Returns & Refunds Policy

Due to the nature of our products, and in accordance with hygiene and safety standards, we are unable to accept change-of-mind returns on any opened or used items.

Change of Mind Returns

We may accept returns for change of mind where the following conditions are met:

• The item was purchased within the last 7–14 days from the date of delivery

• The item remains unopened, unused, and in its original condition

• The item is returned in its original packaging, including any protective materials, seals, or accessories

• A return request is submitted prior to sending the item back

All change-of-mind returns are accepted at our sole discretion and may be subject to a restocking fee. We reserve the right to decline returns that do not meet these conditions.

Please note that opened or used perfume products are not eligible for return or exchange under change-of-mind circumstances due to hygiene reasons.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your order. Your message should include your order number along with clear photographs showing the issue.

In such cases, and in accordance with Australian Consumer Law, we will assess the product and provide a suitable resolution. This will be limited to a replacement or repair. Refunds are not offered for faulty or damaged items.

Hygiene Notice

For hygiene and safety reasons, any perfume product that has been opened, unsealed, or used is not eligible for return or exchange unless the item is deemed faulty.

Return Shipping

• Customers are responsible for all return shipping costs unless the item is faulty, damaged, or incorrect

• We strongly recommend using a tracked and insured shipping method when returning items

• All returned goods must be securely packaged to prevent damage during transit

• We are not responsible for any items lost, delayed, or damaged during return shipping

We are unable to process any return, replacement, or assessment until the returned item has been received.

Fragrance Expectations

Fragrance is a highly subjective experience and may vary between individuals. We encourage customers to carefully review product descriptions, notes, and sizing information prior to purchase. Where available, sample sizes or smaller formats are recommended for first-time customers to ensure suitability.

Contact

If you require assistance with a return, or have any questions regarding your order, please contact us at hello@maisoncharles.com.au. We will be happy to assist and guide you through the process.