Refund policy
Returns are accepted up to 14 days after the receipt of merchandise for items in original condition. After 14 days, store credit or exchanges might be offered. Please note: the item returned must be in its original packaging in saleable condition. Shipping and handling charges are not refundable. Please follow the instructions on the packing list and complete and include the "return reason" section when sending your order back. We suggest shipping your return back to us via insured, traceable means if not using the self-serve return label. Click here to access new customer account to create your own self-serve return label for items not damaged or defective.
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
If you have questions about a return or shipment, please send emails to hello@maisonnova.com. Please include as much information as possible in the email, including your order number. Customers are responsible for shipping returns back to us even if items are damaged or defective (see below).
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If the item you wish to return is inoperable, but has no apparent damage, it is considered “Defective”. If the item you wish to return arrives at your door with shipping damage, it is considered “Damaged”. Items damaged by consumer during initial assembly or items damaged by consumer during subsequent use do not constitute damaged items subject to this Return Policy and such items cannot be returned and will not be accepted by Maison Nova.
If you receive a damaged or defective item, please send an email to hello@maisonnova.com to initiate prompt resolution of the situation. Do not discard the damaged item, the carton it arrived in, the packing material, or the paperwork. All non-returnable items are noted in the product information. We reserve the right to cancel orders. Maison Nova reserves the right to request additional information and/or images. Maison Nova further reserves the right to request that you return the Damaged or Defective items upon receipt of the replacement items in order to avoid being charged for such replacement items.
Playhouse Return Policy:
Maison Nova does not accept returns, exchanges, or cancellations of playhouses. THERE WILL BE A 25% RESTOCKING FEE APPLIED TO ALL ORDERS THAT ARE CANCELED PRIOR TO SHIPMENT.
In an event that the item is damaged or defective return/ refund will be considered as long as any claims are placed within 5 days of the item being received.