Refund policy

Thank you for shopping at La Maison Mou. We value your satisfaction and offer a straightforward return policy to ensure you are fully satisfied with your purchase.

14-Day Return Policy

You have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You must also have the receipt or proof of purchase.

How to Initiate a Return

To start a return, please contact us at info@lamaisonmou.ca with the following information:
- Your name
- Phone number
- Order number

You will be responsible for paying your own shipping costs for returning your item. If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without prior authorization will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. To facilitate the process, please include your order number, name, and pictures of the damage or wrong item.

Items damaged by your pet or due to misuse will not be considered defective. We do not offer refunds on toys damaged after use.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:
- Kawaii accessories (stationery, keychains, plush, bags)
- Perishable goods (food, flowers, plants) 
- Custom products (special orders, personalized items)
- Personal care goods (beauty products)
- Hazardous materials, flammable liquids, or gases

Please contact us if you have questions about specific items.

Sale Items and Gift Cards

We do not accept returns on sale items or gift cards.

Exchanges

If you wish to exchange an item, the fastest way is to return the item you have and make a new purchase for the desired item.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed and automatically applied to your original method of payment within 10 business days. Please note that it may take additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@lamaisonmou.ca.