Refund policy

Thank you for shopping with us.
We take great care to curate and ship beautiful decorative pieces from Kenya to customers worldwide.
Because of the fragile and handcrafted nature of our products, we have a specific return and refund policy.

1. No Refunds – Credit Note Only

We do not offer monetary refunds under any circumstances.
However, if your order qualifies for a return (see conditions below), we will issue a credit note for the full value of the item(s), excluding shipping fees.
Credit notes:
* are valid for 12 months from the date of issue
* can be used on any product available on our website
* are non-transferable and non-refundable

2. Eligibility for Returns

Due to international shipping constraints, we only accept returns in the following cases:
a) Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery at [your email] with:
* your order number
* clear photos of the damage
* photos of the packaging
If the damage is confirmed, we will offer:
👉 a credit note for the value of the item, or
👉 a replacement if stock is available
Shipping fees are not refundable.
b) Incorrect Item Received
If you receive an item different from what you ordered, please notify us within 7 days of delivery.
We will arrange a return or replacement and issue a credit note accordingly.

3. European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

4. Non-Returnable Items

For safety and logistical reasons, the following cannot be returned:
* custom or made-to-order items
* items on sale
* used or altered items
* items returned without prior approval

5. Return Shipping

Return shipping costs are the responsibility of the customer unless the product was:
* damaged on arrival, or
* incorrectly shipped by us
Returns must be shipped to our Kenyan address provided during the approval process.
We are not responsible for lost or delayed return parcels.

6. International Orders

Customs fees, import duties, and taxes are the buyer’s responsibility.
These charges are not refundable and will not be included in the credit note.

7. How to Request a Return

Please contact us at celine@maison-sawa.com with your request before sending anything back.
No returns will be accepted without prior approval.

8. Contact

For any questions, you can reach us at:
📧 celine@maison-sawa.com
📞 +254 794 550 640