Refund policy

 


At Maison Satyné, our garments are crafted following the strict principles of slow fashion and elite attire construction. Because each piece is individual—cut from premium high-momme silk, hand-finished, or personalized with bespoke embroidery exclusively for you—we operate on a strict non-returnable basis.

Once a piece enters production or is customized, it cannot be returned, exchanged, or refunded, except in the rare instance of an authenticated structural or material defect.

1. Made-to-Measure, Bespoke, & Personalized Commissions

  • Final Sale: All commissions involving personalized embroidery, custom colorways, monogramming, or bespoke tailored sizing (built to your digital sizing profile or 3D body measurements) are strictly Final Sale from the moment design configuration is finalized.

  • The Grace Window: We understand that second thoughts happen. You may request a structural change or a full cancellation within twelve (12) hours of placing your order by contacting us at orders@maisonsatyne.com. Once this 12-hour grace window passes, your silk is allocated and cut by our artisans, and the order can no longer be altered or cancelled.

2. Ready-to-Wear & Curated Limited Collections

For non-customized, standard-sized garments from our seasonal or limited stock runs:

  • Maison Credit & Exchanges: While we do not issue monetary refunds to the original payment method, we gladly accommodate size exchanges or issue a non-expiring Maison Satyné Digital Atelier Credit note within fourteen (14) days of your courier tracking delivery date.

  • Condition Checklist: To qualify for a Maison credit or exchange, the garment must be returned to our Montreal atelier in its original pristine state: completely unworn, unwashed, unaltered, free of any scents or cosmetics, with all silk security tags and luxury branded packaging intact.

3. Material Faults & Quality Discrepancies

Our atelier maintains an uncompromising multi-step quality control inspection before any garment is nestled into its packaging. However, if your order arrives with a genuine structural defect, material flaw, or an error in your requested personalization:

  1. Notification Window: Please notify our concierge team within forty-eight (48) hours of delivery at orders@maisonsatyne.com.

  2. Required Documentation: Please include your order number along with clear, macro photographs of the designated area of concern and the exterior shipping package.

  3. Atelier Resolution: Upon verifying the issue, Maison Satyné will assume full liability. We will provide a priority complimentary return shipping label and expedite a priority replacement run to recraft your garment to perfection. If a replacement fabric run is unavailable due to the limited nature of our silk supplies, a full monetary refund or premium Maison credit will be issued.

4. International Orders & EU Cooling-Off Exemptions

  • Duties & Fees: For authorized material fault returns or standard exchanges arriving from outside Canada, any original customs duties, import brokerage fees, or local country taxes are non-refundable by Maison Satyné. These must be reclaimed directly from your local maritime or customs authority.

  • European Union Statutory Exception: In compliance with EU consumer protection laws, patrons shipping to the European Union retain a 14-day window to return non-customized, standard Ready-to-Wear stock items. Please note: This statutory cooling-off right strictly excludes all Made-to-Measure, bespoke, or custom-embroidered garments, which remain final sale under EU exception clauses for personalized merchandise.