Refund policy

Returns, Warranty & Product Information

The Nature of Reclaimed Timber

Our furniture is handcrafted from reclaimed timber and other natural materials. Each piece is unique and will display variations in grain, tone, texture, markings and surface character.

Cracks, splits, movement and irregularities are inherent to reclaimed wood and are not considered defects. These features are part of the material’s natural ageing process and contribute to the individuality of each piece.

Over time, reclaimed timber may continue to expand, contract or develop further surface movement. This is expected behaviour and forms part of the product’s character.

Our pieces are intentionally finished in a natural, lightly waxed state. They are not heavily polished or sealed, and require considered care.

Warranty

Reclaimed elm and other solid timbers are living materials that respond to their environment. Variations, movement and surface cracking are natural and not faults.

Due to the raw and reclaimed nature of these materials, we do not offer a warranty against natural movement or cracking. Furniture should be treated with care and purchased with an understanding of its organic characteristics.

Nothing in this policy excludes your rights under Australian Consumer Law.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact us at websales@maisonest.com.au within 48 hours of delivery.

Please include:

  • Clear photographs
  • A brief description of the issue

We will assess the matter and, where appropriate, arrange a repair, replacement or refund in accordance with Australian Consumer Law.

Change of Mind

We do not offer refunds or exchanges for change of mind, incorrect selection, colour variation, size issues or personal preference.

Please choose carefully and consider the rustic nature of reclaimed timber before purchasing.

This policy is consistent with Australian Consumer Law.

Items Not Eligible for Return

The following items are final sale and cannot be returned or refunded:

  • Upholstered furniture
  • Antique and vintage items
  • Clearance or sale items
  • Custom or special order pieces
  • Ex-display, warehouse sale or “as-is” items

Exchanges

We do not offer direct exchanges. If you would like a different item, you must place a new order. Change of mind returns are not accepted.

Refund Processing

If a refund is approved:

  • Refunds will be issued to the original payment method
  • Processing may take up to 10 business days, this is done through shopify
  • Financial institutions may require additional clearing time

Unless the item is confirmed to be faulty or incorrect, return shipping costs are the responsibility of the customer. The customer is also responsible for arranging return delivery and ensuring the item arrives safely at our warehouse. We recommend using a tracked and insured freight service, as we cannot accept responsibility for items lost or damaged in transit.

If more than 15 business days have passed since approval, please contact us.

Access Requirements

Please ensure all purchased items will fit through doorways, lifts and stairwells before ordering.

We are unable to provide refunds, credits or exchanges due to inadequate access at the delivery location.

Care & Maintenance

Our furniture is lightly waxed and requires careful handling.

To maintain your piece:

  • Avoid water, harsh cleaners or chemical products
  • Use a dry cloth for dusting
  • Always use coasters, placemats or protective coverings
  • Avoid prolonged moisture exposure

Additional sealing with a clear matte varnish may be applied at your discretion.

Damage caused by improper care is not covered under this policy.