Our promise
We want you to love what you receive. Because beauty and fragrance products are personal and hygiene-sensitive, our return rules follow the same standard used across the beauty industry — clear, fair, and protective for everyone.
What can be returned
✅ Sealed & unused items can be returned within 7 days of delivery. The product must be unopened, unused, and in its original packaging and seal.
What cannot be returned
❌ Opened or used items cannot be returned for hygiene and safety reasons.
The important exception: if your item arrives damaged, defective, or is the wrong product, we will make it right — even if the seal is opened.
If your order arrives damaged, wrong, or defective
This is on us, and we will fix it quickly. Within 48 hours of delivery:
- Message us on WhatsApp or email with your order number.
- Include clear photos of the item and packaging.
- We will arrange a replacement or a full refund — your choice — at no cost to you.
Changed your mind?
Because every order is made to order, a change-of-mind cancellation is only possible before your order is dispatched. Once prepared and shipped, our standard return rules apply. Contact us as soon as possible if you need to cancel.
How refunds are issued
- Approved refunds are processed within 7–10 business days.
- Refunds are returned via your original payment method, or by bank transfer for COD orders.
- Original delivery charges are non-refundable, except where the return is due to our error.
Return shipping costs
- Our error (damaged / wrong / defective): we cover all return and re-delivery costs.
- Change of mind (sealed items): the customer covers return shipping.
Need help?
WhatsApp: +974 6678 7342
Email: info@maisonzeen.com
A real person will help you — we handle every case individually and fairly.