At Maison Mare, we want you to enjoy your fine jewellery with confidence. This policy explains when returns and refunds are available and how to request assistance.
Change-of-mind returns
As our jewellery is made to order, we do not accept returns or offer refunds for change of mind.
This policy does not affect your rights if your jewellery is faulty, does not match its description or otherwise fails to meet a consumer guarantee under Australian Consumer Law.
Faulty or incorrect items
If you believe there is a problem with your jewellery, please email info@maisonmare.com.au as soon as reasonably possible after discovering it.
To help us assess your request, please include:
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Your order number or other proof of purchase.
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A description of the issue.
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Clear photographs, where possible.
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Your contact details.
Please contact us before sending your jewellery back so we can provide the appropriate return address and instructions.
Assessment
We may need to inspect your jewellery to determine the cause of the issue and the appropriate remedy. Our Customer Care team will explain the assessment process and keep you informed.
Repairs, replacements and refunds
Where your jewellery has a major failure under Australian Consumer Law, you may choose a refund or replacement.
For a minor problem, we may arrange a free repair. If the problem cannot be remedied within a reasonable time, you may have further rights, including a replacement or refund.
Other remedies, including compensation where applicable, remain available under Australian Consumer Law.
Return shipping and repair costs
If a fault covered by Australian Consumer Law is confirmed, Maison Mare will cover reasonable return shipping costs and any required repair costs. Please retain your shipping receipts.
If the issue is not covered—for example, damage caused after purchase—we will explain our assessment and advise you of any proposed repair or shipping charges before proceeding. Paid repairs will only be carried out with your approval.
Contact
For return or refund assistance, email Maison Mare Customer Care at info@maisonmare.com.au