Return policy
Return Policy – Maison Léa & Lou Ottawa
Please note: We do not offer free returns. The cost of return shipping is the responsibility of the buyer.
Returns
Can I return my order?
Yes. If you are not satisfied with your purchase, you may return your items within 14 days of receiving your order.
To qualify for a return, the following conditions must be met:
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The order must include all original parts, packaging, and accessories in the same condition as received.
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Items must not be damaged due to improper handling.
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For products where hygiene is important, items must be thoroughly cleaned before return.
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The product is defective or damaged upon receipt.
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Return shipping costs are the responsibility of the buyer.
Returns are processed within 7 business days after we receive the item(s). If all conditions are met, the return will be officially approved during this period.
Maison Léa & Lou Ottawa reserves the right to refuse returns if we suspect that items have been used, worn, or damaged beyond our responsibility.
Because return shipping costs are paid by the customer, we are unable to create prepaid return labels.
If your product is defective or damaged upon arrival, we will send you a replacement at no additional cost.
How to Return Your Order
If your order meets the above conditions, please follow these steps to start the return process:
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Send an email to info@maison-lea-lou.com with the following details:
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Your order number
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The reason for the return
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A photo of the item (if damaged or defective)
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Your full name
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Your address
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We will then contact you with the return address.
⚠️ Do not send the package directly to the sender’s address!
You, the customer, are responsible for all return shipping costs.
Right of Withdrawal
As a consumer, you have the right to withdraw from this purchase within 14 days of receiving your order.
Please note: because our system is fully automated, once your order has been placed it is immediately processed for shipment. This means we cannot cancel or stop delivery once your package is on its way. Refunds can only be issued after we receive your returned items.
To exercise your right of withdrawal, please contact us at Maison Léa & Lou Ottawa by email with a clear statement of your decision to cancel. Your withdrawal will be complete once we have received the returned goods.
Return shipping costs are the responsibility of the buyer.
Returns in Transit
As our products are shipped from our Asian fulfillment center, delivery times may vary.
If your order has already been shipped, cancellation is not possible until you have received the package.
Please wait until your order arrives, then return it to us according to the instructions above.
You may contact us in advance to notify us of your intention to cancel, and provide us with the return tracking number once available.
Refunds
Once we receive and approve your returned items, we will refund all eligible payments received from you, excluding shipping costs (and any additional delivery fees for express or non-standard shipping methods you selected).
Refunds will be processed using the same payment method you used for your original purchase, unless otherwise agreed. You will not be charged any additional fees for the refund.
Important Notice
All returns must be sent to our central warehouse in Asia at the buyer’s expense.
