Politique de remboursement

Maison Ephyr – Return Policy

I. General Provisions

Our return policy is valid for 30 days from the date you receive your item. To be eligible for a return, you must submit your request within this 30-day period.

At this time, we accept returns only from Canada due to shipping and regulatory constraints.

To Qualify for a Return

To be eligible for a return:

The item must be in its original condition:
- unopened
- unused and unsprayed
- in its original packaging, with all accessories, caps, and inserts intact
You must provide a receipt or proof of purchase.

We reserve the right to refuse returns that do not meet these conditions.

How to Initiate a Return

Contact us first at info@ephyr.ca to request a return.
If your return is approved, we will:
- Provide a return shipping label (when applicable), and
- Send instructions on how and where to send your package.

Unless otherwise stated in your specific case (e.g., defective or wrong item), return shipping costs are the responsibility of the customer and may be deducted from your refund.

Important: Items sent back to us without prior authorization will not be accepted and will not be refunded.

Inspection & Fraud Prevention

All returns are subject to an inspection. Maison Ephyr reserves the right to refuse a refund if:

The product is found to be opened, used, sprayed, or tampered with.
The returned item does not match the original order (e.g., a different product is sent back).
There is evidence of fraudulent or abusive return behavior.

In these cases, no refund will be issued.

For any questions about whether your item is eligible for return, please contact us at info@ephyr.ca before sending anything back.

II. Exclusions

Certain items and situations are not eligible for return:

Fragrance samples and travel size (including small-format vials) are non-returnable due to the risk of tampering.
Returns based on personal dissatisfaction (e.g., “I don’t like the scent”).
Returns due to allergic reactions, sensitivities, or headaches triggered by the fragrance.

We strongly encourage customers to:

Read the notes and product descriptions carefully.
Purchase a sample (when available) before committing to a full-sized bottle, especially if you have known fragrance sensitivities or a history of allergies.

III. Damages and Issues

Please inspect your order immediately upon delivery.

If your item is:

defective,
damaged, or
not the item you ordered (wrong product),

please contact us at info@ephyr.ca so that we can evaluate the issue and make it right.

To process a damage or issue claim:

You must notify us within 3 days of delivery.
You must provide clear photographic evidence of:
- The damaged or defective product, and
- The shipping box/packaging (including any visible damage).

We reserve the right to refuse claims:

Without adequate photo documentation,
Submitted more than 3 days after delivery, or
Where the product appears to have been used or tampered with after receipt.

For quality-related complaints (e.g., you suspect an issue with the juice, sprayer, etc.), our acceptance window is within 5 days from the date you receive the package. After this period, we cannot guarantee investigation or compensation.

IV. Third-Party Shipping & Freight Forwarders

If you choose to use a third-party freight forwarder or forwarding service:

Our responsibility ends once the package is successfully delivered to the freight forwarder or intermediary you selected.
We are not liable for:
- Damage during onward transit
- Loss, theft, or misplacement
- Leakage, breakage, or any product infringement during third-party handling

Any claims related to onward transport from a freight forwarder must be addressed directly with that service provider.

V. Non-Returnable Items

The following items are non-returnable and non-refundable:

Perfume samples and travel size perfumes
Discovery sets, sampler kits, and curated sample collections
Items marked as final sale or on sale
Gift cards
Products that have caused allergic reactions, irritation, or headaches
Any product that has been:
- opened,
- unsealed,
- sprayed, or
- otherwise used.

For skincare, makeup, hair care, and other personal care items:

We cannot accept returns for opened or used products due to strict hygiene standards.
Unopened and unused items in their original, intact packaging may be eligible for return within 30 days, subject to all conditions in Section I.

By placing an order, you acknowledge that:

You assume all risks associated with allergic reactions or sensitivities.
Product ingredients and descriptions are provided by the original manufacturers and are for informational purposes only.
Our return policy does not cover adverse reactions, and we do not offer refunds on this basis.

We strongly recommend reviewing ingredient lists and, if needed, consulting a healthcare professional before use.

VI. Exchanges

We do not offer a direct exchange process.

If you wish to obtain a different product:

Follow the steps above to request a return for the original item (if eligible).
Once your return is received and approved, place a new order for the desired item.

This ensures product traceability and consistent quality control.

VII. Refunds

Once your return is received, we will:

Inspect the item to confirm it meets our return requirements.
Notify you via email whether your refund is approved or declined.

If approved:

Your refund will be issued to your original method of payment.
Please allow up to 10 business days for the refund to be processed by your bank or card issuer after we have approved it.

If more than 15 business days have passed since we approved your refund and you still haven’t received it, please contact us at info@ephyr.ca so we can assist.

VIII. Wrongly Ordered Items

If you realize after checkout that you ordered the wrong item, and your order has already shipped, our standard return policy applies:

You may request a return (if eligible under the criteria above).
Return shipping costs remain the customer’s responsibility, unless the error was on our side.

We strongly encourage you to review your order summary carefully before confirming payment to avoid inconvenience.

IX. Shipping Address Correction

Please ensure that your shipping details (name, address, apartment number, postal code) are correct at checkout.

We ship orders exactly as entered by the customer at the time of purchase.
We are not responsible for non-delivery or delays caused by:
- Incorrect or incomplete addresses
- Missing apartment/suite numbers
- Wrong postal codes
- Name errors that prevent successful delivery

If a package is returned to us due to an incorrect address or failed delivery:

We can reship it, but you will be responsible for the cost of re-shipment.
Original shipping fees are non-refundable.

X. Allergic Reactions & Sensitivities

If you experience a potential allergic reaction to any of our products, please:

Discontinue use immediately.
Contact us at info@ephyr.ca within 48 hours of the reaction.
Be prepared to provide:
- A description of the reaction
- Photos (if applicable)
- Any medical documentation your healthcare provider may offer

Please note:

We maintain a strict no-return / no-refund policy for products that cause allergic reactions, headaches, or personal discomfort.
Information on ephyr.ca regarding ingredients and product claims is based on the manufacturer’s own statements and is intended for informational purposes only.
Our content is not a substitute for professional medical advice, diagnosis, or treatment.

We strongly recommend:

Testing fragrances and skincare on a small area first, particularly if you have sensitive skin or a history of allergies.
Purchasing a sample where available before committing to a full-size product.

If you have any questions about this policy or need clarity about a specific order or product, please contact us at info@ephyr.ca. We’re here to help make your Maison Ephyr experience smooth, transparent, and fair.