Refund policy
RETURNS & REFUND POLICY
Returns & Refund Policy
Last updated: 12 August 2026
At Maison Lorne, we want you to feel confident when shopping with us. This Returns & Refund Policy explains your rights and the process for cancelling an order, returning an item or reporting a faulty, damaged, incorrect or misdescribed product.
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. Your Right to Cancel an Online Order
For most products purchased online, you have the right to cancel your order within 14 calendar days without giving a reason.
The cancellation period begins on the day after:
- you receive the goods;
- a person nominated by you, other than the carrier, receives the goods; or
- you receive the final item, where products from the same order are delivered separately.
To exercise your right to cancel, you must clearly inform us within the 14-day cancellation period.
After notifying us that you wish to cancel, you must send the goods back within a further 14 calendar days.
2. How to Request a Return
To notify us of a cancellation or request a return, email:
Please include:
- your full name;
- your order number;
- the item or items you wish to return;
- a clear statement that you wish to cancel or return the order.
You do not need to provide a reason when exercising your statutory right to cancel.
For damaged, faulty or incorrect items, photographs may help us investigate and resolve the matter more quickly, but your statutory rights will not depend solely on providing photographs.
Once we receive your request, we will provide the appropriate return address and return instructions.
Please do not send returned goods to our registered office, to an address shown on the parcel or directly to a supplier unless we specifically instruct you to do so.
The applicable returns address may differ from our registered office.
3. Condition of Returned Items
You may inspect and handle an item in the same way that you reasonably would in a physical shop.
For clothing, this means that you may carefully try the item on to assess its fit, appearance and suitability.
Items should not be worn beyond what is reasonably necessary to inspect them.
Where reasonably possible, returned products should include:
- original packaging;
- original tags and labels;
- accessories or components supplied with the product;
- protective materials included with the order.
We may reduce a refund to reflect any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning, where permitted by law.
Opening packaging or reasonably trying on an item will not, by itself, automatically remove your statutory right to a refund.
4. Return Shipping Costs
For a change-of-mind return or cancellation under your statutory cancellation rights, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.
We recommend using a tracked postal service and retaining proof of postage until your refund has been completed.
If a product is faulty, damaged, incorrect or not as described, Maison Lorne will arrange or reimburse reasonable return costs where required by law.
5. Refunds Following Cancellation
Where you validly cancel an order, we will refund:
- the price paid for the returned goods; and
- the cost of the least expensive standard delivery option offered for your order, where required by law.
If you selected a more expensive or premium delivery service, we are not required to refund the additional amount paid above the standard delivery cost, unless that additional service was not provided as agreed.
Refunds will normally be made using the original payment method unless you expressly agree otherwise.
We will issue any refund due no later than 14 calendar days after:
- we receive the returned goods; or
- you provide evidence that the goods have been sent back,
whichever occurs first, where applicable.
We may withhold reimbursement until we have received the goods back or you have supplied adequate evidence of having returned them.
After we issue a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
6. Faulty, Damaged, Incorrect or Misdescribed Goods
Goods supplied by Maison Lorne must comply with your statutory rights.
Among other requirements, products must be:
- of satisfactory quality;
- fit for their intended purpose; and
- as described.
If you receive a product that is faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible at:
Where the applicable legal conditions are met, consumers may have a short-term right to reject faulty goods and receive a refund during the first 30 days.
Your statutory rights may continue after the initial 30-day period and may include repair, replacement, price reduction or refund depending on the circumstances.
Maison Lorne will not require you to bear reasonable return shipping costs where the goods are faulty, damaged, incorrect or not as described and the law requires us to bear those costs.
7. Products That Cannot Normally Be Returned Under the Cancellation Right
The statutory cancellation right may not apply to certain categories of goods, including:
- products made to your specifications or clearly personalised;
- sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;
- products liable to deteriorate or expire rapidly;
- other products lawfully excluded from the statutory cancellation right.
Where relevant, applicable exclusions will be communicated before purchase where required by law.
These exclusions do not remove your statutory rights where goods are faulty, damaged, incorrect or not as described.
8. Sale and Promotional Items
Items purchased during a sale or promotional period retain the same statutory cancellation and quality rights as full-price goods unless a lawful exception applies.
A reduction in price does not, by itself, remove your statutory consumer rights.
9. Exchanges
Where exchanges are offered, availability will depend on stock.
If you require another size, colour or product, please contact us at:
An exchange option does not restrict your statutory cancellation or consumer rights.
10. Late or Unauthorised Returns
For a change-of-mind cancellation, goods must normally be sent back within 14 days after you notify us of your decision to cancel.
Returns outside the applicable period may not be accepted unless:
- we have agreed otherwise;
- the goods are faulty, damaged, incorrect or not as described; or
- you have another right under applicable law.
11. Cancelling Before Dispatch
If you wish to cancel or change an order before it has been dispatched, contact us as soon as possible.
We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or stopped once processing has begun.
If the order has already been dispatched, your statutory cancellation and return rights remain available where applicable.
12. Model Cancellation Form
You may use the following form to exercise your statutory cancellation right, although you are not required to use it.
To: Maison Lorne / NORTHBRIDGE GLOBAL COMMERCE LTD
Email: contact@maisonlornelondon.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Goods:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
If submitting this form electronically, no signature is required.
13. Contact Us
For questions regarding returns, cancellations or refunds, contact:
Maison Lorne
Operated by NORTHBRIDGE GLOBAL COMMERCE LTD
Company Number: 16826998
Registered Office: 128 City Road, London, United Kingdom, EC1V 2NX
Email: contact@maisonlornelondon.com
Please include your order number where applicable so that we can assist you efficiently.