At Maison VM, every piece is selected or created for its distinctive character, exceptional materials, and artisanal craftsmanship. Many of our works are one of a kind, and we want each acquisition to feel entirely right for its new setting.
The following policy applies to eligible, in-stock pieces purchased from Maison VM.
If a piece does not meet your expectations, you may submit a return request within seven (7) calendar days of confirmed delivery. Once the return has been authorized and the piece has been received and inspected by Maison VM, the purchase price of the item and any applicable sales tax will be refunded to the original payment method.
Delivery, white-glove service, installation, handling, crating, storage, and other services already performed are not refundable.
Return requests submitted between eight (8) and thirty (30) calendar days after confirmed delivery may be accepted for store credit equal to the purchase price of the eligible item. Store credit will be issued only after the piece has been returned and inspected.
Returns cannot be accepted after thirty (30) days unless otherwise required by applicable law.
To qualify for a refund or store credit, the piece must:
Once authorized, the piece must be handed over to the approved carrier within seven (7) business days unless otherwise agreed in writing.
Maison VM pieces may incorporate natural and handcrafted materials, including wood, stone, onyx, marble, shell, metal, ceramic, and resin. Variations in grain, color, tone, veining, texture, patina, inclusions, natural fissures, edges, dimensions, and finish are inherent characteristics of these materials and of artisanal production.
These individual features contribute to the uniqueness of each piece and are not considered defects.
Custom-made, commissioned, personalized, made-to-order, specially sourced, or customer-modified pieces are final sale and cannot be returned or exchanged.
This limitation does not apply when a piece arrives damaged, is materially defective, or differs substantially from the specifications approved in writing. The specific terms applicable to a custom project will be communicated and agreed upon before sourcing or production begins.
Please inspect your piece carefully upon delivery. Any visible damage should be noted on the carrier’s delivery receipt before it is signed.
Damage, defects, or material discrepancies should be reported to Maison VM as soon as possible, together with photographs of the piece, its packaging, and the affected area. Please retain all packaging and protective materials while the matter is being reviewed.
Maison VM will assess the situation and, where appropriate, arrange a repair, replacement, return, or refund.
Unless a return results from confirmed damage, or an error by Maison VM, the customer is responsible for the cost of insured return transportation.
Because many Maison VM pieces are oversized, heavy, fragile, or high in value, all returns must use a professional carrier and handling method approved in advance by Maison VM. The customer remains responsible for the piece until it has been safely received and inspected.
Items returned without prior written authorization cannot be accepted.
To begin a return, please contact us through the Maison VM website or email hello@maisonvm.com. Please include:
Once your request has been reviewed, we will provide the applicable return instructions and assist with transportation arrangements when needed.
Maison VM will notify you once the returned piece has been received and inspected. Approved refunds will be initiated to the original payment method within seven (7) business days. Additional processing time may be required by your bank, card issuer, or payment provider.
This policy does not limit any consumer rights that cannot lawfully be waived. Additional terms contained in an accepted quotation, invoice, order confirmation, or custom-project agreement may also apply.
For information about delivery coordination, costs, estimated timing, access requirements, local pickup, and inspection upon delivery, please review our Shipping & Delivery Policy.