Returns & Exchanges Policy

At Maison Pixel, customer satisfaction is our priority. We understand that sometimes returns are necessary, and we have structured our policy to be fair, transparent, and compliant with international regulations, while maintaining the highest hygiene standards for intimate apparel.

1. Return Eligibility

To protect the health and safety of our customers, we can only accept returns on unworn and unopened items.

Unopened Items: Items in their original, sealed packaging with tags attached may be returned within 14 days of delivery.

Opened Items: Due to the intimate nature of our products, we cannot accept returns or exchanges on opened, worn, or tried-on underwear unless there is a manufacturing defect.

Final Sale Items: Items marked as final sale cannot be returned or exchanged.

If you are unsure about sizing or need assistance before ordering, please contact us—we’re happy to help!

2. Defective or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, we will gladly replace it or issue a refund. Please contact us within 14 days of delivery with the following:

Your order number
A photo of the defective or incorrect item
A brief description of the issue
Once we verify the issue, we will provide a prepaid return label and process a replacement or refund.

3. Return Process

Contact Us: Email support@maisonpixel.com with your order number and return request.

Receive Instructions: Our team will confirm whether your item is eligible for a return and provide the return shipping address.

Ship Your Return: Send the item back in its original condition (sealed packaging, unworn, and with all tags attached).

Refund Processing: Once we receive and inspect the return, refunds will be processed within 14 days to the original payment method.

4. Return Shipping Costs

For Unwanted Items: The customer is responsible for return shipping costs.

For Defective or Incorrect Items: Maison Pixel will cover the return shipping costs.

We recommend using a trackable shipping service to ensure the package arrives safely.

5. Exchanges

Due to hygiene reasons, we do not offer direct exchanges. If you need a different size or style, please return the unopened item for a refund and place a new order.

6. International Returns

We accept returns from customers worldwide, following the same return eligibility guidelines. However:

Customs & Duties paid on international orders are non-refundable.
Customers outside the U.S. and EU are responsible for their own return shipping costs.

7. Contact Us

If you have any questions about returns, exchanges, or need assistance, feel free to reach out:

support@maisonpixel.com