Right of Withdrawal & Order Cancellation

1.1 Scope. This policy applies to physical products ordered through the Maison The Five EU retail checkout. Its statutory withdrawal provisions apply to a natural person acting mainly outside their trade, business, craft or profession where the applicable law grants a withdrawal right. Business purchasers do not receive a statutory consumer right merely because this policy is available on the website.

1.2 Seller and point of contact. The seller is Soufiane Boudarraja, trading as Maison The Five. Maison is the customer's sole point of contact for cancellation, withdrawal and refunds. Operational service providers act behind the scenes and do not replace Maison as seller or customer-care contact.

1.3 Related policies. The Terms & Conditions of Sale and Website Use explain contract formation and acceptance. This policy governs change-of-mind withdrawal and early cancellation requests. The Returns, Refunds & Product Issues Policy governs faulty, damaged, incorrect, missing and otherwise nonconforming goods, voluntary exchanges and delivery-related return cases. The Shipping & Delivery Policy governs dispatch and delivery. Mandatory law prevails over every Maison policy.

1.4 No supplier terms. No supplier, producer, fulfillment provider, platform or carrier policy is incorporated into the customer contract through this policy. An internal provider deadline or reimbursement rule cannot shorten a customer's statutory rights against Maison.

2.1 Before Maison accepts the order. The first automated order receipt is an acknowledgement and does not itself mean that Maison has accepted the order. If Maison receives a clear cancellation request before acceptance, Maison grants the customer the right to withdraw the affected order request. Maison will not accept the cancelled item and will release or refund any payment collected for it.

2.2 After acceptance but before preparation or dispatch. Contact Maison immediately if you want to stop or change an accepted order. Preparation can begin quickly, sometimes shortly after acceptance. Maison will make reasonable efforts to stop the affected item, but operational cancellation succeeds only when Maison sends a written cancellation confirmation. A website status, customer message or payment reversal request is not by itself confirmation that fulfillment stopped. This confirmation rule concerns the operational stop only. It does not make an otherwise valid statutory withdrawal dependent on Maison's agreement or acknowledgement.

2.3 If operational cancellation is no longer possible. If Maison cannot stop an eligible standard product, the customer's statutory withdrawal right remains available and is not reduced merely because preparation or production has begun. The customer may exercise that right within the applicable period and return the goods as described below. A genuine statutory exception, such as an item made to a customer's decisive individual specification, is addressed in Section 9.

2.4 Requested order changes. A request to change a product, size, color, design, quantity or delivery address is handled as a best-efforts operational request. Maison may confirm the change, cancel the affected item so a new order can be placed, or explain that the order has progressed too far. Maison will never substitute a materially different product without the customer's consent.

Send a cancellation or change request through the Maison The Five Contact page and include the order number, the affected item and the requested outcome. Do not include full payment-card details.

FORMAL CONSUMER NOTICE This Section 3 is the statutory withdrawal information for eligible distance sales of goods. The practical explanations in the remaining sections support this notice and do not narrow it.

Right to withdraw

You have the right to withdraw from an eligible contract within 14 days without giving any reason.

When the withdrawal period begins

For a contract for one product delivered in one shipment, the withdrawal period is 14 days from the day on which you, or a third party indicated by you other than the carrier, acquires physical possession of the goods.

If you order multiple goods in one order and they are delivered separately, the period is 14 days from physical possession of the last good. If one product is delivered in several lots or pieces, the period is 14 days from physical possession of the last lot or piece. For a contract for regular delivery of goods over a defined period, the period is 14 days from physical possession of the first good.

The day of physical possession is not counted as day one. Applicable time-computation rules apply if the final day falls on a Saturday, Sunday or public holiday. The period does not begin until Maison has provided the legally required withdrawal information. If that information was not properly provided, the right generally expires no later than 12 months and 14 days after the normal starting event; if Maison corrects the information within that 12-month period, a 14-day period begins when you receive the corrected information.

How to exercise the right

To exercise the right of withdrawal, you must inform Maison of your decision to withdraw by an unequivocal statement. For example, you may use a letter sent by post, an email, the online withdrawal function or the Maison Contact page. You may use the model withdrawal form in Section 12, but it is not obligatory. You do not need to give a reason.

Seller and withdrawal recipient: Soufiane Boudarraja, trading as Maison The Five
Address: Waldstr. 74, 65451 Kelsterbach, Hesse, Germany
Telephone: +49 152 2717 9992
Email: Soufiane.Boudarraja@soufbouda.com

Online withdrawal function

You may also exercise your right through the prominently displayed 'Withdraw from contract' function available from the website footer and the Policies Hub while the withdrawal period runs. The function allows you to identify yourself, the contract or products you wish to withdraw from, and the electronic address for your receipt. It then presents a separate 'Confirm withdrawal' action. No customer account or explanation is required.

After you confirm, Maison sends an immediate acknowledgement on a durable medium, normally by email. The acknowledgement records at least the content of your withdrawal statement and the date and time it was received. A withdrawal submitted through this function before the deadline is treated as received in time. If the function is temporarily unavailable, you may use any other clear method described above.

Meeting the deadline

To meet the withdrawal deadline, it is sufficient for you to send your statement exercising the right before the withdrawal period expires. Keep a copy or other proof of dispatch. Maison will acknowledge electronic withdrawal notices as soon as reasonably possible; an acknowledgement is evidence of receipt, not a condition for the withdrawal to be effective.

Effects of withdrawal

If you withdraw from the contract, Maison will reimburse all payments received from you for the withdrawn contract, including the cost of the least expensive standard delivery offered for that contract. Maison does not reimburse additional delivery costs resulting from your choice of a more expensive delivery method than the least expensive standard method offered.

Maison will make the reimbursement without undue delay and no later than 14 days after the day on which Maison receives your withdrawal statement. Maison uses the same means of payment that you used for the original transaction unless you expressly agree otherwise, and you will not incur a fee because of the reimbursement. For sales of goods, Maison may withhold reimbursement until it has received the goods or you provide evidence that you sent them back, whichever occurs first, unless Maison offered to collect them.

Returning the goods and return cost

You must send or hand the goods back without undue delay and no later than 14 days after the day on which you inform Maison of your withdrawal. You may return them to Soufiane Boudarraja, trading as Maison The Five, Waldstr. 74, 65451 Kelsterbach, Hesse, Germany, or to another Maison-authorized return destination supplied to you in writing for the case. The deadline is met if you send the goods before the 14-day return period expires.

You bear the direct cost of returning the goods in an ordinary change-of-mind withdrawal, provided Maison informed you of that allocation as required before the contract. Products currently within this policy are normally capable of return by standard parcel post. If Maison later offers a product that cannot normally be returned by post, the product-specific precontract information will state or reasonably estimate the direct return cost as required by law. If required advance information was not provided, mandatory law determines who bears the cost.

Diminished value

You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, and only where Maison provided the legally required withdrawal information.

4.1 What the notice should identify. A withdrawal statement should identify the customer, the order or contract, and whether the whole contract or particular products are affected. Maison may ask a proportionate follow-up question if the statement cannot be matched to an order, but it will not require a reason or impose a special wording requirement.

4.2 Partial withdrawal. Maison accepts withdrawal for one or more identifiable products within a multi-product order where the contract can be separated. State clearly which products you are withdrawing. This does not limit any right to withdraw from the whole contract. An exception that applies to one personalized or qualifying sealed item does not automatically remove the right for other eligible items.

4.3 Returning goods alone is not enough. A parcel sent back without any clear withdrawal statement may have been misrouted, refused or returned by a carrier. Simply refusing delivery, failing to collect a parcel or sending an unexplained package does not by itself communicate an unequivocal decision to withdraw. Send a clear notice so Maison can protect the deadline and process the correct outcome.

4.4 Contact before return. Maison recommends contacting customer care before dispatch so it can confirm the case reference and the most efficient authorized route. This recommendation is not an additional form requirement and does not prevent you from using the statutory address stated in Section 3. Do not send goods to a production, platform, carrier or other third-party address found elsewhere unless Maison has expressly authorized that destination for your case.

5.1 Packaging. Use packaging that reasonably protects the product in transit. Original retail or shipping packaging is helpful but is not an absolute condition of withdrawal. Removing packaging, a tag or a label does not by itself extinguish the right, although damage or handling beyond a reasonable inspection may cause diminished value under Section 7.

5.2 Proof of dispatch. Keep the postal receipt or comparable evidence until the case is complete. Tracked or insured delivery is recommended where proportionate to the product's value, but Maison does not make a particular commercial service a condition of the statutory right.

5.3 Transit risk. Maison bears the statutory risk of a timely return shipment. The customer remains responsible for reasonable packaging and may be responsible for loss caused by culpably inadequate packing or other conduct under the general law. Maison will investigate a return that is delayed or lost in transit using the available dispatch evidence.

5.4 Unaccepted charges. Do not use cash on delivery or another return method that creates an unagreed charge for Maison. This does not prevent recovery of a return cost that Maison is legally required or has expressly agreed to bear.

6.1 Product price. Maison refunds the amount paid for the withdrawn goods, subject only to a lawful diminished-value claim or another mandatory adjustment. Maison does not impose a handling or restocking fee for exercising a statutory withdrawal right.

6.2 Original delivery charge. For a withdrawal from the whole contract, Maison refunds the least expensive standard delivery charge offered for that contract. For an accepted partial withdrawal, Maison refunds any part of the standard delivery charge that would not have been payable had only the retained products been ordered. Any premium chosen above the least expensive standard delivery method is not refundable merely because of withdrawal.

6.3 Refund route. The refund is returned to the original payment method unless the customer expressly agrees to a different method that creates no fee. Maison will not require store credit in place of money due. A payment provider may take additional processing time after Maison releases the refund, but Maison remains responsible for initiating it within the legal deadline.

6.4 Lawful withholding. For goods, Maison may withhold the refund until it receives the returned goods or evidence that they were sent, whichever occurs first, unless Maison offered collection. Maison will not use an internal inspection or service-provider process to extend that withholding beyond what the law permits.

7.1 Store-equivalent inspection. You may inspect and try a product to the extent reasonably possible in a physical shop. For apparel, this normally includes checking the material, color, construction and fit with appropriate care. For accessories, it normally includes a careful visual and functional inspection appropriate to the product.

7.2 Handling that may reduce value. Wear beyond a fit check, washing, alteration, staining, strong odors, contamination, damage or misuse may go beyond necessary inspection. If that handling causes an actual loss in value and the legal conditions are met, Maison may make a proportionate diminished-value claim. It will not automatically treat the product as having no value or deny withdrawal solely because it was opened or tried on. Removal of a qualifying health or hygiene seal is addressed separately in Section 9.2.

7.3 Evidence and fairness. Maison will assess any claimed diminished value reasonably, based on the product's condition and the effect of the unnecessary handling. It will explain a deduction and retain appropriate evidence. Normal inspection, unavoidable opening of shipping packaging and a minor packaging issue do not justify a punitive deduction.

8.1 Standard catalogue products. Maison may print, produce, assemble or otherwise prepare a standard catalogue product only after an order is placed. That operating method alone does not make the product personalized and does not remove a consumer's statutory withdrawal right.

8.2 Standard selections. Selecting an offered size, color or pre-existing Maison design does not by itself establish that the product falls within a personalized-goods exception. Maison applies an exception only where the statutory requirements are actually met for the specific configuration and the customer was clearly informed before ordering.

9.1 Individually specified or clearly personalized goods. The statutory right may not exist for goods that are not prefabricated and whose production is decisively governed by the customer's individual selection or specification, or that are clearly tailored to the customer's personal needs. Examples may include a product created with customer-supplied names, images or wording, or a genuinely individualized specification. Maison will identify the exception clearly before the order is placed. It will not apply this exception to all made-after-order goods as a category.

9.2 Sealed health or hygiene goods. The right may expire for a sealed product that is not suitable for return for genuine health-protection or hygiene reasons if its qualifying seal is removed after delivery. Ordinary shipping material or easily replaceable protective packaging is not automatically a hygiene seal. Maison applies this exception only where both the nature of the product and the seal meet the statutory conditions and the customer was informed in advance.

9.3 Product-specific notice. If a statutory exception applies to a product, the product page and checkout information will state the exception or the circumstances in which the right can be lost. An exception is construed narrowly and affects only the relevant product or contractual part. Mandatory rights concerning nonconforming or unsafe goods remain unaffected.

10.1 Clear notice still required. Refusing a parcel, missing a collection deadline or allowing a parcel to return to sender does not by itself exercise the statutory withdrawal right. Send Maison a clear withdrawal statement within the applicable period if that is your intended outcome.

10.2 Customer-caused return to sender. If a parcel is returned solely because the customer supplied an inaccurate or incomplete address, refused delivery without a valid withdrawal notice, or avoidably failed to collect it, Maison may request only the reasonable, actual cost of a new delivery where the law permits. Maison bears costs caused by its own, its fulfillment agent's or the carrier's error.

10.3 Case handling. Returned-to-sender and re-delivery cases are handled under the Returns, Refunds & Product Issues Policy. No third-party retention, disposal or re-shipment deadline is used to extinguish a customer's statutory rights against Maison.

11.1 Nonconforming goods. If a product is faulty, damaged, misprinted, incorrect, missing, materially different from the agreed description or otherwise nonconforming, contact Maison under the Returns, Refunds & Product Issues Policy. Statutory remedies may include repair, replacement, price reduction or termination and refund, depending on the legal conditions. Those remedies are separate from this 14-day change-of-mind right.

11.2 Return cost for a product problem. The customer-cost rule in Section 3 applies to an ordinary change-of-mind withdrawal. It does not transfer to the customer a return or remedy cost that Maison must bear for nonconforming goods. Maison will provide the appropriate case-specific instructions and remains responsible for the remedy.

For defects, damage, wrong items, missing items, delivery problems or voluntary exchange requests, use the Returns, Refunds & Product Issues Policy.

OPTIONAL FORM Use this form only if you wish. Any other unequivocal withdrawal statement is equally valid. Delete text marked with an asterisk where it does not apply.

To: Soufiane Boudarraja, trading as Maison The Five, Waldstr. 74, 65451 Kelsterbach, Hesse, Germany; Email: Soufiane.Boudarraja@soufbouda.com

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the purchase of the following goods (*) / the provision of the following service (*):

Goods or service: ____________________________________________________________

Order number: ____________________________________________________________

Ordered on (*) / received on (*): ____________________________________________________________

Name of consumer(s): ____________________________________________________________

Address of consumer(s): ____________________________________________________________

Date: ____________________________________________________________

Signature of consumer(s), only if sent on paper: ____________________________________________________________

(*) Delete as appropriate.

13.1 Version governing the order. The withdrawal information made available and sent on a durable medium for an accepted order applies to that order. Maison may update this policy prospectively when legal or operational requirements change, but a new version does not reduce rights already attached to an accepted order.

13.2 Mandatory rights. Nothing in this policy excludes a longer period, a more favorable rule or another remedy that mandatory law grants to the customer. If a provision conflicts with mandatory law, the mandatory rule applies and the remaining provisions continue where legally possible.

For help with cancellation, withdrawal, a return or a refund, contact Maison through the Maison The Five Contact page. For contract-formation rules, see the Terms & Conditions of Sale and Website Use.

Read the related 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.