Refund policy

At Maison Red, we are committed to delivering premium, gallery-quality statement pieces. To ensure the integrity of our inventory and maintain our fast dispatch times, our returns process is governed by the following policy.

Change of Mind

Please choose your statement piece carefully before completing your purchase. We are a small business and cannot currently offer refunds, store credit, or exchanges if you simply change your mind, order the wrong size, or decide the color does not suit your space.

Australian Consumer Law (Consumer Guarantees)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe your item has a genuine manufacturing defect or fault that falls under these consumer guarantees, please contact us immediately so we can resolve the issue in accordance with ACCC guidelines.

Damaged in Transit

We over-engineer our packaging to keep it safe in transit. However, if your frame suffers rough handling during freight and arrives with damaged materials or structural compromises, you are fully covered.

To claim a transit damage replacement:

  1. Email our support team at contact@maisonredshop.com within 48 hours of your delivery being marked as "Delivered."
  2. Use the subject line: Transit Damage - Order #[Your Order Number]
  3. Attach clear, well-lit photographs of: The damaged area of the product; The exterior of the shipping box showing any crushing or tears; The shipping label attached to the box.
  4. Send the frame to the address advised by our support team. Shipping costs will be reimbursed within 48 hours.

Once our team verifies the transit damage, we will expedite a brand new replacement frame to you immediately, free of charge.

How to Initiate a Valid Return or Claim

For any claims regarding defects, faults, or transit damage, please contact us: contact@maisonredshop.com. If a return is authorised, our support team will provide you with a Return Merchandise Authorization (RMA) number and the exact shipping address for our Sydney facility.

Please note: Unauthorized returns sent back to our warehouse without prior written approval and an RMA number may be rejected at the loading dock and returned to sender.