Refund policy
At Maison Sève, we are committed to providing authentic luxury fragrances and curated products sourced through trusted suppliers and fulfillment partners.
Due to the personal nature of fragrance products and product-integrity requirements, certain restrictions apply to returns, refunds, exchanges, and order cancellations.
By placing an order through Maison Sève, you agree to the terms outlined below.
Return Eligibility
Eligible products may be returned within 14 calendar days of the delivery date, subject to the conditions below.
To qualify for a return:
• The product must be unopened
• The product must be unused
• The product must remain in its original condition
• Original manufacturer packaging must be intact
• Original cellophane wrapping and seals must remain unbroken
• The product must not show signs of use, damage, tampering, or alteration
• Return authorization must be obtained from Maison Sève before shipment
Returns received without prior authorization may be refused and returned to the sender.
Exchanges
At this time, Maison Sève does not offer direct exchanges.
If your return is approved and qualifies under this policy, you may place a new order separately for your preferred item.
This approach allows us to provide the most accurate inventory availability and order processing experience.
All replacement purchases are subject to current product availability, pricing, promotions, and applicable policies at the time the new order is placed.
Non-Returnable Items
Due to hygiene considerations and product-integrity requirements, the following items are not eligible for return, exchange, or refund unless otherwise required by law:
• Opened fragrances
• Sprayed, sampled, tested, or used fragrances
• Discovery Sets
• Sample collections
• Sample vials
• Decants
• Fragrance-sampling products
• Gift cards
• Personalized or custom products
• Final Sale items
• Clearance items
• Limited Release Final Sale items
• Exclusive Collection Final Sale items
Fragrance Preference Disclaimer
Fragrance is highly subjective.
Returns and refunds cannot be approved based upon:
• Personal fragrance preference
• Scent profile dissatisfaction
• Performance expectations
• Projection expectations
• Longevity expectations
• Sillage expectations
• Blind-buy dissatisfaction
• Gift-recipient preference
Customers are encouraged to research fragrances thoroughly before purchasing.
Order Cancellations
Customers may request cancellation of an order prior to fulfillment and shipment.
If an order has not yet entered the fulfillment process, Maison Sève will generally issue a full refund to the original payment method.
Once fulfillment has begun, including inventory allocation, shipment preparation, shipping-label creation, carrier acceptance, or submission to a fulfillment partner, the order may no longer be eligible for cancellation.
In such cases, the order will be governed by the return and refund provisions of this policy.
If Maison Sève is unable to fulfill an order within a commercially reasonable timeframe due to inventory shortages, supplier delays, operational disruptions, or other unforeseen circumstances, customers may request cancellation and refund prior to shipment.
Return Authorization
To request a return, please contact:
hello@themaisonseve.com
Please include:
• Your full name
• Your order number
• The product(s) involved
• The reason for the return request
Maison Sève reserves the right to request additional information before issuing return authorization.
Issuance of a return authorization does not guarantee approval of a refund.
All returned merchandise is subject to inspection upon receipt.
Damaged, Incorrect, or Defective Orders
Please inspect your order upon delivery.
If your order arrives damaged, defective, or incorrect, contact us within five (5) calendar days of delivery.
hello@themaisonseve.com
Please include:
• Your order number
• A description of the issue
• Clear photos of the product
• Clear photos of the packaging
• Clear photos of the shipping label
• Any additional information requested by Maison Sève
Failure to provide requested documentation may result in denial of the claim.
Temperature & Transit Conditions
Fragrance products may experience temporary changes in appearance or performance due to environmental conditions encountered during transportation, storage, or delivery.
Examples may include:
• Temporary cloudiness
• Temporary discoloration
• Changes in spray performance
• Temporary changes in fragrance perception
• Variations in projection or longevity
Such conditions do not necessarily indicate:
• Product damage
• Product defect
• Product contamination
• Authenticity concerns
Customers are encouraged to allow fragrances to stabilize at room temperature for 24–48 hours before evaluation.
Returns or refunds will not be approved solely because a product was exposed to heat, cold, or seasonal environmental conditions during shipping.
Summer Heat & Delivery Responsibility
Customers are responsible for retrieving delivered packages promptly.
Fragrances should not be left for extended periods in:
• Direct sunlight
• Mailboxes
• Parcel lockers
• Vehicles
• Outdoor delivery areas
• Other high-temperature environments
Maison Sève is not responsible for product deterioration, cosmetic changes, or performance concerns resulting from environmental exposure occurring after delivery.
Return Shipping Costs
Unless otherwise required by law or expressly authorized by Maison Sève, customers are responsible for all return shipping costs.
Maison Sève may, at its sole discretion, provide prepaid return labels or reimburse return-shipping expenses in situations involving:
• Incorrect items shipped
• Damaged products
• Defective products
• Fulfillment errors attributable to Maison Sève or its fulfillment partners
Any decision to provide return-shipping assistance in one instance does not create an obligation to provide similar assistance in future transactions.
Refund Processing
Approved refunds will be issued to the original payment method whenever possible.
Refund processing times vary by financial institution and payment provider.
Maison Sève is not responsible for delays caused by banks, card issuers, payment processors, or third-party financial institutions.
Refused, Unclaimed, or Undeliverable Shipments
Shipping charges are non-refundable for:
• Refused deliveries
• Unclaimed packages
• Undeliverable shipments
• Orders returned due to incorrect address information supplied by the customer
Additional shipping fees may be required before an order can be re-shipped.
Delivered Packages
Carrier tracking information, delivery confirmations, GPS delivery records, signature confirmations, and photographic delivery evidence may be relied upon by Maison Sève when evaluating claims.
Packages marked as delivered by the carrier are generally considered successfully delivered.
Customers agree to cooperate with any carrier investigation relating to delivery disputes.
Maison Sève does not guarantee reimbursement, replacement, or refund for shipments confirmed as delivered.
Porch Theft
Maison Sève is not responsible for theft, loss, or damage occurring after a package has been marked delivered.
Customers are encouraged to:
• Monitor shipment tracking
• Utilize secure delivery locations
• Retrieve packages promptly
Porch theft does not automatically qualify an order for replacement, refund, or store credit.
Chargebacks & Payment Disputes
Customers agree to contact Maison Sève and provide a reasonable opportunity to resolve concerns before initiating a chargeback or payment dispute.
Maison Sève reserves the right to contest chargebacks using available documentation, including tracking records, delivery confirmations, customer communications, fraud-screening records, photographic evidence, and signature records.
Fraudulent or abusive chargebacks may result in refusal of future service, account restrictions, or additional actions permitted by law.
Fraud Prevention
Maison Sève reserves the right to refuse returns, deny refunds, restrict return privileges, cancel orders, or refuse service where activity suggests:
• Fraud
• Abuse
• Resale activity
• Chargeback abuse
• Excessive return behavior
• Violation of applicable policies
Limited Releases, ESSENCE Collections & Future Programs
Additional restrictions may apply to:
• ESSENCE Collection releases
• Discovery programs
• Limited releases
• Exclusive launches
• Membership programs
• Subscription offerings
• Curated bundles
• Future product categories
Any additional restrictions will be disclosed on applicable product pages.
Policy Changes
Maison Sève reserves the right to update or modify this Refund Policy at any time.
Changes become effective upon posting to the website.
Contact Us
Maison Sève
WESTLANE USA LLC dba Maison Sève
6751 N Sunset Boulevard, Suite 320
Glendale, Arizona 85305
United States
Email: hello@themaisonseve.com
© 2026 Maison Sève. All rights reserved.