Returns & Refunds
Last updated 20 September 2026
Every piece is authenticated by hand before it is listed and checked again before it leaves us. If a piece is still not right for you, this page sets out exactly what you may do — both the promise Maisonne makes and the rights South African law gives you, whichever is more generous to you.
Our 7-day return
You may return most pieces to Maisonne within 7 calendar days of receiving them, for any reason (a change of mind), for a full refund of the price paid. This gives effect to your statutory cooling-off right under the ECTA (below), applied as a clear house policy, and we honour it as a contractual commitment.
To qualify under this promise the piece must be returned:
- unworn and unused, in the same condition in which you received it;
- with all tags, seals and authentication markers intact;
- in its original packaging, dust bag(s) and presentation box; and
- with the provenance card that shipped with it.
Where a return is a change of mind under this promise (rather than a defect), you are responsible for the cost of returning the piece to us safely and, where possible, insured. We will tell you the return cost before you commit.
Your cooling-off right (ECTA)
Because you buy online, the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), section 44, gives consumers who are natural persons a cooling-off right: you may cancel the transaction, without reason and without penalty, within seven days after receiving the goods. On a valid cancellation you are refunded within 30 days, and the only charge that may be made is the direct cost of returning the goods.
This statutory right applies to consumers (natural persons), not to business-to-business orders. Our 7-day return above gives effect to this seven-day cooling-off right as a clear house policy.
Defective, unsafe or misdescribed goods (CPA)
Separately from the cooling-off right, the Consumer Protection Act 68 of 2008 (“CPA”), section 56, gives you an implied warranty of quality for six months from delivery. If, within that period, a piece is found to be defective, unsafe, or materially not as described, you may return it and choose a repair, a replacement, or a full refund — the choice is yours, not ours.
On a defect return, Maisonne covers the cost of returning the piece and there is no charge to you. Because our pieces are pre-owned or single-edition, any known wear, patina or characteristic disclosed in the piece's provenance dossier at the time of sale is not a defect — the dossier is part of the description you agreed to.
What we cannot take back
For hygiene, safety and authenticity reasons, the following are excluded from the 7-day change-of-mind return and the ECTA cooling-off right (your CPA rights for a genuine defect are never affected):
- fragrances and colognes once the seal or shrink-wrap has been broken;
- earrings for pierced ears, once the hygiene seal is removed;
- pieces altered, engraved, resized or personalised to your specification; and
- any piece returned worn, damaged after delivery, or missing its provenance card, seals or original packaging.
How to return a piece
- Contact us within the window — on WhatsApp or at [email protected] — with your order reference and the piece you wish to return.
- We confirm the return in writing and, for defect returns, arrange and pay for insured collection. For change-of-mind returns we tell you the return cost first.
- Pack the piece exactly as it arrived, with all packaging, seals and the provenance card.
- Once we receive and inspect the piece, we process your refund or replacement.
Refunds
Approved refunds are made to your original payment method through PayFast. We process refunds within 10 working days of receiving and inspecting the returned piece, and in any event within the periods the ECTA and CPA require. Card and EFT refunds may take a few further days to reflect, depending on your bank.
Where a Payflex (pay-in-four) plan was used, the refund is handled through Payflex and your instalment schedule is adjusted or cancelled accordingly.
Nothing in this policy limits your rights under the CPA, the ECTA or any other South African law. Where this policy and the law differ, the outcome more favourable to you applies. This page is a summary of our policy, not legal advice.