Refund policy
Last updated: 18 October 2026
This policy is provided by ZOLIV LTD (Company No. 17524576, registered in England and Wales; registered office: Flat 52 Bergenia House, Bedfont Lane, Feltham, TW13 4GE, United Kingdom), trading as Maison Made. It does not affect your statutory rights.
Personalised items and your legal rights
Our pieces are personalised with the engraving you choose. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to the consumer's specifications or clearly personalised are exempt from the statutory 14-day cancellation right. We have chosen to waive this exemption voluntarily and offer 30-day returns on all orders, as set out below.
Our 30-day returns
You may return your item for a refund within 30 days of the day you (or someone you name) receive it, including if you have simply changed your mind. Please email us within that period and send the item back within 14 days of telling us. Items returned because you changed your mind must be unused and in new condition, undamaged and, where possible, in their original packaging.
How to return an item
Before sending anything back, email contact@maisonmade.shop with your order number. We will reply with the returns address and instructions. Please do not send returns to our registered office.
Return postage: for change-of-mind returns, you pay the cost of sending the item back. If the item is faulty, damaged, not as described or we sent the wrong item, the return is free and we will cover or refund the postage. We recommend a tracked service and keeping proof of postage.
Refunds
We will refund the price you paid within 14 days of receiving the item back. UK delivery is free, so there is no delivery charge to refund. Refunds are made to your original payment method, with no fee. For change-of-mind returns, we may reduce the refund to reflect any damage or loss in value caused by use or handling beyond what is needed to examine the item.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty, damaged, not as described, or the engraving does not match the text you entered:
- within 30 days of delivery you are entitled to a full refund;
- within 6 months you are entitled to a repair or replacement, and if that is not possible or does not fix the problem, a refund;
- after 6 months you may still have rights for up to 6 years (5 years in Scotland).
These rights apply to personalised items too, and they are not limited by our 30-day returns period. Please email us with your order number and photos of the problem. Returns of faulty, damaged or incorrect items are always free, with a full refund.
Natural wood
Every board is cut from natural wood, so grain, colour and markings vary from piece to piece and from the photographs. This natural variation is not a fault.
Exchanges
We do not offer direct exchanges. If you would like a different item or engraving, please return the original for a refund and place a new order.
Contact
Email contact@maisonmade.shop or call +44 7460 631295. We are available Monday to Friday, excluding UK bank holidays. We aim to reply within one working day (Monday to Friday).