Wholesale Returns & Refunds Policy

This policy applies to trade wholesale accounts only.

Our Commitment

We take great care in packing every wholesale order. All pieces are individually wrapped and checked before dispatch. However, we understand that issues occasionally arise and we aim to resolve them fairly and promptly.

Damaged Goods

If items arrive damaged due to transit, please:

1. Retain all original packaging.
2. Photograph the damaged item(s) and packaging.
3. Email hello@maisonberber.com within 48 hours of delivery with your order number and photographs.

We will arrange a replacement or issue a credit note at our discretion. Claims made after 48 hours may not be accepted.

Faulty or Incorrect Items

If you receive a faulty or incorrectly supplied item, please contact us within 7 days of delivery. We will arrange collection and issue a replacement or full credit for the affected items.

Change of Mind

Because our products are handmade ceramics and artisan goods, we do not accept returns for change of mind or unsold stock. All sales to trade accounts are final unless goods are damaged or faulty on arrival.

Cancellations

Orders may be cancelled within 24 hours of placement at no charge. After this window, orders will be fulfilled. Please email hello@maisonberber.com as soon as possible if you need to cancel.

Refunds

Where a refund or credit is agreed, it will be issued within 10 working days. Credit notes may be applied to future orders.

Non-Returnable Items

• Items damaged after delivery due to improper handling or storage.
• Items that have been sold to end consumers.
• Bespoke or custom orders.

Contact

Email: hello@maisonberber.com
Please include your company name, order number, and a description of the issue.