1. Right of Return

We operate a 14-day return policy, meaning you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags attached, and in its original packaging.

To initiate a return, please click this link for instructions.

If your return request is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items returned without a prior return request will not be accepted.

Return shipping costs: Return shipping costs are the responsibility of the buyer, except in the case of a defective product or one that does not match the order.

Unfortunately, we do not accept returns of promotional items or gift cards.

You can always contact us with any return-related questions at customer@maisonohr.com

2. Right of Withdrawal

In accordance with current 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 legal period of 14 days from receipt of their order to exercise their right of withdrawal, without having to justify their decision or incur any penalty.

However, products must be returned unused, in their original condition, with their tags attached, and in their original packaging.

3. Right to a Refund

Upon receipt of your order, it will be inspected to determine eligibility for a refund. If approved, the refund will be automatically issued to the original payment method within 10 business days. Please note that processing and posting of the refund by your bank or credit card company may take additional time.

The refund will be issued via the same payment method used for the purchase, unless expressly agreed otherwise.

4. 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, including:

- Products made to the consumer's specifications or personalized, including custom-made items.

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

5. Defective Products or Order Errors

In the event of a defective, damaged, or non-conforming product, the buyer must contact Maison Ohr to report the issue. To this end, an email with clear photos of the defect or non-conformity must be sent to customer@maisonohr.com within 14 days of receiving the product.

After verification by our team, we will offer, depending on the situation and the customer's preference, an exchange, a credit note, or a full refund. In this case, return shipping costs will be covered by Maison Ohr.

6. Product Exchanges

You can request an exchange within 14 days of receiving your order, provided that the products are returned in their original condition, unused, and in their original packaging.

The quickest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for a new item.