Returns and Refunds Policy
Last updated: 27 August 2026
At Maison Milaya Paris, we take the utmost care in selecting and dispatching every order. This policy explains your rights and the procedure to follow when requesting a return or reporting a problem.
1. 14-day right of withdrawal
In accordance with French law, you have 14 days from the day on which you, or a third party appointed by you other than the carrier, take physical possession of your order to inform us of your decision to withdraw, without having to give a reason.
Where several items from the same order are delivered separately, the period runs from receipt of the last item.
To exercise your right of withdrawal, contact us before the period expires:
Please provide your name, order number and the items concerned. You may also use the withdrawal form at the end of this policy.
2. Returning items
After informing us of your withdrawal, you must return the items within the following 14 days. Our customer service team will provide the return address and instructions appropriate to the product. No return should be sent to another address without our instructions.
For every valid return request made on or after 27 August 2026, Maison Milaya Paris covers the direct return costs for all products, including bulky items, from every country we deliver to. Please contact us before sending any item so that we can arrange the appropriate return method, provide the return address and send you the instructions.
Use the shipping method provided by our customer service team and carefully retain proof of dispatch until your case has been fully processed.
3. Condition of returned items
You may handle the product only to the extent necessary to establish its nature, characteristics and proper functioning, as you might do in a shop.
The product must be returned complete, with its accessories, instructions and all items supplied. The original packaging is strongly recommended where it is still available, as it protects the item during transport; its absence does not automatically remove your right of withdrawal.
If the product has been used, assembled, soiled, washed, altered or handled beyond what is necessary to inspect it, an amount corresponding to the actual loss in value may be deducted from the refund. Any such deduction will be explained and documented; no flat-rate penalty will be applied.
4. Damaged, defective or non-conforming products
If your order arrives damaged, has a defect or does not match what you ordered, contact us as soon as possible at y.contactshops@gmail.com, quoting your order number.
To identify the cause of the problem quickly and arrange an appropriate solution, we may ask you for photographs of the product, its inner and outer packaging, the shipping label and the area concerned. Keep the item and its packaging until you receive our instructions.
After verification, we will offer the remedy provided by law and appropriate to the circumstances: repair, replacement, price reduction or refund. Where the defect, damage or non-conformity is confirmed and is our responsibility, you will not be charged return costs.
5. Prevention of fraudulent or abusive returns
Each return may be photographed and inspected on receipt in order to compare its condition with the information provided when the request was made and with the dispatch information.
Damage caused after delivery by misuse, lack of maintenance, assembly contrary to the instructions, impact, modification of the product or negligence does not constitute a lack of conformity attributable to Maison Milaya Paris.
Where there are serious indications of abuse or fraud, we may request additional information and suspend processing for the time strictly necessary to carry out checks. This procedure does not limit your statutory rights. Any decision will be based on objective evidence and explained to you.
6. Refund
In the event of a valid withdrawal, we will refund the amounts due, including the initial standard delivery charges within the limits provided by law, no later than 14 days after the date on which you informed us of your decision.
We may defer the refund until the items have been recovered or until you provide proof of dispatch, whichever occurs first.
The refund will be made using the same payment method as that used for the order, unless you expressly agree to another method that does not incur any additional cost. Additional costs arising from a delivery method that is more expensive than the standard delivery offered are not refunded.
7. Statutory exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases provided by law, including goods made to your specifications or clearly personalised and, where applicable, unsealed goods that cannot be returned for reasons of hygiene or health protection.
Simply selecting from standard variants offered on the product page does not, in itself, constitute personalisation that excludes the right of withdrawal.
8. Statutory warranties
This policy does not limit your rights under the statutory warranty of conformity and the warranty against hidden defects. These warranties apply independently of any additional commercial right.
9. Model withdrawal form
For the attention of Maison Milaya Paris – y.contactshops@gmail.com
I hereby give notice of my withdrawal from the contract of sale for the following good(s):
- Order number:
- Product(s) concerned:
- Ordered on / received on:
- Customer name:
- Customer address:
- Date:
- Signature (only if this form is submitted on paper):
10. Contact
If you have any questions about a return or refund, contact Maison Milaya Paris at y.contactshops@gmail.com or via our contact page.
