Return Policy

Return & Refund Policy

Order Confirmation & Acceptance

By placing an order on the Maison Boréale website, you confirm that you have reviewed, understood, and agreed to the terms outlined in this Return & Refund Policy.

Completing a purchase indicates that:

  • You accept the return conditions and applicable timeframes described below

  • You agree to follow the return procedure established by Maison Boréale

  • In the case of a payment dispute or chargeback, this policy—together with order details and communication records—may be used as supporting documentation

Returns

If you are not fully satisfied with your purchase, you may request a return within 30 days of the delivery date, provided the item meets the eligibility requirements below.

Return Conditions

Returned items must:

  • Be unused, unworn, and unwashed

  • Be in original condition, including packaging and tags

  • Show no signs of misuse, excessive wear, or damage

  • Have only been handled to the extent necessary for inspection

Customers are responsible for all return shipping and handling costs.

Returns are reviewed once received and are typically processed within 7 business days. We reserve the right to decline any return that does not comply with these conditions.

How to Request a Return

To begin a return request, please contact us at support@maison-boreale.com within 30 days of delivery.

Your email should include:

  • Order number

  • Reason for return

  • Your full name and shipping address

  • Photos of the item, if it is damaged or defective

Please wait for confirmation and return instructions before shipping your item. Returns sent without prior approval may not be accepted.

We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been fully processed.

Defective or Damaged Items

If your order arrives damaged or contains a manufacturing defect, notify us within 48 hours of delivery by emailing support@maison-boreale.com.

Please include:

  • Your order number

  • A brief explanation of the issue

  • Clear photos or a short video showing the defect

Once the issue is verified, we may offer a replacement or alternative solution depending on item availability and the nature of the problem. In some cases, returning the defective item may not be required.

Replacements for verified defective items are generally processed within 7–14 business days.

Lost, Refused, or Unclaimed Shipments

If your order appears to be lost in transit, please contact us with your order number and tracking information. We will work with the shipping carrier to investigate and, if confirmed lost, arrange a replacement or refund.

If a shipment is refused at delivery, unclaimed, or returned due to an incorrect or incomplete address provided by the customer, a $35 CAD administrative and shipping fee will be deducted from any refund issued.

Cancellations & Right of Withdrawal

In accordance with Canadian consumer protection principles, customers may request to cancel an order within 30 days of receiving their purchase.

Because our fulfillment process is automated, orders cannot be cancelled once they have been shipped. If an order is already in transit, a return may be initiated after delivery by following the return process outlined above.

To request a cancellation prior to shipment, please contact us at support@maison-boreale.com. Customers are responsible for any return shipping costs incurred.

Chargebacks & Disputes

If you experience an issue with your order, we encourage you to contact us first so we can assist you promptly.

Should a chargeback or payment dispute be initiated, we may submit relevant documentation to the payment provider or financial institution, including:

  • Order confirmation and transaction details

  • Shipping and tracking records

  • Email correspondence and provided images

Initiating a chargeback without first contacting our support team may delay resolution and could affect future purchasing eligibility.

Additional Information

  • All approved returns must be shipped to our designated fulfillment facility at the customer’s expense

  • Maison Boréale is not responsible for shipping delays, customs processing times, or carrier-related issues

  • Hygiene-sensitive items returned in a used or unsanitary condition will not be accepted

  • Return shipping fees are not reimbursed

Contact

For questions regarding returns or refunds, please contact our Customer Support Team:

Maison Boréale
Email: support@maison-boreale.com