Refund & Returns Policy

We want you to buy with confidence. This policy explains your right of withdrawal and how returns and refunds work.

Right of withdrawal (EU consumers)

If you are a consumer in the European Union, you have 14 days from the day you receive your goods to withdraw from your purchase without giving any reason. To exercise it, tell us clearly before the 14 days expire by emailing communication@maisonbroderie.com with your order number.

Return conditions

• Items must be returned complete, unused, in their original packaging and in resaleable condition.
• You have 14 days after notifying us to send the goods back.
• Return shipping costs are at your charge unless the item is faulty or was sent in error.

Exceptions

The right of withdrawal does not apply to goods made or configured to your specifications, and to sealed consumables (threads, stabilizers, bobbins, needles, foam) that have been unsealed after delivery, as permitted by law.

Refunds

Once we receive and inspect your return, we will refund you within 14 days using the same payment method you used for the order. We may withhold the refund until the goods are received. If the value of the returned goods is reduced due to handling beyond what is necessary, we may deduct a corresponding amount.

Faulty or damaged items

If your item arrives damaged or develops a fault covered by warranty, contact us immediately at communication@maisonbroderie.com with your order number and photos. See our Terms of Service for warranty details. Machines benefit from a 1-year warranty on machine parts and lifetime access to genuine spare parts at factory price.

Machines & large items

For embroidery machines and other bulky items, please contact us before returning so we can arrange safe transport. Do not return a machine without prior agreement.

Contact

Email: communication@maisonbroderie.com
Return address: [TO COMPLETE: return address]