Refund policy

Return & Refund Policy

Thank you for shopping at MAISON KANOPÉE (http://ztfawz-tt.myshopify.com/). We are committed to supplying high-quality bedroom and living room furniture—including beds, headboards, footboards, and TV stands. If you are not entirely satisfied with your purchase, we are here to assist you.

1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)

Under European Union e-commerce regulations, EU/Belgian consumers have the legal right to cancel and return their order within 14 calendar days from the day the goods are physically delivered to you or a designated third party.

2. Eligibility for Returns

To qualify for a standard return and refund:

Return Request Window: You must notify us of your intent to return within 14 calendar days of delivery.
Condition: Items must be unused, unassembled, free from damage, and in the exact condition in which they were delivered.
Packaging: Products must be returned in their original protective packaging, complete with all hardware, instructions, and accessories.
Proof of Purchase: A valid order receipt or order confirmation number must be provided.

3. Non-Returnable & Excluded Items

Certain items cannot be returned unless delivered defective or damaged:

Custom or Made-to-Order Items: Beds or headboards customized with specific fabrics, non-standard dimensions, or custom finishes.
Assembled Furniture: Items that have already been assembled or modified after delivery (unless defective prior to assembly).
Clearance / Final Sale Items: Items explicitly marked as "Final Sale" or purchased from warehouse clearance sales.

4. How to Initiate a Return

Submit a Request: Contact our support team by emailing [email protected] with your order number, reason for return, and clear photographs showing the item in its original, uninstalled condition.
Review & Return Approval: Our customer service team will review your request within 2 business days and provide a Return Merchandise Authorization (RMA) with shipping instructions.
Dispatch: You must send back the items within 14 calendar days from the date you notify us of the return.

5. Return Shipping & Restocking Fees

Return Freight Costs: Customers are responsible for paying the direct costs of returning goods, unless the return is due to an error on our part or a defective product. Because large items (bed frames, headboards, TV stands) require specialized heavy-freight shipping, return shipping fees can be substantial.
Restocking / Handling Fee: A 15% restocking and re-handling fee will be deducted from your total refund amount to cover warehouse inspection and repackaging.

6. Damaged, Defective, or Incorrect Deliveries

Because heavy items like solid bed frames, upholstered headboards, and heavy TV stands can suffer damage in transit, please strictly follow these delivery procedures:

Inspect Before Signing: Upon delivery by the carrier, carefully inspect the outer packaging. If you spot visible tears, punctures, or crushed boxes, ask the driver to record "Damaged Packaging" on the delivery bill before signing.
Report Within 48 Hours: Report any transit damage or missing parts to [email protected] within 48 hours of delivery.
Required Documentation: Attach high-resolution photos or videos showing:
- The damaged furniture part/area.
- The outer box and shipping label.
Resolution: Upon inspection and confirmation, we will arrange for replacement parts, a full replacement, or a full refund at no additional cost to you.

7. Refunds & Processing Time

Inspection: Once your returned item arrives at our facility, our team will inspect it within 3–5 business days.
Refund Issuance: Approved refunds will be issued to your original method of payment within 5 to 10 business days.
Deductions: Initial shipping fees and applicable restocking charges will be deducted from the refunded amount unless the return resulted from our error.

8. Order Cancellations

In-Stock Orders: You may request to cancel an order within 24 hours of placement for a full refund, provided the order has not been dispatched to our freight carriers.
Orders in Transit: Orders that have already been dispatched cannot be canceled and will follow our standard return process.