Last updated: 1st January 2026

At Maison Nouveau-Né, each creation is prepared with care and attention to detail. This Returns & Refund Policy explains when returns or refunds may be accepted and how they are handled, in accordance with applicable UAE consumer protection laws.

Scope of This Policy

This Policy applies to:

  • purchases made within the United Arab Emirates; and
  • international orders, where applicable, subject to additional customs and shipping considerations.

This Policy should be read together with our Terms & Conditions.

Product Categories

For clarity, our products fall into the following categories:

  • Standard Products – non-customised items
  • Personalised or Bespoke Products – items made to order or customised at the customer’s request
  • Baby Perfume Products – fragrance items intended for external use only

Different return and refund rules apply to each category.

Personalised & Bespoke Products

Due to their made-to-order nature:

  • Personalised or bespoke products are non-returnable and non-refundable once production has commenced, unless the item is defective or does not match the approved order.
  • Maison Nouveau-Né is not responsible for errors resulting from incorrect personalisation details provided by the customer, including spelling, names, dates, or design selections.

This does not affect your statutory rights in the event of a defect or error attributable to us.

Standard Products

1. Returns

Standard (non-personalised) products may be eligible for return if:

  • the return request is made within 14 days of delivery;
  • the product is unused, unopened, and in its original packaging; and
  • the product is in a resalable condition.

Certain items may be excluded from return for hygiene or safety reasons, where permitted by law.

This Policy applies to:

  • purchases made within the United Arab Emirates; and
  • international orders, where applicable, subject to additional customs and shipping considerations.

This Policy should be read together with our Terms & Conditions.

2. Refunds

Approved refunds will be processed to the original payment method within a reasonable timeframe after inspection of the returned item.

Delivery charges are non-refundable unless the return is due to our error or a defective product.

Baby Perfume Products

For hygiene and safety reasons:

  • opened or used perfume products are not eligible for return or refund, unless defective or incorrect.
  • customers are encouraged to review product descriptions carefully and perform patch testing prior to use.

Defective or Incorrect Products

If you receive a product that is:

  • defective;
  • damaged upon delivery; 
  • incorrect.

please contact us within 7 days of receipt, providing:

  • order number;
  • description of the issue;
  • clear photographs where applicable.

Where a defect or error is confirmed, we will offer, as appropriate:

  • a replacement;
  • a repair;
  • a refund.

in accordance with UAE consumer protection laws.

Non-Returnable Items

The following items are not eligible for return or refund, except where required by law:

  • personalised or bespoke products (once production has begun);
  • items damaged due to misuse, neglect, or failure to follow care instructions;
  • items returned outside the permitted timeframe.

Non-Returnable Items

The following items are not eligible for return or refund, except where required by law:

  • personalised or bespoke products (once production has begun);
  • items damaged due to misuse, neglect, or failure to follow care instructions;
  • items returned outside the permitted timeframe.

Return Process

To request a return or report an issue:

  1. Contact us at email / WhatsApp with your order details.
  2. Await confirmation and return instructions before sending any items.
  3. Unauthorised returns may not be accepted.

Customers are responsible for return shipping costs unless the return is due to our error or a defective product.

International Orders

For international orders:

  • customs duties, taxes, and import charges are non-refundable;
  • delivery delays caused by customs authorities are outside our control;
  • returns may be subject to additional conditions depending on destination country regulations.

Refund Method

Refunds will be issued to the original payment method used at checkout.
We do not offer cash refunds or exchanges unless expressly stated.

Statutory Rights

Nothing in this Policy affects your statutory rights under applicable UAE consumer protection laws.

Contact

For all returns, refunds, or enquiries, please contact:

📧 [email]
📱 [WhatsApp number]