Last updated: October 24, 2025

This Return and Refund Policy applies to all purchases made through www.maisonnemer.com, owned and operated by Maison Nemer. As the legal seller, Maison Nemer follows applicable Danish and European consumer laws regarding returns, complaints, and refunds.

1. Right of Withdrawal

1.1 Consumers in the EU have the right to withdraw from their purchase within 14 days from the day the item is received.
1.2 Customers in the USA, Canada, Australia, and Japan may have a 7–14 day return window depending on local law.
1.3 To exercise your right of withdrawal, you must submit a return request through our return portal or by contacting us via email:
Return Portal: https://maisonnemer.com/apps/parcelpanel-returns/
1.4 The right of withdrawal applies only if the item is returned unused, unopened, and in its original packaging.

2. Return Procedure

2.1 Customers must request a return via the return portal or by email.
2.2 The product must be returned in original condition and packaging.
2.3 We recommend using a trackable shipping method.
2.4 Customers must not send items directly to the manufacturer or supplier. The correct return address will be provided during the return process.

3. Return Address and Dropshipping

3.1 Maison Nemer works with international suppliers and uses dropshipping.
3.2 For logistical and customs-related reasons, return addresses may vary depending on the original shipping location.

4. Return Costs

4.1 Customers are responsible for the direct cost of return shipping unless the item is:
• defective
• incorrectly delivered
• subject to an error on our part
4.2 Return shipping costs are non-refundable.
4.3 Any customs fees paid on import are not refunded by Maison Nemer.

5. Refunds

5.1 Once the returned product is received and inspected, the customer will be notified by email about approval or rejection of the refund.
5.2 Approved refunds will be processed to the original payment method within 5–14 business days.
5.3 Shipping costs are non-refundable unless the error is ours.
5.4 If a return is impractical due to the product’s value or nature, Maison Nemer may issue a partial or full refund without requiring the item to be returned.

6. Complaints and Defective Items

6.1 Customers must document damage, defects, or incorrect delivery with photos or video and notify us within 14 days at costumercarenemer@gmail.com
6.2 Complaints are assessed within 7 business days.
6.3 Solutions may include:
• Replacement of the product
• Delivery of a new product
• Partial or full refund

6.4 Complaints are handled in accordance with the Danish Sale of Goods Act.

7. Non-Refundable Items

The following items cannot be returned or refunded unless defective:
• Gift cards
• Customized or personalized products (including bags)
• Sale items

8. Delivery and Delays

8.1 Our products are shipped from international partners with an estimated delivery time of 14–21 business days, depending on destination and customs handling.
8.2 Delivery times are indicative and may vary.
8.3 Delays do not provide a right to cancel unless the item is not received within a reasonable timeframe under Danish consumer law.

9. Contact Information

For any questions regarding returns or refunds, please contact:

Maison Nemer
Email: costumercarenemer@gmail.com
Website: www.maisonnemer.com
CVR No.: 32683703

10. Changese to This Policy

Maison Nemer reserves the right to update this Policy at any time without prior notice. The current version will always be available on our Website.