Refund Policy
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS – CHARGES APPLY.
Return
Is it possible to return my order?
Yes, this is possible.
If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt.
The following conditions must be met:
-
The order must still contain all appropriate parts, components, and original packaging, exactly as received.
-
Only normal handling of the product is acceptable; any breakage due to careless handling is excluded.
-
Products where hygiene is crucial must be thoroughly cleaned before being returned.
-
Any product defects must be reported immediately upon receipt.
-
Maison Ottawa is entitled to charge the customer for shipping costs related to returns.
-
Returns will be processed within 7 working days; if the conditions are met, the return will be officially acknowledged within this timeframe.
Maison Ottawa reserves the right to refuse returned items if there is evidence that the products have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, please follow these steps:
-
Send an email to: info@
-
Make sure your email includes:
-
Order number
-
Reason for the return request
-
A photo of the product (in case of breakage)
-
First and last name
-
Customer's address
-
We will then contact you and provide you with the correct return address.
Important:
Never send your return to the sender's address; we will provide the correct return address once you contact us.
The customer is responsible for the shipping costs of the return.
CANCELLATION POLICY (STORNOBAU)
Consumers have a right of withdrawal under the following conditions, provided that the consumer is a natural person entering into a legal transaction for purposes that are predominantly neither commercial nor self-employed:
A. Cancellation Conditions
Right of Cancellation
The cancellation period is 14 days from the day you, or a third party named by you who is not the carrier, received or accepted the last goods.
Because we operate a fully automated system, orders are executed immediately after placement.
Thus, we cannot stop the shipping process once initiated, and refunds are only possible after receipt of the goods.
To exercise your right of withdrawal, you must inform us (Maison Ottawa) of your decision by means of a clear statement (e.g., via email).
The cancellation process is complete once we have received the returned goods.
The cost of returning the goods shall be borne by the buyer.
Goods in Transit
As our goods are shipped from Asia, longer transit times may occur, over which we have no control.
If the goods are already on their way to you, cancellation is not possible.
Please wait until you receive the goods and then return them to us.
You can, of course, inform us in advance about your cancellation request.
To ensure a quick return process, we ask you to send us a shipping confirmation.
Consequences of Withdrawal
If you withdraw from this contract, we will refund all payments received from you (excluding delivery costs and any additional costs resulting from you choosing a different delivery method than our standard delivery option) within 14 days after receiving the returned goods.
We will use the same method of payment for the refund that you used for the original transaction, unless expressly agreed otherwise with you.
Under no circumstances will you be charged any fees for the refund.
Important:
ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.