Refund policy
FORGE MAISON REFUND & RETURN POLICY
THE MAISON GUARANTEE
At Forge Maison, we stand by the quality of our high-performance gear. If your selection does not meet the "Modern Legacy" standard, we are here to assist.
1. SATISFACTION GUARANTEE (CHANGE OF MIND)
We want you to love your purchase. If you change your mind within 14 days of delivery, we offer the following options:
Option A: Store Credit (Recommended)
- Receive 100% store credit for future purchases
- Valid for 12 months
- No return shipping required
- Processed within 48 hours
Option B: Partial Refund
- Receive a refund minus a 20% restocking fee
- No physical return required for items under £50
- For items over £50, return shipping to our international logistics center required (typically £25-50)
- Processing time: 3-4 weeks
Important: Due to the international nature of our supply chain and the high cost/risk of international returns (items often get lost or damaged in transit), we strongly recommend Option A for the fastest resolution.
To request a change-of-mind return, email forgemaison@gmail.com within 14 days of delivery with your order number and photos of the unworn, unused item in original packaging.
2. 30-DAY QUALITY GUARANTEE (FAULTY/DAMAGED/WRONG ITEMS)
If your product arrives damaged, defective, or incorrect, you are entitled to a full refund or free replacement within 30 days of delivery - no return shipping required.
Proof Required: Email forgemaison@gmail.com with:
- Your order number
- High-quality photos or video clearly showing the defect/damage/wrong item
- Description of the issue
We will:
- Respond within 24-48 hours
- Offer immediate replacement (fastest) or full refund
- Cover all costs - you keep the faulty item
This is required for our internal quality audit and to process your claim through our logistics partners.
3. NON-RETURNABLE ITEMS
For health and safety reasons, the following items cannot be returned:
- Personal care and hygiene products (e.g., used wearables/earbuds)
- Custom or personalized items
- Gift cards
4. EXCHANGES
We do not offer direct exchanges. Please request a refund or store credit and place a new order for your preferred item.
5. INTERNATIONAL CUSTOMERS
All policies above apply equally to international customers. For change-of-mind returns requiring physical return, international shipping costs and customs fees are the customer's responsibility and are non-refundable.
6. REFUND PROCESSING
For Quality Issues (Faulty/Damaged/Wrong):
- Approved within 24-48 hours
- Refunded to original payment method within 5-10 business days
For Change of Mind:
- Store credit: Issued within 48 hours
- Partial refund: Processed within 3-4 weeks
Late or Missing Refunds:
If you haven't received your refund after the stated timeframe:
- Check your bank account again
- Contact your credit card company (processing may take additional time)
- If you used a Buy Now, Pay Later service (like Klarna), check your statement within their app
- Contact us at forgemaison@gmail.com
7. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
In accordance with EU Consumer Rights Directive, EU customers have the right to cancel within 14 days for any reason. You may choose between store credit (100% value) or partial refund (minus 20% restocking fee) as outlined in Section 1.
8. WHAT WE CANNOT ACCEPT
To maintain fairness for all customers, we cannot process refunds for:
- Change of mind after 14 days
- Items damaged by customer use or mishandling
- Items without original packaging or tags (for change-of-mind returns)
- Buyer's remorse on custom orders
- Incorrect size/color selected by customer (please review carefully before ordering)
- "I don't like it" without specific quality defect
For quality issues, we're always here to help - just provide photos/video proof.
CONTACT US
For all returns, refunds, and product inquiries:
Email: forgemaison@gmail.com
Our team responds within 24-48 hours.