Refund Policy

How and when you get your money back.

This policy explains how refunds are issued once a return is received. To send an item back in the first place, please follow our Return Policy.

How refunds are issued

Refunds are made to the original payment method used for the order, unless you have expressly agreed otherwise. No fee is charged for the refund itself.

Refund timeline

Once we receive and inspect your returned piece, we release your refund within 5 business days. Depending on your bank or card provider, the funds typically appear within an additional 3 to 10 business days. You will receive a confirmation email the moment the refund is released on our side.

Return shipping costs

Return shipping is free within the European Union when the prepaid label provided by Maison Moya is used. For international orders (including the United States), return shipping is the responsibility of the customer unless the return concerns a damaged or defective item, in which case we cover it.

Damaged or defective items

If a piece arrives damaged or develops a defect within the 24-month warranty period, we will repair, replace, or refund it at no cost to you, including return shipping. See our Return Policy for how to report it.

Formal policy

You have the right to return any non-personalised product purchased from Maison Moya within 30 calendar days of the delivery date, in accordance with the European Consumer Rights Directive (2011/83/EU). To exercise this right, inform us of your decision by a clear written statement sent to contact@maison-moya.com before the 30-day window expires.

Custom orders, made-to-measure pieces, and items personalised at your request are excluded from the right of withdrawal once production has started, in line with Article 16 of the same Directive.

This policy does not affect any statutory rights you hold as a consumer under the laws of your country of residence. For any complaint that cannot be resolved directly with our care team, EU customers may also refer to the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Last updated: May 2026. Questions? Write to us at contact@maison-moya.com.