Return, Refund or Exchange Policy

1. Right of withdrawal (return within 14 days)

In accordance with applicable Portuguese and European legislation (Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights), the buyer has a statutory period of 14 days from receipt of the order to exercise the right of withdrawal, without having to provide any reason or incur any penalty.

Products must be returned unused, in their original condition, with their handtags attached and in their original packaging.

The buyer may exercise this right by sending the standard withdrawal form set out in Annex I, Part B, of Directive 2011/83/EU, or any other clear and unequivocal statement expressing the intention to withdraw. The buyer must contact Maison Ohr at customer@maisonohr.com, indicating the order number, within 14 days of receiving the product. Instructions for returning the product will then be provided to the buyer.

2. Right to reimbursement

In case of refund, the buyer must contact Maison Ohr at customer@maisonohr.com, within 14 days of receiving the product. Instructions for returning the product will then be exchanged with the buyer. Upon receipt of the returned product, the buyer will be notified by email at
associated with the order. A quality inspection will be carried out, with the products being returned in their original condition, unused and in their original packaging. If the product complies with the return conditions, the refund will be made within a maximum of 14 days from receipt of the return.
Refunds will be made via the same payment method used for purchase, unless expressly agreed otherwise.
Return costs: return costs are the responsibility of the buyer, except in the case of a defective product or one that does not conform to the order.

3. Products excluded from the right of withdrawal

In accordance with Article 16 of Directive 2011/83/EU, certain products are excluded from the right of withdrawal, in particular:
- Products manufactured to consumer specifications or customized, including custom-made items.

- Opened products that cannot be returned for reasons of hygiene or health protection, such as earrings, cosmetics, etc.

4. Defective products or ordering error

In the event of a defective, damaged, or non-compliant product, the buyer must contact Maison Ohr to report the anomaly. To this end, an email with visible photos of the defect or non-compliance must be sent to customer@maisonohr.com within 14 days of receipt of the product.
After verification by our team, we will offer, depending on the case and the customer's preference, an exchange, a credit note, or a full refund. In this case, the return shipping costs will be borne by Maison Ohr.

5. Exchange of products

It is possible to request an exchange within 14 days of receiving the order, provided that the products are returned in their original condition, unused and in their original packaging.
To initiate the procedure, please contact us by email at customer@maisonohr.com, indicating your order number and the product you would like to exchange.
Exchanges are subject to availability. If the desired product is unavailable, you can opt for a refund or a credit note that can be used for a future purchase.
Once the returned product is received and verified, we will proceed to ship the new item.
Exchange costs: Return costs are the responsibility of the buyer, as well as the cost of sending the new product.