We work closely with our makers to ensure every piece arrives as specified. If something isn’t right, we’ll always do our best to resolve it quickly and fairly.

Eligibility

  • Our returns window is 30 days from the date of delivery, unless otherwise agreed in writing.

  • Items must be unused, in the same condition as received, and in their original packaging.

  • Returns must be requested in advance via hello@maisonsource.com with your order number and supporting images where relevant.

Because many of our pieces are made to order, some items are not eligible for return except where faulty or damaged on arrival. This typically includes:

  • Bespoke or made-to-measure items

  • Custom finishes or fabrics

  • Personalised or non-standard specifications

We’ll confirm return eligibility for each order as part of your project documentation.

 

Non-returnable items

For clarity, we are unable to accept returns for:

  • Gift cards
  • Downloadable or digital products
  • Certain personal-use items, where indicated at the point of order

If you are unsure whether an item is returnable, please contact us before placing your order.

 

Faulty or damaged items

If an item arrives damaged or not as specified:

  1. Notify us within 48 hours of delivery at hello@maisonsource.com.
  2. Include your order number, photographs of the item and packaging, and a brief description of the issue.
  3. We will liaise with the maker to arrange one of the following, depending on the situation:
    • Repair
    • Replacement
    • Partial refund or credit note

Please do not return any items without speaking to us first, as many makers require specific handling and return instructions.

 

Refunds

Once a return has been agreed and the item received back with the maker, it will be inspected.

  • We’ll notify you by email once the inspection is complete and confirm whether a refund, replacement, or partial credit has been approved.
  • Approved refunds will be processed to the original payment method within a reasonable timeframe (bank and card provider processing times may vary).

Where an item is returned used, damaged, or incomplete for reasons not attributable to us or the maker, we may need to apply a partial refund only.

 

Sale and promotional items

Unless otherwise stated in writing:

  • Sale or promotional items are generally non-refundable, except where faulty or damaged on arrival.
  • Any exceptions will be clearly set out in your order documentation.

 

Return shipping

Return logistics for furniture and large items are handled on a case-by-case basis.

  • In most cases, return shipping costs are the responsibility of the client, unless the item is faulty or has been supplied incorrectly.
  • Where we arrange collection on your behalf, any agreed return charges may be deducted from the final refund or credit.
  • We strongly recommend using a trackable service and appropriate insurance for all returns.

Full return instructions, including the correct return address, will be provided once your return has been approved. Please do not send items back to the maker or to Maison Source without confirmation.

 

Need help?

If you have any questions about a specific order, or would like to discuss a potential return before placing a project, please contact us at hello@maisonsource.com.

We’re happy to talk through options and help you plan confidently for your FF&E schedule.