Refund policy

🔁 Refund & Return Policy

Maison Infrared aims to ensure transparency and fairness while maintaining compliance with international and EU consumer laws.

A. For EU Customers (Spain & European Union)

Under EU law, customers have a 14-day right of withdrawal from the date they receive their order.
However, due to the nature of our products (personal-use wellness and hygiene-related items), returns are accepted only if the item is unused, unopened, and in its original packaging.

Returns are accepted only if:

  • The product is defective upon arrival; or

  • The product was not delivered within 45 days of dispatch.

Returns are not accepted if:

  • The product has been opened, used, or damaged by the customer.

  • The customer changes their mind after purchase.

Customers must contact maisoninfrared@gmail.com within 14 days of delivery to initiate a return request, providing photographic or video evidence where applicable.
Refunds (if approved) will be processed to the original payment method once the returned product is received and inspected by our supplier.

Customers are responsible for return shipping costs unless the product was defective or incorrect upon delivery.

B. For International Customers (Outside the EU)

All international sales are final.
Due to the nature of our fulfillment model and international shipping logistics, we do not offer refunds, returns, or exchanges for international orders except in cases of:

  • Non-delivery (item lost in transit confirmed by tracking), or

  • Manufacturer defect reported within 7 days of delivery (with photo evidence).

Maison Infrared reserves the right to determine the appropriate resolution, which may include replacement or partial refund at our discretion.

C. Defective or Damaged Items

If an item arrives defective or damaged, contact maisoninfrared@gmail.com within 7 days of receipt with clear photos or videos showing the issue.
We will liaise with our supplier to resolve the issue through replacement or refund where appropriate.

 

D. Contact Information

For any questions about your order, returns, or these Terms & Conditions, please contact us at:
📧 maisoninfrared@gmail.com
🌐 www.maisoninfrared.com