Refund policy

Refund & Return Policy

At Maison KYO, we carefully select and package each item to ensure it reaches you in the best possible condition.

We understand that sometimes a purchase may not meet your expectations. Please review our return and refund policy below.

1. Returns & 14-Day Right of Withdrawal

We offer a 14-day return period for consumer purchases.

Under EU consumer protection laws, you have the right to withdraw from your online purchase within 14 days after receiving your order, without providing a reason.

The withdrawal period begins on the day after you, or a third party designated by you other than the carrier, receives the goods.

You may also exercise your right of withdrawal before your order has been delivered.

To exercise your right of withdrawal, please contact us at:

Email: maisonkyo@gmail.com

You may notify us by email or use the withdrawal form provided at the end of this policy.

You do not need our approval to exercise your statutory right of withdrawal.

Once you have notified us of your decision, you must return the item within 14 days.

Return Address:

Maison KYO
Rue de Gawday 81
5300 Andenne
Belgium

Please include your order number or other identifying information to help us process your return efficiently.

2. Return Shipping Costs

For returns made under the 14-day right of withdrawal, customers are responsible for arranging and paying the direct return shipping costs.

Maison KYO does not provide prepaid return shipping labels for change-of-mind returns.

We strongly recommend using a tracked shipping service and packaging items securely to prevent damage during transit.

As many of our products are vintage, antique, handmade, or fragile, please ensure that adequate protective packaging is used when returning them.

If an item arrives damaged, defective, or incorrect, please contact us so we can arrange an appropriate solution at no additional cost to you, in accordance with applicable consumer protection laws.

3. Condition of Returned Items

Customers may examine an item to establish its nature, characteristics, and condition, as they would reasonably be permitted to do in a physical shop.

We kindly ask that returned items be handled carefully and packaged securely.

Customers may be responsible for any reduction in the item's value resulting from handling beyond what is necessary to inspect it, in accordance with applicable consumer protection laws.

Original packaging is recommended whenever possible, particularly for fragile or collectible items, but it is not a mandatory condition for exercising the statutory right of withdrawal.

Please note that many Maison KYO products are vintage or antique and may naturally show signs of age, wear, or previous use, as described in their individual product listings.

4. Damages and Issues

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at maisonkyo@gmail.com.

To help us assess the issue, we may ask you to provide photographs of the item and its packaging.

We will review the situation and arrange an appropriate solution in accordance with applicable consumer protection laws.

Any applicable return shipping costs relating to defective, damaged, or incorrectly supplied goods will be covered by Maison KYO.

Your statutory consumer rights remain unaffected.

5. Exchanges

If you would like to exchange an item, please contact us to discuss the available options.

As many Maison KYO products are unique vintage or antique pieces, identical replacements may not be available.

In most cases, the easiest option is to return the original item and place a separate order for your preferred product.

Any applicable return shipping costs will be handled in accordance with this policy and your statutory consumer rights.

6. Refunds

Refund Processing

When you exercise your statutory right of withdrawal, we will refund the payments due to you without undue delay and no later than 14 days after receiving your withdrawal notification.

However, we may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.

Refunds will be issued using the original payment method unless you expressly agree otherwise, without additional fees.

Please note that your bank or payment provider may require additional time to process the transaction.

Original Shipping Costs

When you exercise your statutory right of withdrawal, Maison KYO will refund the original standard delivery costs in accordance with EU consumer protection laws.

If you expressly selected a delivery method more expensive than the least expensive standard delivery option offered at checkout, the additional delivery charges will not be refunded.

For example, if standard delivery costs €4.50 and you choose a €9.90 home delivery service, the refundable delivery amount will normally be limited to €4.50.

This rule applies to statutory withdrawals and does not automatically determine the treatment of parcels returned because they were not collected.

Return Shipping Costs

For change-of-mind returns under the 14-day right of withdrawal, the direct cost of returning the item is the customer's responsibility.

This does not apply where Maison KYO is legally required to cover return shipping costs, including cases involving defective or incorrectly supplied goods.

7. Uncollected or Returned Parcels

Customer Responsibilities

Customers are responsible for providing accurate delivery information and making reasonable arrangements to receive or collect their orders.

If a home delivery attempt is unsuccessful, the carrier may redirect the parcel to a local collection point, depending on the delivery service.

Customers are encouraged to monitor their tracking information and collect their parcels within the period specified by the carrier.

Uncollected Parcels

If a parcel is not collected and is returned to Maison KYO, we will contact the customer to discuss the available options.

Failure to collect a parcel does not automatically constitute a cancellation or an exercise of the statutory right of withdrawal.

Reshipping

If the customer wishes to have the parcel resent, additional shipping charges may apply where the return resulted from the customer's failure to make reasonable arrangements for collection.

The additional shipping charges will be communicated to the customer before reshipping.

No additional shipping charges will be imposed where the failed delivery was caused by an error on our part or by the carrier.

Refunds and Cancellations

If the customer wishes to cancel the order, any refund will be processed in accordance with applicable consumer protection laws, including the statutory right of withdrawal.

Where a customer fails to fulfil their contractual obligations and this results in additional costs, Maison KYO reserves the right to seek compensation for reasonable, documented losses, where permitted by applicable law.

Any such compensation will be assessed separately and will not automatically be deducted from a statutory withdrawal refund.

Consumer Rights

Nothing in this policy limits or excludes the customer's statutory rights under Belgian or applicable EU consumer protection law.

8. Model Withdrawal Form

If you wish to exercise your statutory right of withdrawal, you may use the form below.

Use of this form is optional. You may also notify us of your decision by email.

To:

Maison KYO
Rue de Gawday 81
5300 Andenne
Belgium

Email: maisonkyo@gmail.com

Withdrawal Declaration

I hereby give notice that I withdraw from my contract of sale of the following goods:

Product(s): ______________________________

Order number: ____________________________

Ordered on: ______________________________

Received on: _____________________________

Customer name: ___________________________

Customer address: ________________________

Date: ___________________________________

Signature (only if submitted on paper): ______________________

Please send your completed form or withdrawal notification to maisonkyo@gmail.com.

Contact Us

If you have any questions regarding returns, refunds, or deliveries, please contact us:

Maison KYO
Rue de Gawday 81
5300 Andenne, Belgium