Refund policy

At Maison Palmera, we offer a 30-day return policy. You have 30 days after receiving your item to request a return if you've simply changed your mind.

To be eligible for a change-of-mind return, your item must be in the same condition you received it: unworn or unused, with tags attached, and in its original packaging. You'll also need your receipt or proof of purchase.

To start a return, contact us at info@maisonpalmera.com If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always reach us with any return questions at info@maisonpalmera.com

Your Rights Under Australian Consumer Law

Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL). If a product you've purchased has a major fault, is significantly different from how it was described, or fails to do what it's meant to do, you're entitled to choose a refund, replacement, or repair. This right applies regardless of our 30-day change-of-mind window above and cannot be limited by it. Where a fault is minor, we will offer a repair, replacement, or refund within a reasonable time.

Damages and Issues

Please inspect your order as soon as it arrives, and contact us immediately at info@maisonpalmera.com if the item is defective, damaged, or if you've received the wrong item. Let us know as soon as possible so we can evaluate the issue and put it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned under our change-of-mind policy, including:

Custom or personalised products (such as special orders)
Personal care goods (such as beauty products)
Sale items and gift cards

This exclusion does not affect your ACL rights. Faulty or misdescribed items remain eligible for a remedy regardless of sale status.

Exchanges

The fastest way to get the item you want is to return the one you have. Once your return is accepted, simply place a separate order for the new item.

Refunds

Once we receive and inspect your return, we'll let you know whether your refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it can take extra time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your return and you still haven't received your refund, please contact us at info@maisonpalmera.com