Refund Policy
Last updated: 15/03/2026
We want to offer our customers a smooth and transparent experience. The conditions below apply to all orders placed on www.maison-serena.com.
1. Right of withdrawal – 14 days
In accordance with Directive 2011/83/EU and the Belgian Code of Economic Law, you have a period of 14 days from the receipt of your order to exercise your right of withdrawal, without having to justify the reason.
To be accepted, the return must meet the following conditions:
- The product must be new, unused, unworn, and unstained.
- The product must be returned in its complete original packaging (pouch, accessories, protective materials, etc.).
- Any visible use of the product voids the right of withdrawal.
Return shipping costs
Return shipping costs are the responsibility of the customer, as permitted by Article 14 of Directive 2011/83/EU.
Once the return is received and validated, we will process the refund.
2. Customized products
Personalized products (initials, engraving, etc.) cannot be returned or refunded in accordance with the law (products made according to the consumer's specifications).
3. Exchanges
Exchanges are only possible if the returned product meets the above conditions. The customer is responsible for the shipping costs of the replacement package, unless otherwise agreed.
4. Defective Products Received – Procedure
Our team checks each item before shipping. However, if a product has a genuine defect, please contact us within 48 hours of receipt , providing:
- a clear photo of the defect
- Your order number.
If the defect is confirmed, we will cover the return shipping costs and you will be offered a replacement or a refund.
5. What is considered a real defect
The following defects qualify for after-sales service treatment:
- detached or open seam, not in accordance with normal use.
- missing part or broken component (zipper, handle, carabiner…),
- visible stain or mark present upon receipt
- structural defect preventing the use of the product.
6. What is not considered a defect
(IMPORTANT POINT TO AVOID ABUSE)
To avoid any misunderstanding, the following items are not considered defects and do not entitle you to a free return:
6.1. Natural characteristics of leather or materials
Maison Serena bags are made from a material, making each piece unique. The following are not considered defects:
- slight variations in texture or grain,
- very slight variations in color,
- small natural marks on the leather.
6.2. Aspects related to the artisanal process
- visible but regular stitching
- small variations in symmetry,
- slightly irregular internal edges or cutouts,
- exposed or cut internal wires (non-structural).
6.3. Minor defects not affecting use
- Slight trace due to packaging.
- smell of new leather or material,
- a natural crease that disappears within a few days after use.
Important: Product photos are taken in studio conditions. Slight differences may appear depending on lighting, screen used, or contrast: this is not a defect.
7. Products used or damaged by the customer
An item returned:
- stain,
- used,
- showing signs of wear and tear due to handling,
cannot be refunded or exchanged.
The product can be returned to the customer at their expense.
8. Reimbursement deadlines
Once the return is validated, the refund will be issued within 7 to 14 business days to the original payment method.