Refund policy

Effective date: 21 August 2025

We want every Maison de Sérène experience to be exquisite. If something isn’t perfect, this policy explains how returns, exchanges, and refunds work for purchases made in our boutique at maisondeserene, Parkson, Vientiane.

1. Overview

  • Return method: In‑store only at our boutique (maisondeserene, Parkson, Vientiane).

  • Return window: 7 days from the purchase date.

  • Eligibility: Items must be unused, unopened, and in original condition, with cellophane and seals fully intact.

  • Exceptions: Defective, damaged on arrival, or incorrect items are eligible for exchange or refund regardless of the seal (see Section 6).

  • Non‑returnable: Personalized items (e.g., engraving), used/opened fragrances or body products, final‑sale items, and gift cards.

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2. Eligibility checklist

Your item is eligible for return if all of the following are true:

  1. The return request is made within the stated return window.

  2. The item is unopened, with original cellophane/seal and packaging (caps, pumps, ribbons, samples, gifts with purchase) present.

  3. The item shows no signs of use (no spray, no residue, no tampering) and is in resalable condition.

  4. You provide a valid proof of purchase (order number, receipt, or gift receipt).

We reserve the right to refuse returns that do not meet these conditions or that are returned without prior authorization.

3. Non‑returnable items

  • Opened or used fragrances and body products (except where defective).

  • Personalized/engraved items, custom packaging, or special orders.

  • Gift cards and e‑gift cards.

  • Items marked Final Sale.

  • Complimentary samples and gifts with purchase (unless the main item is faulty; see Section 6).

4. How to start a return (in‑store only)

Bring the unopened item and your receipt or gift receipt to our boutique (maisondeserene, Parkson, Vientiane) within 7 days of purchase. Our advisor will inspect eligibility and process an exchange, refund to the original payment method, or store credit per Sections 7–8.

We do not accept mailed returns.

5. In‑store returns

  • Bring the unused, unopened item and your receipt within 7 days.

  • Eligible returns can be exchanged, refunded to the original payment method, or issued as store credit.

  • For gifts with a gift receipt, we can issue store credit at the current price.

6. Damaged, defective, or incorrect items

If your order arrives damaged, defective, or not as ordered:

  • Contact us within 48 hours of delivery with your order number and clear photos of the packaging and product.

  • We will arrange a replacement, repair, or refund. If a return is required, we’ll guide you through the process and cover shipping.

7. Refunds

  • Once your return is received and inspected, we will email you to confirm approval or rejection.

  • Approved refunds are issued to the original payment method; please allow 5–10 business days for your bank or provider to post the credit.

  • Shipping fees (original delivery) are non‑refundable, except where we made an error or the item is faulty.

  • If the returned item does not meet eligibility criteria, we may return it to you or offer disposal, at your choice.

8. Exchanges & store credit

  • Like‑for‑like exchanges are subject to availability. If the desired item is unavailable, we can issue store credit valid for 12 months.

  • Price differences (if any) will be charged or refunded accordingly.

9. Gifts

  • Items marked as gift and shipped directly to the recipient can be returned for store credit at the current price if eligible.

  • For returns with a gift receipt, we can exchange or issue store credit.

10. Sets, bundles, and gifts with purchase

  • Sets and bundles must be returned complete, in original packaging.

  • If a return causes the order to fall below the threshold for a promotion, we may deduct the value of the gift with purchase or require its return in unopened condition.

11. Order changes & cancellations

  • We can attempt to modify or cancel online orders within 1 hour of placement during boutique hours. Contact us immediately via WhatsApp/phone.

  • Once an order is processed or shipped, we are unable to cancel; you may use the standard return process if eligible.

12. Mail returns

Not applicable. We do not accept mailed returns; all returns must be made in person at our boutique.

13. International returns

Not applicable. Returns are accepted in‑store only at maisondeserene, Parkson, Vientiane.

14. Your statutory rights

Nothing in this policy affects any rights you may have under applicable consumer laws.

15. Contact us

Maison de Sérène
maisondeserene, Parkson, Vientiane
Phone/WhatsApp: +856 20 58 880 909
Email: contact@maisondeserene.com