Returns & Refunds

Return window

We have a 30-day return policy — you have 30 days after receiving your item to request a return.

Item condition

To be eligible, your item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to request a return

Start by contacting us at support@maisonbackyards.com. If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package.

Return shipping costs

We don't offer prepaid return labels — the cost of returning an item is the customer's responsibility.

MBY pays the return shipping when the return is the result of our error, such as:

• The item arrived defective and can't be fixed with a replacement part
• We shipped the wrong item
• We shipped to the wrong address
• We shipped a duplicate order

Damaged, defective, or incorrect items

Inspect your order when it arrives, and contact us immediately with photos if an item is defective, damaged, or not what you ordered, so we can evaluate the issue and make it right.

Depending on our support team's evaluation:

• Some defective products don't need to be shipped back at all — once your evidence is on file, we'll ask you to simply dispose of the item.
• If the issue can be fixed with simple parts, we can send free replacement parts plus repair advice, so you can skip return shipping entirely.

Note that we don't send technicians or repair staff to customer homes.

Refund processing

We'll notify you once we've received and inspected your return, and let you know whether the refund is approved. Approved refunds go automatically to your original payment method. Banks and credit card companies can take additional time to process and post the refund.

PayPal: the refund appears in your PayPal account within 3 business days after you receive the Return Confirmation Email.

Exchanges

The fastest way to get the item you want: return the one you have, and once the return is accepted, place a separate order for the new item.

Non-returnable items

Certain types of items can't be returned:

• Perishable goods (such as food, flowers, or plants)
• Custom products (such as special orders or personalized items)
• Personal care goods (such as beauty products)
• Hazardous materials, flammable liquids, or gases
• Sale items and gift cards

Questions about a specific item? Get in touch before ordering.