If something isn’t right, we’re here.

If your item arrives damaged, faulty or incorrect, contact us as soon as reasonably possible at hello@maisonsheli.com.

To help us assess and resolve the issue, please provide:

• Your order number.
• A brief description of the issue.
• Where available, clear photographs of the item and packaging.

We ask that damage visible on delivery be reported within 7 days so we can investigate promptly with the delivery provider. However, this requested timeframe does not limit or exclude any rights you may have under the Australian Consumer Law.

We may inspect the product or request reasonable information necessary to assess the claim. You are not required to return a faulty product in its original packaging, although the product may need to be securely packaged to avoid further damage during return transit.

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Minor problems

If a product has a minor problem, Maison Sheli may choose to provide a replacement or refund. If we cannot or do not fix the problem within a reasonable time, you may be entitled to receive a replacement or refund.

We may offer store credit as an optional resolution, but you are not required to accept store credit instead of a remedy available under the Australian Consumer Law.

Major problems

A product has a major problem if, for example, it:

• Is unsafe.
• Is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time.
• Is substantially unfit for a purpose you told us about and cannot easily be fixed within a reasonable time.
• Is significantly different from its description, sample or demonstration model.
• Has one serious problem, or several smaller problems, that would have stopped a reasonable consumer from buying it had they known about them.

If a product has a major problem, you may reject it and choose a refund or replacement. Alternatively, you may keep the product and seek compensation for the reduction in its value. You may also be entitled to compensation for other reasonably foreseeable loss or damage caused by the problem.

If we confirm that a product has a problem covered by the Australian Consumer Law, we will arrange the return at our cost or reimburse reasonable return postage or transport costs. Please retain receipts for any return costs you pay.

If an assessment finds that the product does not have a problem covered by the Australian Consumer Law, we may require you to pay reasonable collection or inspection costs. We will provide a reasonable estimate of those costs before arranging collection or inspection.

Maison Sheli products are produced in small batches, and many are hand-painted. Subtle and disclosed variations in glaze, tone, brushwork, finish or form may be part of the product’s character and are not necessarily faults.

However, describing a product as hand-painted or small-batch does not exclude the consumer guarantees. A variation may still be a problem if the product is not of acceptable quality, is unsafe, is not fit for purpose, or is materially different from its description or sample.

Minor packaging marks are not normally product faults where the product itself is undamaged and fully usable. Packaging damage may nevertheless be relevant where the packaging forms part of the product or the damage has affected the product.

Maison Sheli does not accept returns or exchanges for change of mind, including:

• Preference changes.
• Incorrect product or size selection.
• Differences caused solely by individual screen settings.

Please review product descriptions, measurements, materials and care information carefully before purchasing.

This section does not affect your rights where a product is faulty, unsafe, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Candles and fragile products must be handled and used in accordance with their care and safety instructions.

We do not accept change-of-mind returns for used candles.

However, candles and fragile products remain covered by the consumer guarantees. Contact us if an item is faulty, unsafe, damaged, incorrectly supplied or otherwise does not comply with those guarantees.

Sale and promotional items are not eligible for change-of-mind returns.

They remain covered by the consumer guarantees under the Australian Consumer Law.

Approved refunds will normally be returned to the original payment method. Processing times may vary depending on the payment provider or financial institution.

We will not deduct a restocking fee from a refund or remedy provided because a product fails to meet a consumer guarantee.

For returns and refund enquiries, contact:

Maison Sheli
Email: hello@maisonsheli.com

Address for approved returns:

Maison Sheli
81 O’Connor Street
Chippendale NSW 2008
Australia