Refund policy
MAISON AUREN
Last updated: November 3, 2026
1. Our Return Policy
At Maison Auren, each product is prepared with care. Our return conditions reflect the distinction between standard products and items individually crafted according to an animal’s measurements.
We offer a 7-calendar-day voluntary return period from the date of delivery for eligible standard products.
This policy applies to voluntary returns for change of mind. It does not limit statutory consumer rights.
2. Eligible Products
The following products are eligible for voluntary returns within 7 calendar days of delivery:
- Auren Bags: standard models offered on our website.
3. Individually Crafted Products
Auren Cores, Skins for dogs and cats, Collars and Bathrobes are individually crafted according to customer-provided measurements and are not eligible for voluntary returns or exchanges due to change of mind.
Customers are responsible for carefully following the measurement instructions and submitting accurate measurements.
If a customer believes that a product does not correspond to the agreed specifications, they should contact Maison Auren for an assessment.
This exclusion does not affect legal warranties or statutory remedies for defective, incorrect or non-conforming products.
4. Conditions for Eligible Returns
A brief indoor try-on is permitted to check fit.
Returned items must be in excellent condition, unwashed, undamaged and free from stains, persistent odors or signs of use beyond a normal fitting.
A small amount of pet hair from a normal try-on does not automatically disqualify a return.
Original tags and essential accessories must be retained.
Items used outdoors or during walks are not eligible for voluntary change-of-mind returns.
5. How to Request a Return
Contact contact@maisonauren.ca within 7 calendar days of delivery, including your order number and the item concerned.
Once the request is approved, return instructions will be provided. The item must be shipped within 7 calendar days after receiving those instructions.
Please do not send items back without first contacting us.
6. Shipping Costs and Refunds
For voluntary change-of-mind returns, customers are responsible for return shipping costs. Original shipping charges are not refundable.
Returned items are inspected upon receipt.
Approved refunds are issued to the original payment method within 10 business days of approval, subject to payment-provider processing times and applicable law.
7. Exchanges and Bundles
Eligible standard products may be exchanged for another size, subject to availability and the conditions above.
For bundles containing both standard and individually crafted products, each component follows its respective return conditions.
Where a partial return is accepted, any refund will be calculated according to the bundle’s disclosed pricing and applicable law. Customers should contact us before returning part of a bundle.
8. Defective, Incorrect or Non-Conforming Products
If an item arrives defective, incorrect or does not conform to the agreed specifications, contact Maison Auren promptly at contact@maisonauren.ca.
We will review the issue and provide the remedies required under applicable consumer protection laws.
Legal warranties and statutory cancellation or refund rights remain applicable to all products, including individually crafted items, regardless of the voluntary return period.
9. Contact
Maison Auren
maisonauren.ca
