Refund and Returns Policy

Effective Date: September 11, 2026‌

Welcome to the official Refund and Returns Policy of MAI’S PERFUME, the home of premium natural home and car fragrance products available at www.maisperfumeshop.com. This policy is crafted to set clear, fair guidelines for all return and exchange requests submitted by our valued customers, to protect the shopping experience for every member of our community while upholding the integrity of our product quality standards. All customers who place an order on our e-commerce platform automatically agree to the terms outlined in this policy, and we encourage you to read through these terms carefully before completing your purchase. For any questions related to our returns and refund process, you can reach our customer support team at any time via email at codel@maisperfumeshop.com, by phone at +(33) 4 7100 0045‌‌, or by mail at 17 Avenue de la Gare, 43100 Brioude, France.

1. Core Policy Rule: No Pure Refund Requests Are Permitted

At MAI’S PERFUME, we strictly enforce that ‌no stand-alone, item-only refund requests without product return will be approved under any standard circumstances‌. As a brand that prioritizes full transparency and fair transactions for both our customers and our business operations, we do not process partial or full refunds for any order where you retain full possession of the purchased fragrance products. All eligible monetary adjustments to your order value will only be processed after we have received, inspected, and verified the condition of the returned items at our dedicated fulfillment center. This rule applies to all product categories across our catalog, including reed diffusers, car fragrance accessories, room deodorizers, potpourri bags, incense products and all other items listed on our website. This policy prevents fraudulent claims, protects our product inventory integrity, and ensures every customer pays a fair price for the authentic natural fragrance goods we design and produce.

2. Eligibility Criteria for Return Submission

To submit a valid return request that aligns with our policy terms, your request must meet all the following requirements:

Your return request must be submitted within 14 calendar days from the date you successfully receive your ordered package. Any requests submitted after this 14-day window will not be eligible for approval.
All items you intend to return must remain in their original, unused, unopened condition, with all factory packaging, protective seals, original labels and accompanying accessories fully intact. We cannot accept returns of products that have been opened, partially used, damaged by improper handling after delivery, or show signs of intentional tampering.
You must provide your original order confirmation number, clear photos of the returned item’s condition, and photos of the original intact packaging when submitting your return request to our customer support team.
Custom engraved or personalized fragrance products, clearance items marked as final sale, and products purchased during limited-time flash sale events are not eligible for return, unless the item arrives with confirmed manufacturing defects that are not visible at the time of purchase.

3. Return Process Flow

Once your return request is verified and approved by our customer care team, we will send you a pre-paid return shipping label and detailed step-by-step instructions for sending the item back to our warehouse. You are required to ship the returned item back to our designated fulfillment address within 7 calendar days of receiving the approval notice, and share the new tracking number with our support team for monitoring. After our warehouse team receives your returned package, we will complete a full quality and condition inspection within 3 business days. Once we confirm that the returned item meets all our return eligibility requirements, we will process your full store credit equal to the full product value of the returned item, or arrange an even exchange for an identical product, or an alternative fragrance product of equal or higher value (with you covering the difference in price if you select a higher value item). We will never send a cash refund back to your original payment method for any return that meets no exceptional circumstance criteria.

4. Limited Exception Circumstances

The only scenarios where we can arrange special adjustments outside the standard no-pure-refund rule are extremely rare verified cases, including confirmed severe manufacturing defects that render the product completely unusable, or confirmed lost packages that are never delivered to your shipping address after full tracking investigation by our logistics partners. Even under these limited scenarios, we will first offer you priority options of a full product replacement or store credit, and will only consider a refund to your original payment method as the last resort if no other feasible resolution can be agreed upon. Shipping fees from your original order, including the free shipping threshold premium, are non-refundable under all circumstances.

If you have any further inquiries about this Refund and Returns Policy, do not hesitate to reach out to our support team, and we will respond to your query within 2 business days. This policy is effective from September 11, 2026, and all orders placed on or after this date are governed by the terms listed above.