Vase 3

Shipping and Returns Policy

This policy applies to all orders placed on maisonmarteen.com, an online store published by MAISON MARTEEN, a French single-shareholder simplified joint-stock company (SASU) with a share capital of €1,000, registered with the Paris Trade and Companies Register (RCS) under number 130 588 940, with its registered office at 38 rue Beaujon, 75008 Paris, France (intra-community VAT number FR31130588940).

Our compositions and rings are handcrafted from natural materials (onyx, marble, travertine, wood, resin, chrome-plated metal). Each piece is carefully prepared and packed to travel safely.

This policy supplements our Terms and Conditions of Sale, which prevail in the event of any conflict.

Shipping

Every order is prepared in our workshop within 1 to 2 business days of payment confirmation, then handed over to the carrier. You will receive a confirmation email with a tracking number as soon as your order ships.

We do not currently ship to other countries.

These delivery times are estimates. Unless a date has been agreed, delivery will take place no later than 30 days after the order. If there is a delay, we will notify you by email; after that period, you may cancel your order and receive a full refund.

For deliveries outside the European Union, any customs duties and local taxes are payable by the recipient.

Parcels are delivered against signature. Please check the address you entered: an order returned due to an incorrect address or an unclaimed parcel may be reshipped at your expense.

Shipping costs

Shipping costs are the same for all countries we ship to (France, European Union, United Kingdom, Switzerland, Norway, United States). They depend on the weight of the parcel and are displayed before payment.

Every shipment is insured for its declared value at no extra cost.

Receipt and damaged parcels

Natural stone remains fragile despite our reinforced packaging. We recommend opening the parcel in the presence of the delivery driver, or as soon as you receive it.

If the parcel or a piece is damaged:

1. Write specific reservations on the delivery slip, or refuse the parcel if the packaging is visibly damaged.
2. Take photos of the parcel, the inner packaging and the affected pieces.
3. Contact us via our Contact page within 48 hours, with your order number and the photos.

We bear the risks of transport until you take possession of your order. We will replace the damaged piece free of charge, or refund it if it is no longer available. The 48-hour period is intended to help us file a claim with the carrier; it does not limit your rights under the legal warranties.

Right of withdrawal

You have 14 days from receipt of your order to withdraw from your purchase, without having to give any reason. For an order delivered in several parcels, this period starts from receipt of the last one.

This right applies to complete compositions, vase structures and rings sold separately, including when you have assembled your composition using our configurator.

To exercise it, send us a clear statement via our Contact page, or use the withdrawal form attached to our Terms and Conditions of Sale. You must then return the items no later than 14 days after informing us of your decision.

Return conditions and procedure

Items must be returned complete, unused and in a resaleable condition, ideally in their original packaging. A piece that is scratched, chipped or has held water or flowers may be subject to a deduction corresponding to its loss of value.

1. Contact us via our Contact page with your order number and the items concerned.
2. We will send you the return address and our packing advice within 2 business days.
3. Wrap each ring separately in bubble wrap and place it in a rigid cardboard box.
4. Ship the parcel using a tracked and insured service, then send us the tracking number.

Return shipping costs are your responsibility. The parcel travels at your own risk: an untracked or poorly protected shipment cannot be refunded in the event of loss or breakage.

Changed your mind about a finish? We can exchange a ring or structure for another available reference, under the same return conditions.

Refunds

We will refund you no later than 14 days after being informed of your withdrawal. We may withhold the refund until we have received the items or proof that they have been shipped.

The refund covers the price of the items and the initial shipping costs, up to the standard delivery rate. It is made using the payment method used for the order, at no additional cost.

For a partial return, initial shipping costs are only refunded if the entire order is returned.

Legal warranties and natural materials

Independently of the right of withdrawal, all our products are covered by:

• the legal guarantee of conformity for 2 years from delivery (Articles L217-3 et seq. of the French Consumer Code);
• the warranty against hidden defects (Articles 1641 et seq. of the French Civil Code).

To make a claim, contact us with your order number and photos of the defect. We will offer a repair or replacement, or failing that, a refund.

Onyx, marble, travertine and wood are living materials. Veining, color variations, pores and slight irregularities vary from one piece to another and may differ from the photos. They give each creation its character and do not constitute a defect.

Contact and mediation

For any question about a delivery or a return, contact us via our Contact page, by email at axelle@maisonmarteen.com or by post at 38 rue Beaujon, 75008 Paris, France. We reply Monday to Friday, within 48 business hours.

In the event of a dispute that cannot be resolved with our customer service, you may use a consumer mediator free of charge: mediator currently being appointed (their contact details will be provided here once we have joined a mediation scheme).