Returns and Refunds

This page summarises your rights regarding returns and refunds. It supplements the general terms and conditions of sale, which prevail in the event of any discrepancy. Nothing on this page may restrict the rights the law grants you as a consumer.

1. RIGHT OF WITHDRAWAL (CONSUMERS)

If you ordered as a consumer, you have fourteen (14) days from receipt of the Product to withdraw, without having to give any reason and without penalty.

To exercise this right, simply send us an unambiguous statement before the end of that period, by email to info@maisonmyel.com or by post to Maison Myel SAS, 129 boulevard du Général Koenig, 92200 Neuilly-sur-Seine, France. You may use the model form set out in Annex 1 of the general terms and conditions of sale, but you are not obliged to.

The Product must then be returned to us within fourteen (14) days of that notification, unless we choose to collect it ourselves, which is common for fragile or bulky pieces.

We will refund you no later than fourteen (14) days after we recover the Product or, failing that, after you provide proof that it has been sent. The refund covers the price of the Product and the standard delivery costs; if you chose a more expensive delivery method than the standard option offered, the additional cost remains at your expense. The refund is made using the same means of payment as the one used for the order, unless you expressly agree to another means.

2. LEGAL EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

In accordance with Article L.221-28 3° of the French Consumer Code, the right of withdrawal does not apply to Products made to your specifications or clearly personalised: bespoke furniture, pieces produced in a dimension, finish or colour of your choosing, bespoke jewellery. This exception is indicated on the Product page and restated before you validate your order.

3. RETURN COSTS AND CONDITIONS

The direct costs of returning the goods are at your expense, except where the Product is damaged, defective or does not match your order, in which case Maison Myel bears the cost of the return.

Works, sculptures and furniture cannot be returned by post and require a specialist carrier. A costed return quotation is provided on simple request to info@maisonmyel.com, including before you validate your order, so that you know this cost before committing.

The Product must be returned complete, in its original condition, together with its accessories and the documents that came with it (in particular the certificate of authenticity), in its original packaging if you have kept it or, failing that, in packaging offering equivalent protection for transport.

You may be held liable for any diminished value of the Product resulting from handling other than what is necessary to establish its nature, characteristics and proper functioning, that is, beyond what you could have done in a shop. In that case, the amount of the refund may be reduced in proportion to the diminished value observed, which will be substantiated to you.

Until we have received the returned Product, it remains under your responsibility. We recommend that you use an insured and trackable shipping method and that you keep your proof of dispatch.

4. DAMAGED, DEFECTIVE OR NON-CONFORMING PRODUCTS

Every piece is inspected before dispatch. Nevertheless, please check the condition of your parcel on receipt.

If the Product is damaged, defective or does not match your order, contact us at info@maisonmyel.com stating your order number, the nature of the problem and, if possible, photographs or a video. Do not remove the labels and do not attempt any repair before we reply.

We will then arrange, at our expense, for the repair, replacement or return of the Product and, where applicable, its refund.

5. LEGAL GUARANTEES

Independently of this policy and of any commercial guarantee, you benefit from:

– the legal guarantee of conformity (Articles L.217-3 et seq. of the French Consumer Code), which allows you to obtain repair or replacement of the Product for two years from its delivery or, failing that, a price reduction or termination of the sale. During that period you are exempt from proving the defect;

– the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code), which allows you to act within two years of discovering the defect and to obtain, at your choice, termination of the sale or a price reduction.

Implementing these guarantees is free of charge for you. To rely on them, write to info@maisonmyel.com.

6. RETURNS FROM ABROAD

For returns from a country outside the European Union, clearly state on the export documents and on the label that the goods are returns. Failing this, duties and taxes may be applied a second time on entry into France and re-invoiced to you. Return costs remain at your expense, except in the case of a damaged, defective or non-conforming Product.

7. RETURNS OUTSIDE THE LEGAL PERIOD OR FRAMEWORK

Beyond the withdrawal period and outside cases of defect or non-conformity, no return is available as of right. We nevertheless consider each request: write to us at info@maisonmyel.com. A return may be accepted on a commercial basis, at the sole discretion of Maison Myel, in the form of a credit note or a refund, the Product having to be new, complete and in its original packaging. This option does not constitute a right and in no way reduces your legal guarantees.

8. COMPLAINTS

Any complaint may be sent to info@maisonmyel.com or by post to the registered office. The procedures for amicable settlement and mediation are set out in Article 14.5 of the general terms and conditions of sale.