Returns Policy

Returns & Refunds policy – If you change your mind

This return and refund policy indicates the terms of eligibility for a return and/or a refund on your order. This policy covers all sales and the customer acknowledges this form in completion of purchase with Maison Roshi.

If you have any question that is not covered by this policy, you may contact our customer service and support team directly through our email:

contact@maisonroshi.com

To be eligible for a return, your returned item must be unused and in the same condition that you received it. It must also be in the original packaging.

How many days do I have to return my item?

We understand that you might change your mind about your purchase. As such, you have within 14 days of delivery to inform us of your decision (“Return Notification”).

Please get in contact with us through our email: contact@maisonroshi.com or by giving us a call on +447907732309. The 14-day window starts on the day after you receive the item at your delivery location. Please be advised that the successful return and refund of goods is subject to clearance from our team as to the product’s condition.

If you pass that the above mentioned 14-day window end date, without providing a Return Notification then we do not offer any refunds.

Once we are informed of your intent to return your order, you will have a further 14 days from the date of your Return Notification to us to send us back the item.

Please be advised the return of product shipping is at the cost of the customer and it is your responsibility to track the return and resolve any issues with the delivery company.

You do not have to provide any reason for the return. However, we would love to get more feedback on the reason for your return, so we may contact you to learn a bit more about your experience. This will help us improve our product and the experience for our customers.

Are there any product exceptions for returns?

We do not offer returns & refunds for completely bespoke projects.

This policy applies where Maison Roshi is creating the arcade from the ground up to the exact requirements and specifications of the customer, as well as bespoke orders where the customer has chosen a specific fabric/design for their arcade.

Returned goods must be unused and in the same condition that you received it and in its original packaging. Refund is subject to clearance by Maison Roshi as to the goods’ condition and any damage to the returned goods may affect the amount refunded.

Do you offer exchanges of products?

We do not offer exchanges of products.

Do I need to cover the return shipping cost?

Unfortunately, we will not be covering the shipment for return. You will have to cover the price of the return, track your returned item and resolve any issues with the delivery company.

What type of refund can I expect?

If you successfully return your order within the return window mentioned above (14 days from receipt to provide a Return Notification then a further 14 days from the date of the Return Notification to send the order item back to us), we will refund your order using your original method of payment and to the same account used to make the order.

When will I receive my refund?

Typically, you can expect to receive your refund within 14 days from receiving the goods back from you. Your wait time may be longer if we receive the item back from you not in the same condition that it was sent to you.

Again, the refund of goods is subject to clearance from our team as to the product’s condition.

How much will the refund be?

The refund will cover your order amount including initial delivery cost (excluding the costs of any express delivery or delivery at a particular time) when the goods were first sent to you (if you paid for such outward delivery costs). It will not cover your cost of sending the product back to our Headquarters.

Issues with shipping on return of product to Maison Roshi

If the order item is not received back by us or is received back in a damaged state; there will be no refund provided.

If there are any issues with shipping in return of goods from the customer in regards to damages of the product or loss of product, the liability lies with the customer.

For any questions regarding our return policy, please reach out to our customer service team through our Phone Number +447907732309 or email contact@maisonroshi.com.

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