The organisation of these functions may change over time. Any such change will not reduce your rights under these Terms or under applicable law.

2. ELIGIBILITY AND ACCOUNTS

You must be at least 18 years old to purchase from Maison Em. By placing an order you confirm that you are.

You are responsible for the accuracy and currency of the information you give us, including name, contact details, billing information, delivery address and payment details.

You are responsible for keeping your account credentials confidential and for activity carried out through your account. Notify us immediately at hello@themaisonem.com if you believe your account has been accessed without authorisation.

You may not transfer, sell, assign or license your account without our written approval.

3. OUR PRODUCTS: INDEPENDENT DECANTING AND NON-AFFILIATION

Maison Em is an independent fragrance discovery and curation business. We are not a manufacturer, brand owner, authorised distributor or agent of any fragrance house.

We are not affiliated with, endorsed by, sponsored by, authorised by or associated with any fragrance brand, trademark owner, designer, perfumer or manufacturer referenced on our Services, unless we expressly state otherwise in writing.

All third-party brand names, fragrance names, trademarks, bottle designs, logos, imagery and product names remain the property of their respective owners and are used solely for identification, editorial, curation and descriptive purposes, in a manner that does not imply affiliation or endorsement.

Genuine fragrances are obtained and independently transferred and rebottled into Maison Em’s own formats, including AuraKey Refills, Discovery Vials, sample formats and curated sets. This preparation is carried out by Maison Em or by a Group Company or supplier on its behalf, as described in Section 1.

What you are buying: an independently rebottled fragrance product supplied by Maison Em. You are not buying a product manufactured, packaged, distributed, authorised or warranted by the original brand. The original manufacturer bears no responsibility for the condition, presentation, performance or packaging of a product once it has been rebottled.

Maison Em does not manufacture, imitate, recreate, dilute, reformulate or sell clone, “inspired-by” or counterfeit fragrances.

4. PRODUCT PRESENTATION AND ACCURACY

We make reasonable efforts to ensure descriptions, imagery, notes, colours, sizes, availability and pricing are accurate.

Original fragrance bottles, branded packaging and retail presentation shown in imagery are used for identification and editorial reference only. Unless expressly stated, Maison Em products do not include the original full-size bottle, original branded packaging or any accessory shown in imagery.

Colours, finishes, packaging details, atomiser performance, bottle mechanics and on-screen appearance may vary due to lighting, photography, device settings, component batches and other factors.

Fragrance is transferred without dilution, reformulation or alteration. Because decanting involves transfer into a different container with a different atomiser and different air exposure, the sensory experience of a decanted sample may differ from the same fragrance sprayed from a sealed original bottle. We do not represent that the two are identical.

We may correct descriptions, pricing, typographical errors or availability information at any time, including after an order is placed. Where a correction materially affects an order you have already paid for, we will contact you and offer a replacement, credit or refund.

5. FRAGRANCE PERFORMANCE, SAFETY AND ALLERGENS

Fragrance performance is subjective. Longevity, projection, sillage and scent development vary with skin chemistry, climate, humidity, storage, application method and individual sensitivity. We do not guarantee that a fragrance will perform identically for every customer.

Fragrance products contain concentrated aromatic compounds and alcohol. They are flammable and may cause irritation or allergic reaction in some people.

Before use: patch-test on a small area of skin. Do not ingest. Avoid contact with eyes, broken or irritated skin, flames and heat sources. Keep out of reach of children. Store away from direct sunlight and heat.

If you experience irritation, discomfort or an allergic reaction, stop using the product immediately and seek medical advice. Please also report it to us at hello@themaisonem.com with your order number, so that we can record the incident and check the batch.

“Ingredient, allergen and safety information available to Maison Em is provided through the relevant product information, packaging where applicable, and/or our Product Safety & Ingredient Information page. Customers with known sensitivities should review the available information before use and contact us if further information is required.”

6. THE AURA FRAMEWORK, QUIZ AND RECOMMENDATIONS

The Aura framework, scent classifications, quiz results, fragrance recommendations, editorial descriptions and related content are provided for discovery, inspiration and personal exploration only.

Aura classifications and recommendations are subjective, editorial and proprietary. They are not medical, psychological, therapeutic, diagnostic, dermatological or scientific assessments, and must not be relied on as such.

We do not guarantee that any recommendation, quiz result, scent profile or Aura classification will suit you or produce any particular result, impression or outcome.

Automated processing. Recommendations, rankings and curated selections are generated automatically from your quiz responses and your interactions with the Services. By using the Services you acknowledge this. The technology behind it is operated by Maison Em or by a Group Company, as described in Section 1. Your rights in relation to profiling and automated processing, including how to object, are set out in our Privacy & Cookie Policy.

7. PRODUCT AVAILABILITY

All products and Services are subject to availability. Our catalogue depends on sourcing and may change without notice; the availability of any particular fragrance is not guaranteed.

We may limit purchase quantities, refuse, cancel or restrict orders, discontinue products, or limit access by person, region, jurisdiction or order volume.

We may cancel orders we reasonably suspect involve fraud, unauthorised commercial resale, abuse, pricing or inventory error, or breach of these Terms. Where an order is cancelled after payment, we will refund to the original payment method.

8. ORDERS AND ACCEPTANCE

Placing an order is an offer to purchase. Your order is accepted only when we confirm acceptance by email or dispatch confirmation.

We may decline or cancel an order where a product is unavailable, payment cannot be authorised, an error has occurred, or we reasonably believe the order is fraudulent or intended for unauthorised commercial resale.

Once an order has been accepted or prepared for fulfilment, we may be unable to accommodate cancellation or amendment.

9. PRICING, TAXES AND PAYMENT

All prices are shown in AED unless stated otherwise. Prices, promotions and availability may change without notice.

Applicable VAT and delivery fees are displayed at checkout.

Payments are processed by approved third-party providers. Maison Em does not store complete payment card details. By placing an order you confirm you are authorised to use the payment method provided.

10. SUBSCRIPTIONS

Status: subscription services are not currently offered. This Section takes effect if and when Maison Em launches a subscription service. Until then, no part of this Section applies to you, and no recurring charge will be taken from you. When subscriptions launch, the plan details, price and billing cycle will be shown at checkout before you commit.

10.1 What a subscription is

A Maison Em subscription is a recurring, automatically renewing membership. Each cycle you receive a personalised selection of fragrance products, selected using your preference profile as described in our Privacy & Cookie Policy. Available plans, cycle lengths, contents and prices will be shown at checkout and on your account page.

10.2 Automatic renewal

A subscription renews automatically at the end of each billing cycle and your saved payment method will be charged automatically, until you cancel.

The first charge is taken when you subscribe.

Each subsequent charge is taken on your renewal date, shown in your account.

We aim to send a reminder before each renewal charge, where reasonably practicable.

There is no minimum term unless expressly stated at checkout for a specific plan.

By subscribing, you authorise Maison Em to charge your payment method on a recurring basis.

10.3 What each cycle contains

Selections are made from available stock and personalised to your profile. We do not guarantee that any specific fragrance, brand or product will be included in any cycle. Where a plan states a number of units, a format or a volume, that is what we guarantee — not the identity of the fragrances. Any deadline for reviewing, swapping or skipping a cycle will be shown in your account and in your pre-cycle email.

10.4 Changing, pausing, skipping and cancelling

You can manage a subscription at any time from your account page or by emailing hello@themaisonem.com — skip a cycle before the stated cut-off, pause where offered, change plan from your next renewal, or cancel.

Cancellation must be completed before your renewal date to avoid the next charge. If you cancel after a renewal charge has been taken, that cycle will still be prepared and dispatched; cancellation applies to subsequent cycles. We do not charge cancellation fees.

10.5 Price changes

We may change subscription prices. We will give at least 30 days’ notice by email before a price change takes effect for your subscription. You may cancel before the new price applies. Continuing after the notice period constitutes acceptance.

10.6 Failed payments

If a renewal payment fails, we will retry and notify you. If payment cannot be collected, we may pause or cancel the subscription. Cycles are not dispatched until payment is received. Keep your payment and contact details current.

10.7 Subscription refunds

Because subscription selections are personalised and prepared for you, and for hygiene reasons, dispatched cycles are generally not refundable, except where a product arrives damaged, defective, incorrect, unsafe or materially different from its description; where a cycle was charged after a valid cancellation; where a charge was taken in error; or where a refund is required by law. Contact hello@themaisonem.com within 7 days of delivery. See our Return & Refund Policy.

10.8 Suspension and termination by us

We may suspend or cancel a subscription where payment fails, where we reasonably suspect fraud, abuse or unauthorised commercial resale, where you breach these Terms, or where we discontinue the plan. If we discontinue a plan or cannot supply, we will notify you and refund any amount paid for a cycle not dispatched.

10.9 Gift subscriptions

Gift subscriptions run for the prepaid number of cycles and do not automatically renew unless the recipient chooses to continue. They are non-refundable once the first cycle has been dispatched, except where Section 10.7 applies.

10.10 Changes to this Section

For material changes affecting existing subscribers, we will give at least 30 days’ notice by email before they take effect. You may cancel before that date.

11. SHIPPING AND DELIVERY

We currently deliver within the United Arab Emirates only. We do not accept or fulfil orders for delivery outside the UAE.

Delivery timelines are estimates and are not guaranteed. Delivery may be affected by courier operations, public holidays, weather, security restrictions, incorrect address details or events outside our reasonable control.

You are responsible for providing a complete and accurate delivery address and contact number.

Risk in the products passes to you on delivery to the address given at checkout or on collection by you or an authorised recipient.

Where a delivery is returned because of an incorrect address, refusal, non-collection or repeated failed delivery, additional shipping charges may apply before reshipment.

Full detail is in our Shipping Policy.

12. RETURNS, REFUNDS AND EXCHANGES

Because of hygiene and product-integrity considerations, opened, used, sprayed or unsealed fragrance products are generally not eligible for return.

This does not affect your statutory rights. If a product is defective, damaged in transit, incorrect, unsafe, or materially different from its description, you are entitled to a remedy under UAE consumer protection law, and nothing in these Terms limits that entitlement.

Contact hello@themaisonem.com with your order number and supporting photographs. We may request the product be returned for inspection before providing a remedy.

Full detail is in our Return & Refund Policy.

13. INTELLECTUAL PROPERTY

All Maison Em intellectual property — including our name, logos, branding, copy, website design, content, visual assets, product photography, packaging design, the AuraKey ecosystem, the Aura framework, fragrance classifications, editorial concepts, data structures, graphics and proprietary materials — is owned by or licensed to Maison Em. Some of this intellectual property may be owned by a Group Company and licensed to Maison Em, as described in Section 1.

You may use the Services for lawful, personal, non-commercial purposes only.

You must not copy, reproduce, distribute, modify, publish, sell, license, scrape, data-mine, reverse engineer, create derivative works from, or commercially exploit any Maison Em content or intellectual property without our prior written consent.

All third-party trademarks displayed on the Services remain the property of their respective owners.

14. PROHIBITED USES

You must not:

• use the Services for any unlawful, fraudulent or harmful purpose;
• attempt unauthorised access to our website, systems, accounts or data;
• use bots, crawlers, scrapers, automated systems, AI agents, data-mining or extraction tools without our written permission;
• interfere with website performance or security, or upload harmful code;
• impersonate another person or submit false information;
• resell, redistribute, further decant, refill or repackage Maison Em products commercially without our prior written approval;
• use Maison Em content, imagery, product data, classifications or the Aura framework for competing, commercial or misleading purposes.
• We may suspend, restrict or terminate access where we reasonably believe these Terms have been breached.

15. THIRD-PARTY SERVICES AND LINKS

The Services may link to third-party websites, payment providers, shipping providers, social platforms and integrations. These are provided for convenience only. We do not control and are not responsible for third-party content, policies, availability, accuracy, security or services. Your use of them is subject to their own terms.

16. PRIVACY AND DATA

Personal data collected through the Services is handled in accordance with our Privacy & Cookie Policy.

By using the Services you acknowledge that your data may be processed by Maison Em, by Group Companies and successors as described in Section 1, and by service providers including our e-commerce platform, subscription platform, payment providers, logistics partners and customer-service tools, as described in that Policy.

17. FEEDBACK AND USER CONTENT

If you submit reviews, comments, feedback, suggestions, images, messages or testimonials, you grant us a non-exclusive, worldwide, royalty-free, transferable, sublicensable licence to use, reproduce, adapt, publish, display, distribute and promote that content in connection with Maison Em and the Services.

You confirm you have the rights necessary to submit it and that it does not infringe the rights of another person or contain unlawful, misleading, abusive, defamatory or harmful material.

We may remove or decline to publish any submitted content at our discretion.

18. DISCLAIMER OF WARRANTIES

To the fullest extent permitted by applicable law, the Services are provided on an “as available” basis. We do not guarantee that the Services will be uninterrupted, error-free or free from technical issues.

Except where expressly required by law, we make no warranties regarding the suitability, availability, performance, outcome or compatibility of any product or Service for a particular purpose.

Nothing in this section excludes any warranty, condition or right that cannot lawfully be excluded, including your rights in respect of defective, unsafe or non-conforming goods.

19. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, Maison Em, its owners, directors, employees, contractors, partners, Group Companies, licensors and service providers shall not be liable for indirect, incidental, special, consequential, exemplary or punitive losses, including loss of profits, business, opportunity, data or reputation, or dissatisfaction with scent preference.

Subject to the paragraph below, our total aggregate liability arising out of or in connection with any order shall not exceed the total amount paid by you for that order.

Nothing in these Terms excludes or limits our liability for:

• death or personal injury caused by our negligence;
• liability arising from a defective or unsafe product;
• fraud or fraudulent misrepresentation;
• any other liability that cannot lawfully be excluded or limited under UAE law, including under Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations.

20. INDEMNITY

You agree to indemnify and hold harmless Maison Em, its owners, directors, employees, contractors, Group Companies, partners, licensors and service providers against claims, losses, liabilities, damages, costs and expenses arising from your breach of these Terms, misuse of the Services, unlawful conduct, unauthorised commercial resale of our products, or infringement of another party’s rights.

21. FORCE MAJEURE

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including natural events, fire, flood, epidemic, war, civil unrest, government or regulatory action, customs or border action, supply-chain failure, courier failure, utility or telecommunications failure, or platform or payment-provider outage.

22. ASSIGNMENT, GROUP REORGANISATION AND CORPORATE CHANGES

You may not assign or transfer your rights under these Terms without our written consent.

We may assign, novate or transfer our rights and obligations under these Terms, and transfer the Services and associated customer accounts and personal data, to a Group Company, a newly incorporated company under common ownership, a holding company, a successor entity or an acquirer, in connection with:

• the incorporation of a new company to carry on any part of our business, including fragrance sourcing and preparation, or the classification and recommendation technology;
• a group reorganisation, restructuring or the introduction of a holding company;
• financing, investment, merger, or the sale of all or part of our business or assets.
• Where this occurs:
• the receiving party will be bound by terms consistent with these Terms and our Privacy & Cookie Policy;
• your rights under these Terms and under applicable law will not be reduced;
• we will notify you if the identity of your contracting party changes.

23. TERMINATION

We may suspend or terminate your access, account or ability to place orders where we reasonably believe you have breached these Terms, engaged in fraud, misused the Services or created risk for Maison Em, other customers or third parties.

Provisions that by their nature survive termination will remain in effect, including intellectual property, limitation of liability, indemnity, assignment and governing law.

24. GENERAL

• Entire agreement. These Terms and the policies referenced in them form the entire agreement between you and Maison Em regarding the Services.
• Severability. If any provision is found unenforceable, the remainder continues in effect.
• No waiver. Failure to enforce a provision is not a waiver of it.
• Language. These Terms are published in English. Where an Arabic translation is provided and there is a conflict, the Arabic version prevails to the extent required by UAE law.

25. GOVERNING LAW AND JURISDICTION

These Terms are governed by the laws of the United Arab Emirates and the applicable laws of the Emirate of Dubai.

Any dispute shall be subject to the jurisdiction of the competent courts of Dubai, United Arab Emirates, unless applicable law requires otherwise.

Consumers may also raise complaints with the UAE Ministry of Economy Consumer Protection Department or the Dubai Department of Economy and Tourism.

26. CHANGES TO THESE TERMS

We may update these Terms. The current version is published on this page with an updated date. For material changes affecting existing subscribers, we will give notice as set out in Section 10.10 before the change takes effect.

27. CONTACT

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