Exchange, Return & Refund Policy

Overview

Your space, your signature. If the scent isn’t a match, we’re happy to exchange unused items (unlit candle / unopened diffuser). Exchanges only.

Eligibility for Exchange (Scent Preference)

• Window: Request an exchange within 7 days of delivery.

• Condition: The item must be unused and in its original packaging.

  • Candles: Not lit (wick unburned).

  • Reed diffusers: Reeds not inserted/wet.

• Proof of purchase: Order number or receipt is required.

• Availability: Exchanges are subject to stock availability.

How it works:

1. Email us at info@maisonocturne.com with your order number, item, and the scent you’d like instead.

2. We’ll arrange a courier pickup or a drop-off point.

3. Once inspected, we’ll process your exchange.

Costs:

• Courier/handling for exchanges is paid by the customer unless we made a mistake with your order.

• If the new item is priced higher, the difference will be paid. If it’s lower, we’ll issue a store credit for the balance.

 

Damaged / Incorrect Items

If your order arrives damaged or incorrect, contact us within 48 hours of delivery with photos of the item and packaging. We’ll replace the item or correct the order at our cost.

Non-Exchangeable Items

• Customized or personalized items (e.g., custom message candles)

• Opened diffusers or lit candles

• Final sale items and gift cards

Shipping & Timelines

• Exchange logistics within Lebanon typically take 2–5 business days after we receive and approve the item.

• Original shipping fees are non-refundable.