Refund policy
Last updated: 12 July 2026
At Maison Pasha, your satisfaction matters. This policy describes the conditions for returns and refunds, in compliance with UAE Consumer Protection Law (Federal Law No. 15 of 2020). It is designed to protect your legitimate rights as a customer, while strictly framing requests in order to prevent any abusive use.
Article 1 — Return Period
Any request to return an eligible product must be sent to us within 7 days of receiving your order. No request submitted after this period can be accepted, except in the case of a defect covered by the statutory warranty.
Article 2 — Eligibility Conditions for Return
To be eligible, the product must strictly be:
- returned in its complete original packaging, unused, and in the same condition in which you received it;
- accompanied by all its accessories, manuals, protections and components;
- accompanied by proof of purchase (order number or receipt).
Any product that is incomplete, used, damaged after delivery, or showing signs of wear will not be accepted. These conditions do not affect your statutory rights if a product is defective or not as described.
Article 3 — Shipping Packaging and Receipt of Your Parcel
Our products are shipped in an outer shipping package that is separate from the product's own packaging. This outer package serves solely to protect the product during transit; it is not part of the product.
Accordingly:
- A superficial alteration of the outer packaging (slight mark, dent, scratch, small tear or perforation of the shipping box) does not constitute grounds for refusing delivery or for a return, provided the product inside is intact.
- You are entitled to refuse delivery only in the event of apparent and significant damage reasonably suggesting that the product itself is affected (for example: shipping packaging severely crushed, opened, or torn to the point that the product is visibly damaged).
- If in doubt, we invite you to accept the parcel while noting a written reservation with the courier (recording the damage on the delivery slip), rather than refusing it. You then have 48 hours to contact us (see Article 8).
This distinction is intended to protect both the customer and Maison Pasha against unjustified refusals based on a mere cosmetic defect of the shipping packaging.
Article 4 — Proof of Parcel Condition at Delivery
For transparency and mutual protection, our couriers may photograph the parcel at the time of delivery, attesting to its condition upon handover. This time-stamped photograph serves as evidence of the apparent condition of the product and its packaging at the moment it is delivered to you.
In the event of a return request or a damage claim, Maison Pasha reserves the right to compare the photographs provided by the customer with those taken by the courier at delivery. If this comparison shows that the product was delivered in good apparent condition, and that the alleged damage was neither visible at delivery nor reported within the 48-hour period, Maison Pasha reserves the right to refuse the return, refund or replacement.
The final decision as to the origin and attributability of the damage rests with Maison Pasha alone, based on the available evidence, without prejudice to the customer's statutory rights in the case of a proven defect not detectable at delivery.
Article 5 — Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned once opened or used:
- items in direct contact with food or the animal's mouth (e.g. used stainless steel bowls);
- grooming or care products that have been used;
- any product whose hygiene seals have been removed.
This exclusion does not apply if the product proves to be defective or non-conforming.
Article 6 — Return for Personal Convenience (Change of Mind)
If you wish to return a product for a personal reason (for example, a change of mind), and provided the conditions of Article 2 are met, return shipping costs remain at your expense. The product travels under your responsibility until it is received and inspected by us.
Article 7 — Return Procedure
- Contact us at care@maison-pasha.com stating your order number and the reason for the return.
- After reviewing your request, we will send you the return instructions and the applicable return address.
- Return the product by carefully following those instructions.
No product should be returned before obtaining our prior agreement. Any return made without contacting us first, or sent to an address not provided by us, may be refused.
Maison Pasha reserves the right, at its sole discretion, to require or not require the physical return of the product before any refund or replacement.
Article 8 — Defective, Damaged or Non-Conforming Products
If you receive a defective, damaged or non-conforming product, you must report it to us within 48 hours of delivery, at care@maison-pasha.com, attaching clear photographs of the product AND its packaging (outer and inner), taken upon opening.
After this 48-hour period, no claim for apparent damage or visible defect can be accepted, the product being deemed to have been delivered and accepted in good condition. This limitation does not apply to hidden defects not detectable upon opening, which are covered by the statutory warranty.
After verification — including, where applicable, comparison with the courier's photographs (Article 4) — and if the defect is confirmed as attributable to Maison Pasha or to transport, we will proceed with a replacement or a full refund, including any applicable shipping costs, in accordance with UAE Consumer Protection Law.
Article 9 — Refunds
Once the returned product is received and inspected, we will notify you of the approval or rejection of your refund. A refund may be refused if the product does not meet the conditions set out in Article 2.
If approved, the refund will be processed within 7 to 10 business days, using the same payment method used for the original purchase. The time for the funds to appear in your account then depends on your bank or payment provider.
Article 10 — Abusive Requests
Maison Pasha reserves the right to refuse any return, refund or replacement request that is manifestly abusive, fraudulent or repeated, or based on a ground not provided for in this policy and not covered by law.
Article 11 — Contact
For any return or refund request:
Email: care@maison-pasha.com
Website: www.maison-pasha.com