Returns, Refunds & Product Issues

1.1 Scope. This policy applies to physical products purchased through the Maison The Five EU retail checkout. It sets out the customer route for faulty, damaged, incorrect, incomplete or otherwise nonconforming goods, and the administration of related repair, replacement, price-reduction, return and refund outcomes. Mandatory law applies in addition to this policy and prevails if it grants the customer a more favorable right.

1.2 Seller and point of contact. Maison The Five is the seller and the customer's sole point of contact for a product issue. Maison may use producers, fulfillment providers, platforms, payment services and carriers operationally, but their internal policies do not replace Maison's obligations or require the customer to pursue them directly.

1.3 Terms and withdrawal. The Terms & Conditions of Sale and Website Use contain the contract and baseline conformity rules. The Right of Withdrawal & Order Cancellation Policy governs an eligible change of mind, including the 14-day consumer withdrawal route. This policy governs nonconforming products and any voluntary exchange or goodwill outcome. A product problem does not have to be presented as a change-of-mind withdrawal.

1.4 Shipping and safety. The Shipping & Delivery Policy governs dispatch, tracking, delay, non-delivery, customs, addressing and carrier return logistics. This policy governs any product remedy or refund that follows that investigation. A safety concern, recall or compliance notice is handled with the Product Safety, Compliance & Recalls Policy, while the financial or replacement remedy remains subject to this policy and mandatory law.

2.1 Product problem. Use this policy if an item is faulty, damaged, misprinted, incorrectly assembled, materially different from the agreed description, the wrong product or variant, or missing from an otherwise delivered parcel. The same route applies when an agreed accessory, instruction or component is missing, or when the product does not meet an applicable objective requirement such as normal quality, durability, functionality or safety.

2.2 Change of mind. Use the Right of Withdrawal & Order Cancellation Policy if the correct product arrived as agreed and you simply changed your mind or selected the wrong size, color or variant. A standard catalog item does not lose an otherwise available statutory withdrawal right merely because it was printed, produced or prepared after ordering.

2.3 Delivery issue. Use the Shipping & Delivery Policy if the whole parcel has not arrived, is delayed, is shown as delivered but cannot be located, is held for collection or customs, or is returning because of an address, refusal or collection problem. Maison will coordinate the logistics review and apply this policy if the appropriate customer outcome is repair, replacement, price reduction, termination or refund.

2.4 Safety issue. Stop using the product and contact Maison promptly if it may be unsafe, has caused injury or property damage, or is subject to a safety notice. Preserve the product and relevant packaging where safe to do so. Urgent safety handling takes priority over ordinary evidence collection, and this policy does not limit any separate legal right relating to personal injury, property damage or regulatory action.

3.1 How to report. Contact Maison through the website Contact page. State that the message concerns a product issue and include the order number, the affected product and quantity, what is wrong, when you first noticed it, and the remedy you prefer. If an issue affects more than one item, identify each item separately so Maison can open one complete case.

3.2 Helpful evidence. When reasonably available, include clear photographs or a short video showing the full item and the affected area. For a wrong item or size, a photograph of the product label may help. For a missing item or transport damage, photographs of the parcel, shipping label, packing document and contents may help. For a measurement issue, show the measurement method and the relevant product area.

3.3 Proportionate requests. Maison may request additional information reasonably necessary to verify the issue, protect the customer, identify an affected production batch or obtain an operational recovery. A photograph, original package, original receipt, carrier notation or provider approval is not an absolute condition of a statutory remedy where the issue can be established reasonably in another way.

3.4 Preserve the item. Keep the affected product, its product label and any relevant packaging until Maison confirms whether they are needed. Do not continue using an item where doing so may worsen the damage, create a safety risk or prevent a fair assessment. These practical requests do not impose a duty to keep unnecessary shipping material indefinitely or to retain something that presents an immediate hazard.

3.5 Report promptly, without shortening statutory rights. Prompt reporting helps Maison preserve evidence and pursue operational recovery, so customers are encouraged to report visible damage or an obvious fulfillment error as soon as reasonably possible. This request does not create an additional customer deadline, waive rights because an issue was not recorded at delivery, or shorten the statutory limitation period.

Start a product-issue case through the Maison The Five Contact page. Do not send full payment-card details, identity documents or unrelated sensitive information.

4.1 Quality and production issues. Covered issues may include holes, tears, broken parts, faulty seams or fastenings, material print defects, incorrect print placement, corrupted or incomplete artwork reproduction, or another manufacturing or assembly problem. A product damaged in transit can also be nonconforming when it reaches the consumer.

4.2 Wrong or incomplete fulfillment. A different product, design, color, tagged size or quantity from the accepted order is a product issue. So is an item missing from a parcel that otherwise arrived. Maison may ask for photographs of the received items and packaging to distinguish an incomplete shipment from a parcel that was lost in transit.

4.3 Description, specification and sizing. A material deviation from an agreed product description, composition, dimensions, function, public claim, approved sample or product-specific specification can be nonconformity. Apparel measurements may have an expressly disclosed, objectively reasonable production tolerance, but a tolerance cannot excuse a wrong tagged size, a material deviation or an inaccurate description.

4.4 Variations that are not automatically defects. Screen settings, material texture and production processes can create slight, non-material differences in color, placement or finish. Normal characteristics of the material, ordinary wear, customer misuse, accidental damage after delivery or care contrary to clear instructions are not automatically product defects. Maison assesses the actual agreement, product information and circumstances rather than relying on a blanket variation disclaimer. Any intended departure from objective conformity requirements applies to a consumer only if it was specifically disclosed and separately and expressly agreed as required by law.

4.5 Customer selection versus fulfillment error. A correctly supplied size, color or variant selected by the customer is not normally nonconforming merely because the fit or preference is unsuitable. If Maison supplied a different selection, or the product materially fails the applicable size guide or agreed specification, the issue is handled under this policy. An eligible change of mind follows the Right of Withdrawal & Order Cancellation Policy.

5.1 Conformity standard. A product must meet the agreed subjective requirements and the objective requirements that customers may reasonably expect for goods of that type. Depending on the product, this includes the agreed description, type, quantity, quality, functionality, compatibility, accessories and instructions, as well as usual durability, repairability, safety, packaging and public statements made in advertising or labeling.

5.2 Remedy sequence. For a nonconforming product, a consumer may generally require cure, meaning repair or replacement. If the legal conditions are met, further rights may include a proportionate price reduction, termination of the affected contract and reimbursement, damages or reimbursement of expenses. The remedy depends on the issue, the customer's choice and the applicable legal conditions.

5.3 Seller responsibility. Maison remains responsible even if the issue arose during production, fulfillment or delivery. An internal deadline, reimbursement decision or return instruction does not determine the customer's statutory rights against Maison.

5.4 Presumption during the first year. Where German consumer-sales law applies, a lack of conformity that becomes apparent within one year after the transfer of risk is generally presumed to have existed at that time, unless that presumption is incompatible with the nature of the product or the issue. Maison will not require the customer to disprove an operational provider's internal assumption where the statutory presumption applies.

5.5 Limitation periods and extensions. Claims for nonconformity in new goods are ordinarily subject to a two-year limitation period beginning with delivery under German law. If an issue first appears within that period, expiry cannot occur earlier than four months after first appearance. If the consumer hands the goods to Maison, or at Maison's direction to a third party, for cure or a guarantee claim, claims concerning the reported issue cannot expire earlier than two months after the repaired or replacement goods are returned. For qualifying contracts, cure by repair also extends the original limitation period once by 12 months as described in Section 6.2. Mandatory longer periods remain unaffected.

5.6 No receipt inspection waiver. A consumer is not required to perform a commercial inspection immediately on receipt as a condition of statutory conformity rights. Failure to photograph the unopened parcel, sign a carrier damage note or discover a hidden issue immediately does not automatically waive a remedy. The available evidence and statutory burden rules govern the assessment.

5.7 Withdrawal exceptions and commercial guarantees. A withdrawal exception for an individually specified or qualifying sealed hygiene product does not remove statutory remedies for nonconformity or lack of safety. Maison offers no voluntary commercial guarantee unless one is expressly identified with its own terms. No producer or other commercial guarantee replaces Maison's statutory seller liability or must be used before a customer contacts Maison.

6.1 Consumer choice. A consumer may generally choose repair or delivery of a conforming replacement. Maison may refuse the chosen form if it is impossible or, taking account of the product value, importance of the issue and feasibility of the alternative, would impose disproportionate cost. If only one form is refused, the other remains available unless it too may lawfully be refused.

6.2 Information before cure. For consumer contracts concluded on or after 31 July 2026 and governed by the updated German rules, Maison will, before carrying out any cure, inform the consumer both of the statutory choice between repair and replacement and that, if cure is performed by repair, the original limitation period for statutory defect claims is extended once by 12 months. Earlier contracts remain subject to the transitional law applicable to them.

6.3 Free and convenient performance. Maison performs cure within a reasonable time after receiving notice and without significant inconvenience to the consumer, taking account of the product and the purpose for which it was needed. Maison bears the necessary transport, postage, labor, material and, where applicable, removal and reinstallation costs that the law allocates to the seller. Where the law permits, the consumer may request an advance for necessary cure expenses.

6.4 Making the product available. The customer must make the product available to Maison for cure where required. Maison may arrange inspection through photographs, collection, a prepaid return or another reasonable method. Some clear production issues can be resolved without a physical return. Maison will confirm whether return is required and may ask the customer to retain the item or, only where lawful and safe after relevant evidence is secured, to render it unusable, recycle it or dispose of it.

6.5 Replacement goods. A replacement must conform to the contract. Maison will not substitute a materially different product, design, material, color or specification without the customer's consent. Where German consumer law applies, a refurbished replacement will be supplied only if the consumer expressly requests it. Maison bears the cost of taking back the replaced item where required.

7.1 When further remedies arise. A consumer may be entitled to a price reduction or termination when Maison has not completed cure within a reasonable time and without significant inconvenience, lawfully refuses cure, the issue appears despite an attempted cure, the issue is sufficiently serious for immediate termination, or it is clear that proper cure will not occur. An additional formal deadline is not required where the law dispenses with one.

7.2 Price reduction. A price reduction reflects the proportion between the value of the product as received and the value it would have had if conforming. Maison will explain the calculation and reimburse any resulting overpayment. A reduction can remain available where an issue is too minor to justify termination.

7.3 Termination. Termination ends the affected contractual part and requires reimbursement of the applicable price. If only some items are nonconforming, termination normally concerns those items unless the consumer cannot reasonably be expected to keep the remaining goods. Termination may be unavailable for a merely minor lack of conformity, subject to the statutory allocation of the burden of establishing that it is minor.

7.4 Return after termination. When German consumer law requires return following termination for nonconformity, Maison bears the return cost. Once termination is confirmed or otherwise legally effective, proof that the product was dispatched is sufficient for refund sequencing where the applicable rule provides; Maison will not impose warehouse receipt as an additional administrative gate. Maison will supply the case-specific instructions needed to complete the return.

7.5 Other rights. Nothing in this policy excludes a claim for damages, reimbursement of expenses, product-liability relief or another remedy where its separate legal conditions are met. Maison does not promise that every product issue automatically creates every listed remedy. The remedy is assessed under the applicable law and the facts of the case.

8.1 Contact Maison before dispatch. Contact Maison before sending a product so it can identify the order, confirm whether a return is necessary, issue a case reference and provide the correct destination. This protects the parcel from being misrouted. Failure to obtain a case reference does not by itself extinguish a mandatory right, but an unauthorized destination may delay identification and processing.

8.2 Case-specific destination. Do not send a product to an address printed on the original parcel, found on a provider website or associated with a production or delivery facility unless Maison has authorized that address in writing for the case. Return destinations can vary by product and fulfillment route. An operational return address is not Maison's legal or correspondence address.

8.3 Packing and documents. Use packaging that reasonably protects the product in transit and include the case reference if requested. Original shipping packaging is helpful when it bears evidence of damage, but it is not an absolute condition of a statutory remedy. Do not include unrelated personal documents, payment-card information or additional goods that Maison did not authorize for the return.

8.4 Return method and cost. Maison will provide a prepaid label, arrange collection, reimburse necessary reasonable postage or use another lawful method when it must bear the return cost. Follow the supplied method where reasonably possible and keep proof of dispatch. Do not use cash on delivery or an unagreed premium service unless Maison has approved it or mandatory law requires the expense.

8.5 Inspection. Maison may inspect a returned product to confirm the reported issue, remedy route and safety handling. The inspection is not used to substitute a supplier's discretionary approval for statutory rights or to extend a lawful refund withholding period. Maison will communicate any material finding that changes the proposed outcome.

9.1 Amount. A remedy-based refund includes the product amount and any other amount Maison must reimburse under the applicable law. A price-reduction refund reflects the lawful proportional adjustment. Maison does not deduct a restocking, handling or administrative fee from money due because a product was nonconforming.

9.2 Timing. Maison issues the refund without undue delay after the legal conditions for the remedy and any permitted return or proof-of-dispatch requirement have been met. A provider investigation may support the decision but will not be used to postpone reimbursement beyond a mandatory deadline. Maison will tell the customer if a case-specific fact is needed before processing can continue.

9.3 Payment method. Maison returns money to the original payment method unless the customer expressly agrees to a different method that creates no fee. Maison does not require store credit for a monetary refund that is legally due. A payment provider may need additional processing time after Maison releases the funds, but Maison remains responsible for initiating the refund correctly.

9.4 Partial orders and discounts. For an affected item within a multi-item order, Maison calculates the refund or price reduction using the amount actually allocated to that item after applicable discounts. Any delivery-cost adjustment follows the applicable law and the effect of the remedy on the order as a whole. Maison will not recover more than the customer actually retained as a benefit.

9.5 Maison issues the customer refund. Any internal credit, reimbursement or operational settlement is separate from the customer transaction. The customer is not required to open another account, accept an internal credit arrangement or wait for a third party to refund them. Maison communicates and administers the customer outcome.

10.1 No general size or color exchange promise. Maison does not offer a standing voluntary exchange program for a correctly supplied product merely because the customer selected the wrong size, color or variant, unless a product page or written case confirmation expressly says otherwise. Many products are prepared for an individual order, so a requested exchange generally requires a new order.

10.2 Statutory withdrawal remains separate. A consumer who is within an applicable change-of-mind period may use the Right of Withdrawal & Order Cancellation Policy for an eligible product and place a new order for the preferred selection. Maison will not reclassify a valid nonconformity claim as buyer's remorse or use the absence of a voluntary exchange program to limit statutory remedies.

10.3 Goodwill decisions. Maison may offer a voluntary replacement, credit, discount or other goodwill solution in an individual case. Any such offer will state its conditions in writing. A goodwill solution does not admit liability, create an ongoing exchange program, establish a precedent for other orders or reduce a statutory right that already exists.

For an eligible change of mind or a customer-selected size or color, read the Right of Withdrawal & Order Cancellation Policy.

11.1 Missing contents and missing parcels. An item missing from a parcel that arrived is handled as incomplete fulfillment under this policy. A whole parcel that has not arrived is investigated under the Shipping & Delivery Policy. Maison may ask the customer to check the delivery location, household, neighbors, pickup point or carrier record where reasonable, but the customer remains entitled to the outcome required by law.

11.2 Tracking marked delivered. A carrier status marked 'delivered' is evidence to investigate, not an automatic denial of a credible non-receipt report. Maison will review the delivery details, address, available proof, carrier response and surrounding circumstances. The statutory transfer-of-risk and burden rules determine whether Maison must provide performance, a replacement or reimbursement.

11.3 Consumer delivery risk. For a consumer sale, the risk of accidental loss or damage generally remains with Maison until the consumer, or a third party designated by the consumer other than the carrier, takes physical possession. A different rule may apply if the consumer independently appoints a carrier that Maison did not name as an option. Mandatory law governs in every case.

11.4 Incorrect address, refusal or non-collection. If a parcel is returned solely because the customer supplied an inaccurate or incomplete address, refused it without exercising an applicable right, or avoidably failed to collect it, Maison may request the reasonable, actual cost of a new delivery where the law and the order terms permit. Maison bears costs caused by its own error or an error for which it is legally responsible.

11.5 Returned-to-sender handling. A returned parcel may require tracing and inspection before it can be re-dispatched or a customer outcome can be confirmed. Re-dispatch is not guaranteed if the product is unsafe, used, damaged, unidentifiable or legally unsuitable for renewed delivery. If re-dispatch is inappropriate, Maison will provide any replacement, refund or other outcome required by law. No internal retention or disposal deadline extinguishes a customer's statutory rights against Maison.

For dispatch, tracking, customs, non-delivery or returned-to-sender logistics, read the Shipping & Delivery Policy. Maison will apply this policy to any resulting product remedy or refund.

12.1 Reasonable cooperation. Maison and the customer should cooperate in good faith so the issue can be identified and resolved. Maison may verify the order, delivery, product and claimed outcome, and may prevent duplicate reimbursement. Requests will remain proportionate to the value, nature and safety of the product and will not be used to shift a statutory burden unfairly.

12.2 False or altered evidence. Maison may request clarification where there is a specific, reasonable indication that material evidence is false, altered or unrelated to the order. Any necessary verification will be limited to what is objectively necessary and lawful and will not reset a statutory cure or refund period. A legitimate complaint, an unsuccessful prior claim or repeated problems with separate orders are not by themselves abuse. Any refusal will be based on the facts and will not override mandatory consumer rights.

12.3 Payment disputes. Maison encourages customers to contact it first because direct resolution is often faster, but doing so is not a condition of a statutory right or a waiver of a lawful payment-provider or court remedy. If a payment dispute and a Maison refund concern the same amount, the parties must avoid duplicate recovery and cooperate in reconciling the final result.

12.4 Claim data. Maison uses order, contact, delivery, product, evidence and correspondence data to investigate the issue, provide a remedy, prevent misuse and meet legal obligations. Only data reasonably needed for those purposes should be submitted. The Privacy Policy explains the relevant processing, recipients, international transfers, retention and data-protection rights.

For product-safety escalation, read the Product Safety, Compliance & Recalls Policy. For claim-data handling, read the Privacy Policy.

13.1 Contact route. Use the Maison The Five Contact page for a product issue, return, replacement, price reduction or refund. Maison may provide a case-specific return destination or request additional evidence in its response. Personal operator details are published in the Legal Notice where legally required and are not repeated unnecessarily in this operational policy.

13.2 Version governing the order. Maison may update this policy prospectively when legal, operational or service requirements change. A new version does not reduce mandatory rights already attached to an accepted order. The applicable contract documents and law remain controlling for that order.

13.3 Mandatory rights. Nothing in this policy excludes or restricts a non-waivable consumer right, a longer limitation period, a more favorable local rule or a remedy available under applicable law. If a provision conflicts with mandatory law, the mandatory rule applies and the remaining provisions continue where legally possible.

Contact Maison through the Maison The Five Contact page. For contract formation and general sales terms, read the Terms & Conditions of Sale and Website Use.

POLICY MAINTENANCE Maison The Five maintains this policy and reviews it when legal, operational or service requirements change. The version published in the Maison The Five Policies Hub is the current customer-facing version. It governs your relationship with Maison, subject always to mandatory rights. Current Maison policies are available in the Maison The Five Policies Hub.